1win Casino - A conta do jogador foi encerrada devido a uma solicitação de autoexclusão.

Hello everyone, I have an addiction problem, and support isn't giving me the OK regarding my desperate request, telling them I'm a compulsive gambler. I tried through live chat, asking for self-exclusion approximately 5 times... they wouldn't respond, they just left my message read. Two days ago, I tried again, and they made countless excuses to keep me, telling me to think it over... but I don't want to think about anything; I want them to refund everything I lost. I've been asking for self-exclusion for months, and they never help me. My user ID at the 1win casino is: 81409897.

Below, I’m attaching all the messages I had... Today, they blocked my account because I said I would take further action, but in the span of a month talking to support, I lost more than 2,500,000 ARS in the account.

Hola a todos, tengo problemas de adiccion, el soporte no me da el ok ante mi pedido de desesperacion al decirle que soy ludopata, intente por el chat en vivo pidiendo autoexclusion aproximadamente 5 veces.. no me respondian me dejaban en leido el mensaje.. hace dos dias volvi a intentarlo y me ponian mil excusas para mantenerme, solo me dice que lo piense .. pero no quiero pensar nada, quiero que me reembolsen todo lo perdido, hace meses que pido autoexclusion y nunca me ayudan, mi id de usuario del casino 1win es: 81409897

abajo adjunto todos los mensajes que tuve.. actualmente hoy me bloquearon la cuenta, porque dije que iba a avanzar.. pero yo en el lapso de un mes hablando al soporte, perdi mas de 2.500.000 ars en la cuenta..

Dear erickpowcam93,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about any gambling problems?
• Have you requested a refund of your lost funds already? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Tomas, here are the conversations with the casino, I had several in the live chat, but they are not saved there, two or three times I asked for my account to be closed due to problems with the game and they never gave me attention, only the fourth time I asked, threatening that I was going to go legally against the casino, only then did they close my account, but in that period, I bet 2,500,000 on my addiction, today I am already self-excluded, I want a refund as compensation for not having given me attention... here I attach the conversations.

Every time I request self-exclusion, the only thing that support answers me is:

We are sorry to hear that you wish to permanently close your account. In order to improve our services and understand the reasons behind this decision, we would like to ask: What was the reason that led you to make this decision?

And from then on they don't respond anymore, I answer and they don't read the messages anymore, I have problems, I am facing a desperate problem, and I don't know how to handle it, I lost all my money.

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NEW RESPONSE FROM 1WIN CASINO:

Regarding the closure of your account, I ask you to reconsider. You can still take advantage of various promotions such as our bonus codes, daily lottery and other bonuses at Freemoney.

Plus, you'd be missing out on the chance to take part in this month's amazing Lucky Drive promotion! We're raffling off two luxury convertibles, a BMW 840i and a Mercedes-Benz GT, as well as 51 Apple devices: 25 iPhone 15 Pro Max, 25 MacBook Pros, and the grand prize Apple Vision Pro for the most active player. Have you ever imagined winning one of these amazing prizes?

IS IT A JOKE??????????????? that's how they make fun of the problem player

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1win casino:

I would like to highlight what section 27 of our Terms and Conditions says:

Within 14 days of receipt, the complaint will be examined and the customer will be notified of the outcome of his/her case. If further inspection is necessary, we are entitled to extend the order consideration period for another 30 days from receipt.

Me: From 14 to 30 days to give me self-exclusion? Don't you see that I have addiction problems, I can't stand that long.

1win casino:

We understand your concern, but the 14-30 day self-exclusion period is a policy set by the platform and is clearly outlined in our terms and conditions. This measure is intended to ensure that all customers have adequate time to reflect on their decisions.

Basically, between 14 and 30 days... since I have an addiction, I will continue gambling, losing money, and the casino doesn't care. That is why I excluded myself and I am asking for that monetary compensation.

Tomas, te dejo aqui las conversaciones con el casino, tuve varias en el chat en vivo, pero ahi no se guardan, dos o tres veces pedi que me cierren la cuenta por problemas con el juego y nunca me dieron atencion, recien a la cuarta vez que pedi, amenazando que iba a ir por la forma legal contra el casino recien ahi me cerraron la cuenta, pero en ese lapso, yo aposte por mi adiccion 2.500.000, hoy ya autoexcluido, quiero el reembolso en modo compensacion por no haberme dado la atencion.. aca te adjunto las conversaciones.

cada vez que solicito autoexclusion lo unico que me responde el soporte, es :

Lamentamos saber que desea cerrar permanentemente su cuenta. Con el fin de mejorar nuestros servicios y entender las razones detrás de esta decisión, nos gustaría preguntar: ¿Cuál fue el motivo que le llevó a tomar esta decisión?

y de ahi no responden mas, yo contesto y no leen mas los mensajes, tengo problemas, estoy ante un problema de desesperacion, y nose como llevarlo, perdi todo mi dinero.

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NUEVA RESPUESTA DEL CASINO 1WIN:

Respecto al cierre de su cuenta, le pido que lo reconsidere. Aún puedes aprovechar varias promociones como nuestros códigos de bono, la lotería diaria y otros bonos en Freemoney.

Además, ¡te estarías perdiendo la oportunidad de participar en la increíble promoción Lucky Drive de este mes! Sorteamos entre los jugadores dos descapotables de lujo, BMW 840i y Mercedes-Benz GT, así como 51 dispositivos Apple: 25 iPhone 15 Pro Max, 25 MacBook Pro y el gran premio Apple Vision Pro para el jugador más activo. ¿Alguna vez te has imaginado ganar uno de estos increíbles premios?

ES UNA BROMA?????????????? asi es como se burlan del jugador con problemas

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casino 1win:

Me gustaría destacar lo que dice la sección 27 de nuestros Términos y condiciones:

Dentro de un período de 14 días a partir de la recepción, se examinará la reclamación y se notificará al cliente el resultado respecto a su caso. En caso de ser necesaria una inspección adicional, tendremos derecho a prorrogar el período de consideración del pedido otros 30 días a partir de la recepción. 

yo: de 14 a 30 dias para darme la autoexclusion? no ves que tengo problemas con la adiccion, no puedo aguantar ese tiempo.

casino 1win:

Entendemos su preocupación, pero el período de autoexclusión de 14 a 30 días es una política establecida por la plataforma y está claramente descrita en nuestros términos y condiciones. Esta medida tiene como objetivo garantizar que todos los clientes tengan el tiempo adecuado para reflexionar sobre sus decisiones.

basicamente yo entre los 14 a 30 dias.. como tengo una adiccion, voy a seguir apostando, perdiendo dinero y al casino le da igual, es por ese motivo que me autoexclui, y pido esa compensacion del dinero.

Thanks for your response.

We believe that if you inform the casino about an addiction, gambling problems, or a struggle to control your gambling in a self-exclusion or account closure request, the casino should permanently protect you from further gambling.

When the casino asks you for a reason for account closure/self-exclusion it serves you as the opportunity to guarantee this protection.

• Have you explicitly informed the casino about suffering from gambling addiction in your communication to the casino?

Of course I reported it! In my previous response is the entire last chat... the texts in bold, are the casino's response ... inciting me to stay and continue losing money, offering raffles, in that period of more than 5 hours of trying to cancel, I bet a lot of money... approximately 2000 usd, and I lost it, that's why I'm asking for that money... the account has already been closed, but the casino expected me to lose more money to do so, regardless of my status.

Claro que lo informe! en mi respuesta anterior esta todo el ultimo chat... los textos en negrita, es la respuesta del casino.. incitandome a quedarme a que siga perdiendo dinero, ofreciendo sorteos, en ese lapso de mas de 5 horas de intentar dar la baja, yo aposte muchisimo dinero.. aproximadamente 2000 usd, y los perdi por eso pido ese dinero.. la cuenta ya fue dada de baja, pero el casino espero que yo pierda mas dinero para hacerlo, sin importarle mi estado.

That is why I want compensation of 2,500,000 ARS.

Es por ese motivo que quiero la compensacion de 2.500.000 ars..

And this is how 1win casino washes its hands.. it never cares about the person.. they never respond and will never respond

Y asi es como el casino 1win se lava las manos.. nunca le importa la persona.. nunca responden ni responderan

Thanks for your patience.

Please send me the requests for self-exclusion you sent to the casino. My email is tomas@casino.guru

Dear erickpowcam93,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I made the requests through live chat support, I no longer have access because the account was blocked... I don't know how to recover that... it seems impossible to me since they gave me self-exclusion, but until they actually blocked it I continued betting money like crazy, without thinking

las solicitudes las realice por el soporte de chat en vivo, ya no tengo acceso por tener bloqueada la cuenta.. nose como hacer para recuperar eso.. se me hace imposible ya que me dieron la autoexclusion, pero hasta que realmente la bloquearon yo segui apostando dinero desquiciadamente, sin pensar

I already sent you the two emails that I sent, which you never answered me with... and then I tried via live chat. and they kept me with raffle advertising and more... I want help for compensation.

Ya te envie al correo los dos mails que mande, que nunca me respondieron.. y luego intente por chat en vivo. y me retenian con publicidad de sorteos y mas.. quiero ayuda para la compensacion.

Thank you very much, erickpowcam93, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear erickpowcam93,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information regarding this case? Specifically, I would like to understand why the player's requests to close his account were not honored. Additionally, it’s concerning that support attempted to persuade the player to reconsider his decision by promoting bonuses, despite the player clearly expressing his gambling problem.

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Предоставим ответ в самое ближайшее время. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

The 1win casino continues to harass and stalk me to get me to bet on the platform again, through WhatsApp messages to my personal number and my Telegram account... do you realize how they treat the user? Not only did they make me addicted, to being a gambling addict... they took all my money, and they continue to bother me privately... I want compensation from the casino, for the inconvenience caused to me and my mental health... in the amount of 2500 usd (2,500,000 ars in my currency)

El casino 1win sigue hostigando, y acosando para que vuelva a apostar a la plataforma, mediante mensajes por whatsapp a mi numero personal y a mi cuenta de telegram.. se dan cuenta como tratan al usuario? no solamente me hicieron adicto, a ser ludopata.. me sacaron todo mi dinero, y me siguen molestando por privado.. deseo una compensacion de parte del casino, por las molestias ocasionadas a mi persona y a mi salud mental.. del monto de 2500 usd (2.500.000 ars en mi moneda)

Dear erickpowcam93,

Below is a detailed recap of the information we have gathered regarding your case:

1. On July 5th, 2024, you expressed concerns about gambling-related issues and formally requested self-exclusion from the casino.
2. On July 7th, 2024, you requested to reopen your account, stating that your initial decision was rushed. However, the casino declined your request to reopen before July 12th, 2024, in compliance with regulatory guidelines.
3. On July 13th, 2024, your account was reopened after you reached out to the casino.
4. Later, on September 29th, 2024, you submitted a new request for self-exclusion, claiming you had been attempting to request this through support for months. However, no evidence supports this claim.
5. The casino provided records showing total deposits amounting to 1,838,000.02 ARS, which is lower than your claimed figure of 2,500,000+ ARS.

Upon reviewing this case, I believe the casino failed to properly follow self-exclusion protocols. Once you initially expressed concerns about gambling issues in your message on July 5th, 2024, your account should never have been reopened under any circumstances, as responsible gambling policies mandate protecting vulnerable players.

Dear 1win Casino,

Based on the information outlined above, I believe the player is entitled to a refund for all deposits made between July 13th, 2024, when the account was improperly reopened, and September 29th, 2024, when the account was closed again (assuming it was not reopened afterward).

Furthermore, I would like to remind you that under self-exclusion policies, players who request self-exclusion should be:

• Prevented from accessing gaming services after clearly expressing concerns about gambling issues.
• Permanently excluded from promotional and marketing communications.

Please review the circumstances surrounding this case and confirm whether a refund will be issued. I look forward to your response and resolution of this matter.

Thank you for your attention.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Good afternoon

Please look at the last letter.

Best regards, 1win team.

Добрый день!

Посмотрите, пожалуйста, последнее письмо.

С уважением, команда 1win.

Stop lying... admit that you treated me wrongly... I deserve a refund in compensation for everything, from the 1win casino.

Ya no mientan.. admitan que hicieron mal el trato hacia mi persona..merezco el reembolso en compensacion por todo, de parte del casino 1win.

Dear 1win Casino,

Thank you for your response to the recent correspondence. I am writing to address your claim regarding the player's self-exclusion request from July 5, 2024. While the word "permanent" was not explicitly mentioned in the initial request, the nature of the communication was clear: the player expressed significant concerns about their gambling behavior and explicitly requested self-exclusion due to gambling-related issues.

In accordance with the principles of responsible gambling, any request linked to gambling concerns should trigger strict measures to safeguard the player. Once gambling issues are raised, the account should remain closed and inaccessible under any circumstances. Reopening such accounts undermines your commitment to responsible gaming and your own stated self-exclusion policies.

The "Responsible Gaming" section of your Terms & Conditions outlines the following:

"We believe it is our direct duty to protect the players from any excessive aptitude for gambling and not to allow any minors to participate in gambling."

"When the self-exclusion request is approved by us, you will not be available to reopen your account, to play or make bets or to deposit any money earlier than 6 months after self-exclusion. For the period of self-exclusion, you will only have the option to withdraw money that was in your account before the self-exclusion request was approved."

However, in this case, the player’s account was reopened within a week (on July 13, 2024), directly violating your self-exclusion terms and undermining your stated commitment to responsible gambling. Allowing a vulnerable player to resume gambling shortly after raising concerns demonstrates a critical failure in safeguarding measures.

In light of this breach, the player is entitled to a refund of all deposits made from the date of the improper account reopening (July 13, 2024) to the date of permanent closure (September 29, 2024). This request aligns with industry standards and expectations when self-exclusion policies are not properly enforced.

If the refund is not issued, I will have no choice but to mark this complaint as unresolved. I urge you to honor your stated policies and demonstrate accountability in this matter.

Thank you for your attention, and I look forward to your prompt response.

Take responsibility for your mistake 1win casino!! 😡😡😡

Háganse cargo de su error casino 1win!! 😡😡😡

I am still waiting for the casino's response and the steps to receive the refund that corresponds to me, and no one is responsible... to get money from addicted users, they are always there, they send promotions... but when they have something against them, they disappear... Take responsibility for your mistake 1win casino!! 😡😡😡

Aun sigo esperando la respuesta del casino, y de los pasos para recibir el reembolso que me corresponte, y nadie se hace cargo.. para sacar plata a los usuarios adictos, estan siempre, mandan promociones.. pero cuando tienen algo en contra desaparecen..Háganse cargo de su error casino 1win!! 😡😡😡

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are trying to hack my casino guru account to cancel the claim.. how low the 1win casino level is!! Reply here, and reply to the emails, take charge I want my refund

Me están intentando hackear mi cuenta de casino gurú para dar de baja el reclamo.. que bajo nivel del casino 1win!! Respondan por acá, y respondan los mails, háganse cargo quiero mi reembolso

Dear erickpowcam93,

Could you please clarify why you believe someone is attempting to hack your Casino Guru account? Additionally, could you let me know the email address from which you received the password reset request?