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Hi, I've been trying to get my account closed for months but without any response, they just tell me that I have to wait 3 months but I'm going crazy and I'm continuing to throw money, please help me !!

Salve, sono mesi che provo a farmi chiudere l’account ma senza nessuna risposta, mi dicono solo che devo aspettare 3 mesi ma io sto impazzendo e sto continuando a buttare soldi, per favore aiutatemi!!

Hello florioivano,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what is your reason to close your account? Did you request for self exclusion or just to close it? Did you ever mention any gambling issues or gambling addiction to the casino? Can you please clarify when was your first and last attempt to close your account?

Looking forward to your answer.

Regards,

Nick

hi, I've been trying for months to get excluded for gambling but without success! In the meantime I am continuing to play, if he continues like this I will take legal action, I only wrote him via chat and the screenshots I have already sent him unfortunately some old chats I have nothing but the casino's answer is always the same, you have to wait 3 months of inactivity to be able to close the account, but how can you tell someone who is ludopathic?

salve, sto provando da mesi a farmi escludere per ludopatia ma senza successo! Nel frattempo sto continuando a giocare, se continua così agirò per vie legali, gli ho scritto solo via chat e gli screen che ho gliel’ho gia mandati purtroppo delle vecchie chat non ho nulla ma la risposta del casinò è sempre la stessa, devi aspettare 3 mesi di inattività per poter chiudere il conto, ma come si può dire così a chi è ludopatico?

Please have not heard from yet ...

Vi prego ancora non ho avuto notizie…

Can you please forward us one of your request to close your account which you sent to the casino? Please send it to nikolas.b@casino.guru.

Good afternoon!

The game account was completely blocked at the request of the client.

Sincerely, 1Win team.

Добрый день!

Игровой аккаунт был полностью заблокирован по запросу клиента.

С уважением, команда 1Win.

Dear florioivano,

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 think they closed the account but I refund nothing ...

Credo che il conto lo abbiano chiuso ma rimborsi niente…

Dear florioivano,

The proof you forwarded is just a written text. Is there actually any proof showing that you have requested to close your account months ago?

Dear florioivano,

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've sent you screenshots of the only chats I've photographed, that's all I have

Ti ho inviato gli screenshot degli uniche chat che ho fotografato, non ho altro

Dear florioivano,

Unfortunately based on the screenshot you provided it is impossible to determine when exactly did you request for the self exclusion. All I can do is to recommend you to contact directly the licensing authorities of the casino who might be able to help you resolve your issue.

I'm really sorry but without a solid evidence, we can do hardly anything. The complaint will be now closed.