1win Casino - El jugador solicita intervención por el retraso en la recepción de fondos.

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 Gonzalotriste,

Thank you very much for your update.

To help me better understand your case, could you please answer the following questions?

• Did you sucesfully withdrawn funds from this casino before?
• Could you please give me a date when did you asked for withdrawal?
• Did you used any casino bonuses or you have currently any active bonus?
• Did you sucesfully completed your KYC verification?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla:

Thank you so much for your response and for taking the time to review my case. I greatly appreciate your help, as I have been trying to resolve this situation directly with the casino for several months.

I will answer your questions:

1. Have I withdrawn funds from this casino before?

No. I've never made a withdrawal before. In fact, this was the first time I was going to withdraw funds.

2. Could you please indicate the date on which I requested to be discharged?

I never voluntarily requested the cancellation or closure of my account.

On March 22nd, I made a deposit with my own money so I could play. Afterwards, the casino requested supporting documentation related to my deposits.

On May 2nd, I tried to log into my account from a different phone and IP address. During that attempt, I also entered my password incorrectly. After that, my account was locked, and I haven't been able to log in since.

Since May 2nd I have been trying to solve the problem and regain access to my account, but to this day I have not been able to do so.

3. Have I used any casino bonuses or do I currently have any active bonuses?

No. I have never used any bonuses. All my bets were placed exclusively with my own money and without using any bonuses.

4. Did I successfully complete my KYC verification?

The casino requested supporting documentation related to my deposits. I am willing to provide any documents necessary to verify my identity and the origin of my funds. However, due to my account being blocked, I have been unable to continue the process normally or access my funds.

I currently have approximately $255,000 Chilean pesos (CLP) held in my account, and I cannot access or withdraw them.

I want to clarify that my intention was never to close my account or violate the casino's terms and conditions. All I want is to recover my account and have access to my money. If the casino refuses to reopen my account, I request at least the return of the CLP 255,000 that are rightfully mine.

Furthermore, my complaint also relates to the incorrect settlement of my accumulator bet, specifically on the Llaneros vs. Fortaleza match, Total Cards – Under 6.5 market. I believe this bet was settled incorrectly due to the card registered in the 96th minute under the name of Jhon Vásquez, who, according to the official match information, had been substituted in the 73rd minute.

For all the reasons stated above, I am asking for your help in mediating with the casino to find a permanent solution. I have been trying to resolve this situation since May 2nd, and I still cannot access my account or recover my funds.

I am fully prepared to cooperate and provide any additional documents that may be necessary to verify my identity, my deposits, and the origin of my money.

I sincerely appreciate your help and hope you can help me recover my funds and also resolve the issue related to the settlement of my bet.

I await your response.

Kind regards,

Gonzalotriste

Estimada Karla:

Muchas gracias por su respuesta y por tomarse el tiempo de revisar mi caso. Agradezco mucho su ayuda, ya que llevo varios meses intentando solucionar esta situación directamente con el casino.

Respondo a sus preguntas:

1. ¿He retirado fondos de este casino anteriormente?

No. Nunca he realizado un retiro anteriormente. De hecho, esta era la primera vez que iba a retirar fondos.

2. ¿Podría indicar la fecha en que solicité la baja?

Yo nunca solicité voluntariamente la baja ni el cierre de mi cuenta.

El 22 de marzo realicé un depósito con mi propio dinero para poder jugar. Posteriormente, el casino me solicitó soportes relacionados con mis depósitos.

El 2 de mayo, intenté ingresar a mi cuenta desde otro teléfono y desde otra dirección IP. En ese intento también introduje incorrectamente mi contraseña. Después de esto, mi cuenta quedó bloqueada y desde entonces no he podido volver a ingresar.

Desde el 2 de mayo he estado intentando solucionar el problema y recuperar el acceso a mi cuenta, pero hasta el día de hoy no he podido hacerlo.

3. ¿He utilizado algún bono de casino o tengo algún bono activo actualmente?

No. Nunca he utilizado ningún bono. Todas mis apuestas fueron realizadas exclusivamente con mi propio dinero y sin utilizar bonos.

4. ¿Completé con éxito mi verificación KYC?

El casino me solicitó soportes relacionados con mis depósitos. Estoy dispuesto a entregar nuevamente cualquier documento que sea necesario para verificar mi identidad y el origen de mis fondos. Sin embargo, debido al bloqueo de mi cuenta, no he podido continuar normalmente con el proceso ni acceder a mis fondos.

Actualmente tengo aproximadamente $255.000 pesos chilenos (CLP) retenidos en mi cuenta, y no puedo acceder a ellos ni retirarlos.

Quiero aclarar que mi intención nunca fue cerrar mi cuenta ni incumplir las condiciones del casino. Lo único que quiero es poder recuperar mi cuenta y disponer de mi dinero. En caso de que el casino no quiera reabrir mi cuenta, solicito al menos que me devuelvan los $255.000 CLP que son de mi propiedad.

Además, mi reclamación también está relacionada con la liquidación incorrecta de mi apuesta combinada, específicamente con el partido Llaneros vs. Fortaleza, mercado Total de Tarjetas – Menos de 6.5. Considero que esta apuesta fue liquidada incorrectamente debido a la tarjeta registrada en el minuto 96 a nombre de Jhon Vásquez, quien según la información oficial del partido había sido sustituido en el minuto 73.

Por todo lo anterior, les pido por favor que me ayuden a mediar con el casino y a encontrar una solución definitiva. Llevo intentando resolver esta situación desde el 2 de mayo y hasta ahora sigo sin poder acceder a mi cuenta ni recuperar mis fondos.

Estoy completamente dispuesto a colaborar y proporcionar cualquier documento adicional que sea necesario para comprobar mi identidad, mis depósitos y el origen de mi dinero.

Agradezco sinceramente su ayuda y espero que puedan ayudarme a recuperar mis fondos y resolver también el problema relacionado con la liquidación de mi apuesta.

Quedo atento a su respuesta.

Saludos cordiales,

Gonzalotriste

Hello Gonzalotriste,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Gonzalotriste,

Thank you very much for your detailed response and for your patience.

Before proceeding, I would like to clarify one important point regarding your remaining balance of CLP 255,000.

Could you please confirm whether this amount consists of your original deposits, winnings from sports betting, winnings from casino games, or a combination of these?

Additionally, could you please confirm whether you submitted a withdrawal request before your account was blocked on May 2?

Please understand that Casino Guru primarily handles complaints related to online casino games, and disputes concerning sports betting settlements fall outside our area of expertise.

Thank you very much for your cooperation. I look forward to your reply.

Karla M.

Thank you very much for the clarification. I'll detail exactly how my balance is structured and the status of my withdrawal so you can proceed with the mediation:

Source of funds: The current balance comes from an initial deposit of CLP 300,000 made with my own capital. Of that total, I used CLP 50,000 to gamble on both sports betting and casino games (slots). The remaining balance of CLP 255,000 corresponds strictly to the portion of my deposited money that I did not risk.

Withdrawal request before the account was blocked: Yes, I formally requested a withdrawal of my funds before my account was blocked. I urgently needed the money for family reasons (it was Mother's Day) and submitted the request. After that, the 1win team sent me emails requesting information or verification; I responded to each one correctly and attached everything requested, but support stopped paying attention to me, ignored my responses, and then, on May 2nd, they completely blocked my account with my funds still in it.

Since the dispute involves my activity in casino games (slots) and, primarily, the unjustified withholding of my own deposits after having complied with the email communication process, I kindly request that Casino Guru intervene so that the operator 1win releases my funds.

I am at your complete disposal if you need to see the screenshots of the emails I sent to the casino support.

Sincerely,

TIPOTITIWINNER

Muchas gracias por la aclaración. Le detallo exactamente cómo se compone el saldo y la situación de mi retiro para que puedan proceder con la mediación:

Origen del dinero: El saldo actual proviene de un depósito inicial de CLP 300.000 realizado con mi propio capital. De ese total, utilicé CLP 50.000 para jugar tanto en apuestas deportivas como en juegos de casino (tragamonedas/slots). El balance restante de CLP 255.000 corresponde estrictamente a la fracción de mi dinero depositado que no llegué a arriesgar.

Solicitud de retiro antes del bloqueo: Sí, solicité formalmente el retiro de mis fondos antes de sufrir el bloqueo. Necesitaba el dinero con urgencia por motivos familiares (era el Día de la Madre) y generé la solicitud. Tras esto, el equipo de 1win me envió correos solicitando información o verificación; respondí a cada uno de ellos de forma correcta y adjuntando todo lo solicitado, pero el soporte dejó de prestarme atención, ignoró mis respuestas y, posteriormente, el 2 de mayo, bloquearon mi cuenta por completo con mis fondos adentro.

Dado que la disputa involucra mi actividad en juegos de casino (tragamonedas) y, principalmente, la retención injustificada de mis propios depósitos tras haber cumplido con el proceso de comunicación por correo, solicito amablemente que Casino Guru intervenga para que el operador 1win libere mis fondos.

Quedo a su entera disposición si necesitan ver las capturas de los correos que envié al soporte del casino.

Atentamente,

TIPOTITIWINNER

Dear Gonzalotriste,

Thank you for the clarification.

Could you please forward all relevant communication with 1win regarding your withdrawal, verification, and account block to karla.m@casino.guru?

Additionally, did the casino provide you with any specific reason why your account was blocked on May 2? If so, please include this communication as well.

Thank you very much for your cooperation.

Karla M.

Dear Karla,

Please send the requested information to your email address.

Cordially,

Estimada Karla,

Envie a su correo la información solicitada.

Cordialmente,

Dear Gonzalotriste,

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, Jana, (jana.k@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,

Karla Mayfly

Dear Gonzalotriste,

I sincerely empathize with the situation regarding your blocked account. Please rest assured that I will promptly reach out to the casino in an effort to resolve this matter. I would also like to invite a representative from 1win Casino to join this discussion to assist in addressing your complaint.

Dear 1win Casino,

Could you please clarify the reason behind the player’s account being blocked? Additionally, I would appreciate it if you could provide any relevant evidence regarding this issue. Feel free to respond here or you may send the information directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation and support in this matter.

Kind regards,

Jana

Dear Jana,

Thank you very much for registering my complaint and initiating mediation with 1win Casino. I await the casino's response or any further information or additional documents you may need from me to resolve this block.

Kind regards.

Estimada Jana,

muchas gracias por registrar mi queja y comenzar la mediación con 1win Casino. Quedo atento a la respuesta que brinde el casino o a cualquier otra información o documento adicional que usted necesite de mi parte para resolver este bloqueo.

Saludos cordiales.

Hello!

Thank you for reaching out and for your assistance with this case.

We have received your request regarding the player’s account. The case, including the reason for the account block and the related information, is currently being reviewed by our team. As soon as we have the results of the review, we will provide you with an update.

Thank you for your patience and cooperation.

Dear Jana,

We have sent you an email containing information relevant to this case. We would appreciate it if you could review it at your earliest convenience.

Sincerely, the 1win team.

Hello Gonzalotriste,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru