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I request to file a formal complaint against the 1win platform for failure to comply with responsible gaming measures.

On June 11, 2025, I expressly requested self-exclusion due to gambling issues, clearly stating that I should not be allowed to deposit or participate on the platform again. However, the company did not implement a true self-exclusion, merely blocking my account.

Subsequently, I was able to create multiple new accounts without restrictions and continue operating normally. Despite having requested to be excluded, the platform allowed me to make numerous deposits, all from my personal bank account in my name, demonstrating that they did not implement effective controls to prevent my access.

As a result of this negligence, I made deposits for an approximate amount of $600,000 CLP after having requested my self-exclusion.

Additionally, some of these accounts generated profits, but the accounts were subsequently blocked by the platform, withholding the available funds, which further aggravates the situation. It is important to note that on other platforms where I also requested self-exclusion, I was completely prevented from depositing and playing, demonstrating that effective mechanisms do exist, but in this case, they were not applied.

I believe that the company seriously failed in its duty of responsible gaming, allowing a self-excluded person to continue depositing and playing, and subsequently blocking accounts with withheld funds.

I request a full review of my case, the return of deposits made after my self-exclusion request, and the permanent closure of any account associated with my personal data.

Solicito presentar un reclamo formal contra la plataforma 1win por incumplimiento de medidas de juego responsable.

El día 11-06-2025 solicité expresamente mi autoexclusión debido a problemas con el juego, indicando claramente que no se me permitiera volver a depositar ni participar en la plataforma. Sin embargo, la empresa no aplicó una autoexclusión real, limitándose únicamente a bloquear una cuenta.

Posteriormente, pude crear múltiples cuentas nuevas sin restricciones y continuar operando con normalidad. A pesar de haber solicitado ser excluida, la plataforma permitió que realizara numerosos depósitos, todos desde mi cuenta bancaria personal a mi nombre, lo que demuestra que no implementaron controles efectivos para impedir mi acceso.

Como consecuencia de esta negligencia, realicé depósitos por un monto aproximado de $600.000 CLP después de haber solicitado mi autoexclusión.

Adicionalmente, en algunas de estas cuentas se generaron ganancias, pero las cuentas fueron posteriormente bloqueadas por la plataforma, reteniendo los fondos disponibles, lo que agrava aún más la situación. Es importante destacar que en otras plataformas donde también solicité autoexclusión, se me impidió completamente depositar y jugar, lo que demuestra que sí existen mecanismos efectivos que en este caso no fueron aplicados.

Considero que la empresa incumplió gravemente su deber de juego responsable, permitiendo que una persona autoexcluida continuara depositando y jugando, y posteriormente bloqueando cuentas con fondos retenidos.

Solicito la revisión completa de mi caso, la devolución de los depósitos realizados después de mi solicitud de autoexclusión y el cierre definitivo de cualquier cuenta asociada a mis datos personales.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ayelencarolina,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you have experienced.

I have reviewed the document you provided, and I can see that you clearly requested self-exclusion due to gambling control issues and asked for permanent blocking of your account . This is an important point for our investigation.

To better understand the situation and proceed further, I would like to ask you a few additional questions:

• Did you receive any confirmation from the casino that your self-exclusion was fully applied (beyond account blocking)?
• After submitting the requested verification details, did you complete this process with the casino? If yes, could you confirm what information you provided and when?
• How were you able to create new accounts? Were you using the same personal details (name, email, phone number, payment method)?
• Can you please specify how many accounts you created and approximate dates of activity on those accounts?

If you have any additional relevant communication with the casino (emails, chat transcripts, or additional documents), please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your response.

Regarding your questions:

I received no confirmation that a full self-exclusion had been applied beyond the blocking of one account. I was only informed that my account had been permanently blocked.

Yes, I sent the information requested by the casino to verify my identity, complying with the required self-exclusion process. (I HAVE ATTACHED THE EMAIL WITH THE INFORMATION THAT WAS REQUESTED FROM ME).

I provided the necessary personal data at that time, as indicated by the platform.

Despite having requested self-exclusion and completed the verification process, I was subsequently able to create approximately seven accounts between February 25, 2026, and the present. In all of them, I used my personal information and made deposits from my personal bank account in my name (Banco de Chile), demonstrating that the platform was able to identify me as the same person.

Throughout that period I continued to have access to the platform and make deposits without any effective restrictions, which shows that no real self-exclusion was implemented.

As a result of this lack of control, I made multiple deposits for an approximate amount of $600,000 CLP after having requested my self-exclusion.

Additionally, some of these accounts generated profits, but the accounts were subsequently blocked, withholding the available funds, which further aggravates the situation.

This situation demonstrates a serious failure in the application of responsible gambling measures, as they allowed a person who requested self-exclusion to continue registering, depositing and playing without restrictions.

I remain attentive to any additional information you may need.

Gracias por su respuesta.

En relación a sus preguntas:

No recibí ninguna confirmación de que se hubiera aplicado una autoexclusión completa más allá del bloqueo de una cuenta. Solo se me informó que mi cuenta había sido bloqueada permanentemente.

Sí, envié la información solicitada por el casino para verificar mi identidad, cumpliendo con el proceso requerido para la autoexclusión.(ADJUNTO CORREO CON LA INFORMACION QUE SE ME SOLICITO).

Proporcioné los datos personales necesarios en ese momento, según lo indicado por la plataforma.

A pesar de haber solicitado la autoexclusión y haber completado el proceso de verificación, posteriormente pude crear aproximadamente 7 cuentas entre el 25 de febrero de 2026 y la actualidad. En todas ellas utilicé mis datos personales y realicé depósitos desde mi cuenta bancaria personal a mi nombre (Banco de Chile), lo que demuestra que la plataforma tenía la posibilidad de identificarme como la misma persona.

Durante todo ese período continué teniendo acceso a la plataforma y realizando depósitos sin ninguna restricción efectiva, lo que evidencia que no se implementó una autoexclusión real.

Como consecuencia de esta falta de control, realicé múltiples depósitos por un monto aproximado de $600.000 CLP después de haber solicitado mi autoexclusión.

Adicionalmente, en algunas de estas cuentas se generaron ganancias, pero posteriormente las cuentas fueron bloqueadas, reteniendo los fondos disponibles, lo que agrava aún más la situación.

Esta situación demuestra una falla grave en la aplicación de las medidas de juego responsable, ya que permitieron que una persona que solicitó autoexclusión continuara registrándose, depositando y jugando sin restricciones.

Quedo atenta a cualquier información adicional que necesiten.

Hi Ayelencarolina,

I would like to ask you to clarify one important point so we can properly assess your case:

• Can you please confirm whether all the accounts you created were registered using exactly the same personal details (full name, date of birth, address, phone number), or were there any differences between them (for example, different emails, variations in name, etc.)?

Additionally, it would be very helpful if you could provide:

• A list of the accounts (usernames or email addresses) you created
• Any communication from the casino confirming the blocking of your original account and/or their response to your self-exclusion request

These details are very important for us to determine whether the casino had a fair opportunity to identify you as a self-excluded player across multiple accounts.

Thank you.

Thank you for your response.

Regarding your inquiry, I confirm that the original account from which I requested self-exclusion was registered with the email address ayelen.gavilan@gmail.com .

Subsequently, I created several accounts using different email addresses, which were: ayelen.gavilanbecerra@gmail.com , ayelen250120@gmail.com , keylaortegagavilan@gmail.com , jhonjannierortega@gmail.com , frireneortega@gmail.com , erikabecerra1971@gmail.com , gavilanruth155@gmail.com , rutytaz09@gmail.com , pellitogamer@gmail.com and p.gavilanbecerra@gmail.com .

However, in all these accounts I used my real personal data and made deposits exclusively from my personal bank account in my name (Banco de Chile), which shows that the platform had multiple ways of identifying that it was the same person who had previously requested self-exclusion.

Despite this, I was able to create approximately 7 accounts between February 25, 2026 and the present, and continue making unrestricted deposits, which shows that effective self-exclusion was not applied.

I am also attaching the communication where the casino confirms the blocking of my original account.

I remain available for any further information you may need. I have attached a sequence of emails from when I requested self-exclusion until I was told my account was blocked (last image). I want to emphasize that in casinos where I requested self-exclusion, such as PokerStars and Betano, I was indeed self-excluded as required because I tried to create new accounts with the same emails. However, when I tried to pay and reload, my payment methods were automatically blocked, in this case, my own account at Banco de Chile. This demonstrates that there are tools that can identify me as a self-excluded person, either by detecting my IP address or my bank accounts.

Gracias por su respuesta.

En relación a su consulta, confirmo que la cuenta original desde la cual solicité la autoexclusión fue registrada con el correo ayelen.gavilan@gmail.com.

Posteriormente, creé varias cuentas utilizando diferentes correos electrónicos, los cuales fueron: ayelen.gavilanbecerra@gmail.com, ayelen250120@gmail.com, keylaortegagavilan@gmail.com, jhonjannierortega@gmail.com, frireneortega@gmail.com, erikabecerra1971@gmail.com, gavilanruth155@gmail.com, rutytaz09@gmail.com, pellitogamer@gmail.com y p.gavilanbecerra@gmail.com.

Sin embargo, en todas estas cuentas utilicé mis datos personales reales y realicé depósitos exclusivamente desde mi cuenta bancaria personal a mi nombre (Banco de Chile), lo que demuestra que la plataforma tenía múltiples formas de identificar que se trataba de la misma persona que había solicitado previamente la autoexclusión.

A pesar de esto, pude crear aproximadamente 7 cuentas entre el 25 de febrero de 2026 y la actualidad, y continuar realizando depósitos sin restricciones, lo que evidencia que no se aplicó una autoexclusión efectiva.

Adjunto también la comunicación donde el casino confirma el bloqueo de mi cuenta original.

Quedo atenta a cualquier información adicional que necesiten. ADJUNTO SECUENCIA DE CORREOS DESDE QUE SOLICITO AUTOEXCLUSIÓN HASTA QUE ME DICEN QUE MI CUENTA FUE BLOQUEADA( ULTIMA IMAGEN). Y RECALCO QUE EN ENTROS CASINOS DONDE PEDI AUTOEXCLUSIÓN COMO POKERSTAR Y BETANO, SI ME AUTOEXCLUYERON COMO DEBE DE SER PORQUE TRATE DE CREAR NUEVAS CUENTAS CON LOS MISMOS CORREOS, PERO AL TRATAR DE PAGAR Y RECAGRA. ME BLOQUEABA AUTOMATICAMENTE MIS MEDIOS DE PAGOS EN ESTE CASO LA MISMA.CUENTA A MI NOMBRE DEL BANCO DE CHILE. LO QUE DEMUESTRA DE QUE SI HAY HERRAMIENTAS QUE PERMITEN IDENTIFICARME COMO PERSONA AUTOEXCLUIDA, YA SEA DETECTANDO MI IP O MIS CUENTAS BANCARIAS.

Dear Ayelencarolina,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello Ayelencarolina, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of 1win Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello!

Thank you for bringing this situation to our attention. We have already forwarded your request for further review and are currently clarifying all the details involved. At this stage, we’re going through the data to ensure everything is checked accurately. This may take a bit more time, as we want to provide a clear and complete update.

Once the review is finished, detailed information will be sent to the Casino Guru team.

Hello!

We need a little more time to review all the details in this case and make sure everything is checked properly.

We will come back to you with a clear update as soon as the full information is gathered.

Hello!

At this stage, we are still collecting all necessary details to complete the verification properly. We kindly ask for a little more time while the process is being finalized. Once there is any update or the review is completed, we will notify you immediately.

I can add some time to the timer, dear 1win Casino, but am unable to keep prolonging it forever. Verification can be done separately to providing evidence by support team, via received e-mail messages and live chat transcripts. Thank you for your understanding.

Hello!

Dear Matej, we’ve sent the relevant information regarding the complaint to your email. Please review it at your convenience. 

Thank you for your patience while we were reviewing the case.

Thank you for the message, dear 1win Casino, I have responded asking for evidence that - once provided - can answer all the important questions and provide the conclusion to this case. Once I receive the response, I will post another update in this thread.

Dear Ayelencarolina, to keep you in the loop - the screenshots provided by the casino were not really answering any of my questions and suspicions, so I have requested something that will be more helpful.

Dear Matej,

We have received your request and are currently working on gathering the requested information. 

This may take a bit of time, but we’ll get back to you as soon as we have a clear update.

Thanks for the update.

I would like to emphasize an important point: my self-exclusion request was made precisely because of gambling control issues, which I clearly explained to the casino. For this reason, it was essential that the measure be applied effectively and completely.

Unfortunately, because it was not implemented correctly, I was allowed to continue accessing and carrying out activity on the platform, which caused me considerable financial harm, amounting to more than $600,000 CLP, and aggravated a personal situation that I was precisely trying to control through self-exclusion.

Additionally, on a later occasion I requested explanations from the casino regarding the failure to apply self-exclusion, without receiving any type of response, which demonstrates a lack of attention and management in the face of a situation that required special care.

I believe this context is key to assessing the operator's responsibility in this case, since the purpose of self-exclusion is precisely to protect the user in these types of situations.

I will be attentive to any new developments.

Gracias por la actualización.

Quisiera reforzar un punto importante: mi solicitud de autoexclusión fue realizada precisamente debido a problemas de control con el juego, lo cual expresé de forma clara al casino. Por este motivo, era fundamental que la medida se aplicara de manera efectiva y completa.

Lamentablemente, al no implementarse correctamente, se me permitió seguir accediendo y realizando actividad en la plataforma, lo que me generó un perjuicio económico considerable, que la asciende a más de $600.000 CLP, y agravó una situación personal que justamente intentaba controlar mediante la autoexclusión.

Adicionalmente, en una ocasión posterior solicité explicaciones al casino respecto a la falta de aplicación de la autoexclusión, sin recibir ningún tipo de respuesta, lo que evidencia una falta de atención y gestión frente a una situación que requería especial cuidado.

Considero que este contexto es clave para evaluar la responsabilidad del operador en este caso, ya que la finalidad de la autoexclusión es precisamente proteger al usuario en este tipo de situaciones.

Quedo atenta a cualquier novedad.

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.

Hello dear matej

I would like to inform you that I have recently received identity verification requests from the casino, but only in some of the emails associated with the accounts I mentioned, not all of them.

I consider this point relevant, as it shows that even now there is no clear control or proper link between the different accounts, despite it being the same person.

Furthermore, these requests are only being made now, after I filed the complaint, and not at the time I requested self-exclusion or when I was allowed to continue operating on the platform.

I await your guidance on how to proceed with these verification requests.

Hola estimado matej

Quisiera informar que he recibido recientemente solicitudes de verificación de identidad por parte del casino, pero solo en algunos de los correos electrónicos asociados a las cuentas que mencioné, no en todos.

Considero relevante este punto, ya que evidencia que incluso actualmente no existe un control claro ni una vinculación adecuada entre las distintas cuentas, a pesar de tratarse de la misma persona.

Además, estas solicitudes se están realizando recién ahora, después de haber presentado el reclamo, y no en el momento en que solicité la autoexclusión ni cuando se me permitió continuar realizando actividad en la plataforma.

Quedo atenta a su orientación respecto a cómo proceder con estas solicitudes de verificación.

Hello!

Dear Matej, the relevant details have been sent to your e-mail. Please check it when it’s convenient for you.

Thank you for your patience.

Dear 1win Casino, the evidence provided is once again so heavily edited, there is no telling what am I looking at. With this, I am unable to confirm how the profile details were filled out, and therefore decide the outcome. If I can't receive any real evidence, I will be forced to close this complaint as unresolved, and I would like to avoid that if possible. Please, let me know if you awa willing to provide the requested evidence (player's profiles as were filled in different accounts), or if we need to find a workaround. Thank you for your understanding.

Hello!

We have forwarded your request to the responsible department and are currently awaiting the information from their side.

As soon as we receive an update, we’ll get back to you with the details.

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.