1win — player complaint #15217, 2026-07-07: account blocks

The player from Kuwait had requested to close his account permanently due to gambling addiction on May 09, 2026, but the account had remained active, resulting in a loss of 355 CAD. The casino stated that the player's initial email had been sent to an outdated support address and that the account was permanently blocked only after the correct security team had received the request on May 25, 2026. Despite the player providing evidence of earlier contact attempts, the casino denied responsibility for the losses incurred before the account closure, citing compliance with platform rules. The complaint was closed as unresolved since the casino refused to refund the losses, and the player was advised to escalate the matter to the Curaçao Gaming Authority.