1win Casino - Jugador busca ayuda tras autoexclusión y pérdidas significativas.

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

Dear AbdelH,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of AbdelH. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Guru team, thank you for reopening my complaint.

Here I'm sharing screenshots of all the times I requested self-exclusion "due to addiction." I had even previously requested that my account be deleted because I was addicted to gambling. They did so, but then I sent me an email asking them to open the account for me. They did so without mentioning that I was addicted to gambling.

They do not respect responsible gaming as stated in their terms and conditions. I will attach all the necessary evidence so you can understand my case and help me recover the loss due to the addiction that I had already mentioned a long time ago.

I ask the Guru team for your help in resolving this case.

Thank you very much for reopening my complaint. I am grateful to the Guru team.

After saying that I wanted the account closed forever, they never listened to me, even when I told them about addiction, they don't care and they will always open it.

I will share evidence from a long time ago.

Please make all images private.

ere I share more images

put all the images private thank you very much

Here's another proof. Today I requested that they open an account for me, which they did immediately. Therefore, I request your support to return the USDT 25,000 to me.

This is proof that they do not respect my addiction, which I have requested for more than two years. I request your great help so that my funds are returned to me.

These are all the images that can be reviewed, showing the casino's injustice towards me for not respecting my decision to stop gambling due to addiction.

Please set image to private.

Hello Guru team

Should you wish to close your win account, please contact our Customer Support. In the majority of cases, there will be the option for you to reopen your account.

However, should you request a

permanent closure, then we shall honour this request in all circumstances and reopening shall not be permitted.

1Win states this in its terms and conditions.

On August 16, 2023, I requested it. You can see it in the image of the email sent to 1Win support. I sent the same evidence that supports my dispute with the casino for acting in bad faith. You can see the image at the top of the previous messages because they agreed not to open the player's account no matter what. I requested this on that date, but the casino did not respect my decision.

Then, in a few days, I sent an email asking them to open my account.

That I was ready to play, something the casino had to reject because, according to what you read and it is public, they closed the account and accepted the request under any circumstance "AND REOPENING IS NOT ALLOWED," something they did not comply with.

Then on May 1st, I requested it again, and guess what, they opened it. I made it clear to them that I didn't want to reopen the account, that I was addicted, and I lost another amount.

Now I'm going back to what I mentioned before.

On August 31st, 2024, I asked again, saying it was something they didn't have to open.

You can see all the times I told the casino about my addiction, and also that they don't respect the terms and conditions. On December 12th, 2024, I lost a more significant amount at the casino.

Then on other dates, which are in the images that Casino Guru shows, you can see all the times I asked for a indefinitive exclusion. I also asked that I didn't want to play with the company again. I asked many times that I didn't want to play. I also asked for help.

But that's not all. TODAY I REQUESTED THEM TO OPEN THE ACCOUNT FOR ME, SAYING I WAS READY TO RETURN. Their response was, "YOUR ACCOUNT IS UNLOCKED, YOU CAN PLAY." I even asked for Please help me, they'll stop opening it. I'll leave the image publicly in this message so you can see it.

I look forward to your prompt assistance in this case. Thank you for helping. Equip Guru

Can you leave these images visible? They are the only ones I will ask for this way. Thank you, just these "5"

Dear AbdelH,

According to the e-mails you have provided, you have mentioned gambling addiction for the first time on 18/3/2025.

As the previous ones did not include this information, your account was simply blocked with the possibility to reopen it at any time.

Therefor, any deposits made prior to mentioning gambling addiction are non-refundable.

Can you please advise if you have made any deposits since 18/03/2025?

Awaiting your response.

Regards,

Nick

Hi Nick, thanks for replying.

I'm asking you, were the contract or terms and conditions I accepted those of the casino, and according to their terms and conditions, the account shouldn't have been opened since 2023 after my first request? I invite you to read the casino's terms and conditions once again.

Now it is about a topic of

responsible gaming

It is in responsible gaming that the rules are. Those rules were not set by me nor by you, they were set by the casino and according to its terms and conditions it is exactly as I tell you.

The casino's terms and conditions don't say I should say I'm an addict. The terms and conditions are clear. They haven't complied with them, and I, the player, am the one who has been harmed. Even after I said that I'm addicted, the casino reopened. But as I said, the terms and conditions don't say anything about it, which were the terms and conditions I accepted.

And if not, could you please show me where in the terms and conditions it says I should say I have an addiction?

The image is clear, can you read it? Please, these are the terms directly from the company. In order to make the account, you must accept them in advance.

I'll put it in the image once more so that it can be read by the GURU team.

Nick, you tell me this. Since the previous ones didn't include this information, your account was simply blocked with the possibility of reopening it at any time.

But the terms and conditions say otherwise I show you here

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 honor this request under any circumstances, and it will not be possible to renew your account.

1Win says so in its terms and conditions and rules.

"I REQUESTED PERMANENT CLOSURE"

There it is in their terms and conditions we can clearly see them.

I requested a PERMANENT closure. You can read them. I even left the link in the responsible gaming rules section. You can read it.

https://1win.com/rules/7

Hola Nick gracias por responder,

Te pregunto, el contrato o los términos y condiciones que yo acepté fueron los del casino, y según sus términos y condiciones la cuenta no debió de abrirse desde el año 2023 luego de mi primera solicitud, te invito que leas una vez más los término y condiciones del casino.

Ahora es sobre un tema de 

 juego responsable 

Es en el juego responsable que están las reglas esas reglas no las puse yo ni las pusiste tú la puso el casino y según sus términos y condiciones es tal cual como yo te digo.

En los términos y condiciones del casino no dice que debo de decir que soy un adicto son los términos y condiciones son claros, ellos no los han cumplido y el perjudicó soy yo el jugador, incluso luego de haber dicho eso de adicción se volvió a abrir. Pero como lo he dicho en sus términos y condiciones no lo dice en ningún lado lo cuales fueron los términos y condiciones que yo acepté 

Y si no es así me muestran porfavor en qué parte de término y condiciones dice que yo debo de decir que tengo adicción?

La imagen es clara pueden leerlo Porfavor son los termino directamente de la compañía que para poder hacer la cuenta debes de aceptarlos con anticipación 

Lo pondré en imagen una vez mas para que sea leído por el equipo de GURÚ

Nick tú me dices esto, Como los anteriores no incluían esta información, simplemente tu cuenta quedaba bloqueada con la posibilidad de volver a abrirla en cualquier momento.

Pero los términos y condiciones dicen lo contrario te muestro aquí 

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.

Eso lo dice 1Win en sus términos y condiciones y en sus reglas.

"‘ YO SOLICITÉ CIERRE PERMANENTE "

Ahí está en sus términos y condiciones claramente podemos verlos.

Yo solicité el cierre PERMANENTE pueden leerlos incluso les dejo el link en sección de reglas juego responsable pueden leerlo

https://1win.com/rules/7

Dear AbdelH,

Can you please answer to my previous question?

We are aware of the casino rules but it's how it works in general - please read my first post in the complaint.

Under any circumstances, if you do not mention gambling addiction or gambling related issues, your account may be reopened.

Regards,

Nick

Dear AbdelH,

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.

Hi Team Guru, I see you're leaning more toward the casino than being neutral in this case.

Guru's answer

We know the casino rules, but here's how it generally works: read my first post on the complaint.

Under any circumstances, if you do not mention gambling addiction or gambling-related problems, your account may be reopened.

Greetings,

Now, what you want me to understand is a rule that is not written, nor did I accept it at the time I registered at the casino.

I based myself on the casino rules, which I accepted its terms and conditions, not the GENERAL rules that you tell me or want me to accept without me agreeing.

As I have told you in previous messages, the casino rules are clear. If Guru does not want to accept it, it is very different, but the rules are very, very clear. I will even leave it to you once again, just as you told me in previous messages. I will not read previous messages. I will put it in this one.

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 honor this request under any circumstances, and it will not be possible to renew your account.

Now you want me to accept a rule that isn't written down. I told you to show me where it says that in the casino where I played.

You're telling me the rules are general, so why are casino terms and conditions accepted if you say they're all general? But when the casino isn't right or doesn't pay its players, why don't you say they're general?

I do need help, but why insist that the general rules are different if the casino doesn't follow the general rules? Or do you want to agree with the casino? If what the casino says is clear,

However, if you request permanent closure, we will comply with this request under any circumstances, and the account cannot be renewed. (That's in the casino rules) which are the rules I agreed to and abide by.

I accepted the casino rules, not the general rules that are not valid here because I did not accept them. I ACCEPT THE CASINO RULES, which are clear.

Hola equipo guru, veo que te inclinas más a favor del casino que ser neutral en este caso.

Respuesta de guru

Conocemos las reglas del casino, pero así es como funciona en general: lea mi primera publicación en la queja.

Bajo cualquier circunstancia, si no menciona adicción al juego o problemas relacionados con el juego, su cuenta puede ser abierta nuevamente.

Saludos,

Ahora, lo que me quieres hacer entender es una regla que no esta escrita, ni mucho menos acepté en el momento que me registre en el casino

Yo me base en las reglas del casino lo cual yo acepté sus términos y condiciones no las reglas en GENERAL que tú me dices o quieres que acepte sin yo estar de acuerdo

Como te he dicho en mensajes anteriores las reglas del casino son claras si por parte de guru no quieren aceptarla es muy diferente pero las regla es muy pero muy clara incluso te la dejo una ves más así como me dijiste que les mensajes anteriores, yo no pondré a leer mensajes anteriores te lo pondré en este

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.

Ahora quieres que acepte una regla que no está escrita te he dicho que me enseñes donde dice eso en el casino que jugue.

Me vienes a decir que las reglas son generales entonces por que se aceptan los términos y condiciones de los casinos si dices que todas son generales ? Pero cuando el casino no tiene la razón o no paga a sus jugadores por que ahí no dices que son generales ?

Yo la ayuda si la necesito pero por que el afán en que las reglas generales son otras si el casino no trabaja con las reglas generales, o que le quieres dar la razón al casino ???? Si lo que dice el casino está claro,

Sin embargo, si solicita cierre permanente, cumpliremos con esta solicitud bajo cualquier circunstancia y no será posible renovar la cuenta. ( Eso está en las reglas del casino ) que son las reglas que yo acepté y me aferro

Yo acepte las reglas del casino, no las reglas generales que aquí no tienen validez por que yo no las acepte ACEPTE LAS DEL CASINO las cuales son claras.

Dear AbdelH,

Unfortunately, we will now proceed with closing the complaint. The situation has been explained multiple times, and you have not given a response to the questions previously raised.

Please keep in mind for any future cases that, unless gambling problems or addiction are explicitly mentioned in your request, the casino is not obligated to close your account permanently, and you may be able to reopen it at any time.

Best regards,

Nick