Onlywin Casino - プレイヤーは、カジノが適切な自己排除を行わずにアカウントを閉鎖したと主張しています。

Ineffective responsible gambling and deposit limit . 

I signed up 3 months ago in onlywin and I asked for self exclusion permanently ( forever in their term ) and I have all emails and follow ups .I  totally forget after three month  I had existing account  so in order to feed my gambling desires  I was able to logged in again . 

first of all , I sat a deposit limit in my account like $1 daily 3  months ago  to protect myself because my request for self exclusion forever was not completed and you can only   a cool off for only 24 hours while increase in  deposit limit takes 7 days

I sent an email for support and explain a situation that how come I was able to logged in while I am in self exclusion forever period . My second concern how I was able to change my daily deposit instantly for 4 times without any problem and in T&A mentioned it needs 7 days .

Honestly I got a stupid reply after 24 hours mentioned the clauses and so on . The one who decided to reply to my email only copy paste the clauses and go around himself . I read the emails 3 times and didn’t understand  anything . 

Onlywin Management reply as follows :

1- Under Clause 35.1 of the Terms and Conditions, OnlyWin provides a voluntary self-exclusion policy allowing players to "close their account or restrict their ability to place bets or game on the Website for a minimum period of six months."

Further, Section 6.1 of the Responsible Gaming Policy specifies that:

"The Player has the right to self-exclude himself from gaming at any time by technical adjustments on our platform. Where technical adjustments are temporarily unavailable, the player can submit a request by sending an email to Us."

Our review shows that no self-exclusion request was properly submitted and confirmed by you. As such, the system did not register your account as self-excluded, and it therefore remained active in compliance with Clause 35.1.

In line with Section 6.3, once self-exclusion is activated, it cannot be revoked or reversed until the expiry of the chosen exclusion period. Since no such activation occurred, your deposits and gameplay remained valid.

My answer : I had a proved emails that I requested for forever because it was one of the option you mentioned in the email s 3 months ago . 

He mentioned no request was submitted and confirmed by you . Excuse me for 1 week I am sending you emails back and forth and then received another email from you offering me options 1 month , 3 , 6 or forever and I went for forever . I sent 3  emails to confirm that I want a self exclusion forever period. 

You can’t fake up the truth and just making up excuses that not exists 

2- Casino reply ** According to Clause 8.4 of the Terms and Conditions, players are entitled to set deposit limits, and

"Any confirmed reductions to your deposit limit will take effect."

Answer : my concern was how come I was able to change deposit instantly 4 times within half an hour while in your T& A mentioned needs 7 days to increase got effective . 

I am telling he is answering me different direction . 

Additionally, Responsible Gaming Policy, Section 7.1–7.3 establishes that players may set daily, weekly, or monthly deposit limits via the player profile or by contacting Us. In your case, the records confirm that all deposits and any adjustments to limits were made directly from your verified account. The Company did not receive any formal limit reduction or exclusion request prior to your deposits.**

Answer : first of all my account is not verified . Second I sat a daily  deposit limit for $1 in order to avoid gambling till you process my request  self exclusion forever . 

Third , you mentioned above that I can sat set a deposit limit through my profile and thats exactly what I did and there was no need to send a formal email for deposit limit because I asked for self exclusion forever . Again the one who replied just go around himself .

 Bottom line , onlywin  is scam and have 0 respect for players who have gambling problems and doesn’t follow his own T&A . 

Casino has to refund me all the money . 

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Hello,

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

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

• Is your player's account currently blocked?
• Have you at any point informed the casino about suffering from gambling issues? When have you informed them?
• Have you unsubscribed from the casino's marketing communication?
• Could you please describe which steps you took in order to complete the self-exclusion process in the casino? Which steps did you not complete according to the casino?
• Send any supporting evidence and communication to my email at tomas@casino.guru or post screenshots here.

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

Best regards,

Tomas

Hello Tomas 

Thanks for your email and I am attaching all the communication emails between me and onlywin Casino . 

I’ll answer your questions in order 

1- my account is blocked now . once I sent them an email asking how come self exclusion forever was off , they blocked me right after . 

2-I requested three times through email for exclusion permanently . I’ve been playing online for more than 15 years and once you requested self exclusion through player profile or sent an email if they don’t have the option , casino proceed it right away . In my case , I insisted three times through email to self exclusion permanently . Once I mentioned casino guru would be involved , they blocked my account right away . 

3 - I followed as it mentioned in T& A section 6.11 and section 6.2 .

The following actions I did :

1- sent an email in July asked for self exclusion 

2- choose time period permanent ( forever ) 

In section 6.2 it mentioned once self and exclusion is submitted , it will take affective immediately which it seems never happen in my case .  

In section 6.3 self and exclusion can’t be revoked or reversed by player . Again it didn’t worked in my case too .

Dear Braveheart80,

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, Martin (martin.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.

Kind regards,

Tomas

Hello Braveheart80,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Onlywin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player able to play on his account again? Would you be able to provide us with his deposit history?

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Casino Guru Team,

Thank you for mediating this case. Following your request, we have reviewed the player’s account in detail, including system logs, timestamps, and all correspondence.

Before addressing the substantive points, we would like to clarify one procedural matter. The player stated that our previous replies were "evasive". We respectfully note that our communication contained only factual information derived from system records and relevant contractual clauses.

Furthermore, parts of the correspondence received from the player contained explicit and inappropriate language directed at our staff. In such circumstances, and in line with our internal communication policy, we continued to respond factually and professionally. For this reason, we believe the allegation of evasiveness does not reflect the nature of our responses.

We provide our clause-based findings below. Section 6.1 of Responsible Gaming Policy requires that a self-exclusion request must be submitted via the responsible-gaming tools within the player account and then confirmed by our team. Confirmation is mandatory for activation. Our system shows no confirmed self-exclusion request through any channel. Consequently, no self-exclusion lock was triggered under Section 6.4, and the account remained accessible.

Because no valid exclusion was activated, the system continued to process account access normally in accordance with Clause 35.1 of our Terms and Conditions and the Responsible Gaming Policy.

Under the provisions Clause 8.4 of our Terms and Conditions and Section 7.1 -7.3 of the Responsible Gaming Policy, deposit limits may be adjusted directly by the player in their profile. All limit changes linked to this case were performed from the verified player environment. No request for a limit reduction or lock was submitted to support prior to the deposits. The system operated within the framework prescribed by the above clauses. Our payment records confirm that all deposits were completed successfully and followed by active gameplay.

Clause 8.1 of our Terms and Conditions permits refunds only when:

no gameplay occurred after the deposit, and the request is submitted within seven (7) days.

As all deposits were followed by gameplay, they do not meet the criteria for refunds.

Based solely on verifiable system data and the relevant contractual provisions:

No valid or confirmed self-exclusion request was submitted.

No limit-reduction or restriction request was submitted to support prior to deposits.

All limit changes were made directly from the verified player account.

The deposits do not qualify for refund under Clause 8.1 due to subsequent gameplay.

The account was never in an excluded or restricted state.

Our communication with the player consisted of factual explanations based on the Terms, and any perception of evasiveness appears to stem from the player’s frustration, which also resulted in explicit language towards staff.

We remain available to provide any additional clarification or documentation to assist your assessment, in accordance with regulatory and data-protection requirements.

Kind regards,

OnlyWin Team

Dear Braveheart80,

can you please send us the communication with the casino, along with the self-exclusion closure requests again, this time in a chronological order? Unfortunately, the email you have sent us is quite hard to navigate and I am unable to determine the order of certain messages.

Dear casino representative,

Thank you for your detailed explanation. While we are waiting for the player to provide us with the self-exclusion requests again, I would like you to comment on the following:

The player has proved to us, that after communicated with your support by email, he received a reply from your team listing available self-exclusion durations. This suggests that the request was received and processed at least on a communication level. Are there any records of this in your system? In case you would like to comment on and explain your view of this exchange, please do so here or at my email martin.l@casino.guru

Regarding the deposit limits, Casino Guru cannot agree with the way these are implemented. From what I understand, in certain situations, the players can increase them at their will, which can render them ineffective the moment a player with gambling issues relapses. Have there been any attempts to look into this?

Thank you both again for your involvement in the mediation process, please get back to me at your earliest convenience.

Hello Martin

whatever casino representative doesn’t make sense . I requested by email three times for self exclusion permanently and you confirmed by replying back to my email offering me different period of time and I insisted for permanent. I sent all emails for Martin .

regarding deposit limit , I did not understand anything what the casino representative try to explain and based on my gambling experience , you can’t change deposit instantly by yourself . And last I didn’t verify my account . I am only repeating myself and the casino representative just giving excuses that doesn’t make sense .

Dear Braveheart80,

thank you for your updates and the additional material provided.

Dear casino representative,

After reviewing the player’s emails in chronological order, it’s clear that multiple requests for account closure were submitted, including several messages explicitly asking for exclusion. Additionally, on July 26th, the player clearly mentioned gambling problems, although these were more than apparent at that point. We believe that in such situations accounts should be closed and safeguarded accordingly.

Taking necessary internal review processes in account, we believe the player is entitled to a refund of all deposits made on 28th of July onwards.

Hi Braveheart80 & Martin!

We sincerely apologize for the wait! Part of the team we need to continue working on this case is currently on vacation. Because of this, we kindly ask for your understanding and an extra 6 days on the timer.

Once again, we truly apologize for the inconvenience, and thank you for your patience.

Kind regards,

OnlyWin Team

Hello Martin

My case is straightforward that Casino doesn’t follow and respect the responsible gambling and Deposit limit policies.The casino representatives keep giving excuses that doesn’t make sense and only try to fake up their own T& A regarding responsible gambling and deposit limit sections . It’s been 1 month and now casino representative mentioned another excuse that part of team are on vacation and need 6 days more !! Excuse me !! Is my case such a complicated one ? Will the team make a meeting and study the case in details or might need lawyers too !!! For god sake stop making up excuses and it’s really showed that casino run by one man show . If Casino GURU APPROVE the extension for 6 days more , next excuses that some of team members are sick and need another 6 days extension then they would ask for another extension due to holiday days for some team members and so on !! My issue need to be resolved ASAP .

Thank you Martin in advance for your help

Dear Braveheart80,

I understand your frustration with the issue, but the casino has been largely cooperative with us so far. It is not unusual for casinos or even us, to need a few additional days when a case needs to be re-evaluated internally or when key staff members are unavailable.

Dear casino representative,

please get back to us at your earliest convenience, I have extended the timer by 6 days.

Hi Martin!

Thank you very much for the additional time!

Regarding this case, the team has conducted an even more detailed investigation, and a decision has been made to refund the disputed amount to the user.

OnlyWin team always follows all rules and, most importantly, maintains open and honest communication.

The team will share the refund flow shortly.

Best regards,

OnlyWin Team

Dear casino representative,

thank you for your response and commitment to responsible gambling.

Dear Braveheart80,

please keep us informed on the status of your refund.

Hello Martin

I’ll keep you updated once the money received.

Thank you again for your help and support

Hello Martin

just a heads up that I didn’t receive the refund yet .

Thank you again

Dear parties,

as more time has passed, I would like to ask you to update us on the current proceedings.

Dear Braveheart80,

have you received the refund?

Hi Martin!

Following up with feedback, the refund was sent from our side right after my response, and as of December 7, 2025, we can see the refund status as Successful.

Thank you, and please let us know if you need anything further!

Best regards,

OnlyWin Team

Hello Martin

I received the funds . Thank you again for your help and without your interference , my problem won’t be resolved .

Dear Braveheart80,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Onlywin Casino for their involvement. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past.. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru