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Hello Guru Team,

I requested self-exclusion from the 1Win casino for 90 days, which they accepted. However, I sent another email two days later to have my account reopened without having completed the established self-exclusion period that I had requested because I have serious gambling addiction problems. Attached are images of the sent emails.

I lost a total of $20,400 in casino games. Please, I am requesting your help to recover my money since I had asked for self-exclusion on my account.

My loss of USD 20,400 was due to the casino's failure to comply with responsible gaming, as I had requested self-exclusion.

Hola equipo de guru,

Solicité autoexclusión en este casino 1Win, por 90 días ellos me la aceptaron luego envié otro correo a los dos días para que ellos me abrieron la cuenta sin haber cumplido el tiempo establecido del la autoexclusión que solicité ya que tengo problemas en el juego mucha adicción adjunto imágenes de los correos enviado.

perdi la cantidad de $20,400 en el juego de casino. Porfavor solicito su ayuda para recuperar mi dinero ya que yo estaba con mi cuenta que había pedido autoexclusión

USD 20,400 fue mi pérdida por culpa del casino que no cumplen con el juego responsable que solicité autoexclusión

Hello AbdelH,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello good guru team,

I have requested self-exclusion for 90 days, which the casino did accept, I attach proof.

"My case is one of self-exclusion"

I am very addicted to gambling, I have addiction problems in casino games, I requested via email that my account be self-excluded for 90 days, which the casino accepted. I will attach the image and video of the response.

Then I sent another email two days later requesting that my account be opened, even after they accepted the self-exclusion they made the decision to open my account. I am very addicted to gambling, that is why I requested that, which they did not respect. I have many addiction problems.

I request your help from the guru team to give me a refund since I am very addicted to the game.

"This is what 1Win says in their responsible gaming"

Self-exclusion from gambling

If you wish to close your 1win account, please contact support. In most cases, you will have the option to renew your account at a later date. However, if you request permanent closure, we will comply with this request under any circumstances and it will not be possible to renew the account.

Please put the images in private so that only the parties involved can see them since it contains sensitive information.

Also if you can give me an email to send you more evidence Please.

Hola buenas equipo guru,

yo si he solicitado lo que es autoexclusión por 90 días lo cual el casino si me aceptó adjunto pruebas.

"Mi caso es de autoexclusión"

Soy muy adicto al juego tengo problemas de adicción en el juego de casino, yo solicité por medio de correo eléctrico mi cuenta sea auto excluida por 90 días lo cual el casino aceptó adjuntaré la imagen y video de respuesta

luego envié otro correo a los dos días solicitando me sea abierta la cuenta aún así después de ellos aceptar la autoexclusión tomaron la decisión de abrirme la cuenta. Soy muy adicto al juego por eso solicité eso así lo cual ellos no respetaron tengo muchos problemas de adicción

Solicito su ayuda al equipo de guru para que me hagan un reembolso ya que soy muy adicto al juego

" Esto lo dicen 1Win en su juego responsable "

Autoexclusión del juego

Si desea cerrar su cuenta 1win, comuníquese con soporte. En la mayoría de los casos, tendrá la opción de renovar su cuenta en una fecha posterior. Sin embargo, si solicita cierre permanente, cumpliremos con esta solicitud bajo cualquier circunstancia y no será posible renovar la cuenta.

Porfavor poner la imágenes en privado que solo los veamos las partes involucradas ya que tiene información sensible

También si puedes darme algún correo para enviarte más pruebas Porfavor.

Dear AbdelH,

I kindly suggest reaching out to the casino again and explicitly mentioning gambling addiction in your communication. Many players are unaware of the distinction between a self-excluded account and a blocked account. In most cases, casinos only block an account unless gambling addiction is specifically highlighted.

Please contact them again with a clear explanation of your reasons and let us know the outcome.

Looking forward to your update.

Best regards,

Nick