1win Casino - La cuenta del jugador está cerrada y los fondos están retenidos.

Subject: Formal Complaint Regarding Account Closure and Withheld Funds by 1Win

Dear Sir,

I am writing to formally lodge a complaint against the online gambling platform 1Win regarding the unjust closure of my account and the withholding of my funds totaling $1800.

I had verified my account multiple times (three times, to be exact) as per their Know Your Customer (KYC) requirements. Despite fulfilling all verification processes, 1Win suddenly blocked my account without any prior warning or justification. When I contacted their support team, they simply stated that my account had been closed and that my funds would not be returned. They have since ignored all further communication from me regarding a refund.

This conduct is not only unethical but potentially illegal, as I was given no clear reason for the account closure, and my rightfully earned funds are being withheld without explanation.

I respectfully request that appropriate action be taken against 1Win and that I be assisted in retrieving my $1800. I am happy to provide all necessary documentation and evidence of my verified account and correspondence with their support team.

Thank you for your attention to this matter.

Sincerely,

L. H.

Dear abofficial,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better and to investigate the situation thoroughly, could you please provide answers to the following questions:

• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you bet on sports only?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Is there any possibility that someone from your household or using the same IP also created an account at this casino?
• Have you documented all your communications with 1Win, including emails or chat transcripts? If so, could you please share these with me at veronika.f@casino.guru?

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

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika,

Thanks for getting back to me. Here are my answers:

1. Yes, I have successfully made withdrawals from this casino before.

2. I played live casino games only.

3. I have never used any VPN or IP-masking software while accessing the casino.

4. It is possible that someone from my household using the same shared Wi-Fi might have created another account at this casino.

5. I successfully verified my account twice. But after I made a big deposit and tried to withdraw, they asked for verification again. When I submitted the documents, they closed my account and now refuse to respond to my refund requests.

Please let me know if you need any documents or further clarification. I hope you can help me resolve this issue.

Best regards,

Could you please specify how many individuals from your household have an account at this casino? Are all these accounts fully verified?

Have you or any other household members accessed your respective casino accounts using the same device (e.g., one mobile phone or one computer)?

Additionally, could you please let me know which live casino games you played?

1. I live in a rented house where many different families and individuals reside in separate units. We all use the same shared Wi-Fi network provided for the entire building. It is possible that someone else in the building may have used 1win on this network, but they are not from my household, and I do not personally know them.

2. I have never shared my device with anyone, and no one else has ever accessed any casino account from my phone. Likewise, I have never logged into my account on any device other than my own.

3. Regarding the games I played, I mostly played French Roulette Gold by Evolution Gaming.

Please let me know if you need any further information. I appreciate your support in resolving this issue.

Thank you very much, abofficial, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello abofficial,

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 1win Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? Do you have evidence of any wrongdoing? If so, please send it to my email martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

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.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear parties,

I can confirm we have received a message from the casino. Investigation is ongoing on our part, please keep us updated on any further developments.

Dear abofficial,

after a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, joined by the same payment channels. Creating multiple accounts is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Martin