1win Casino - La cuenta del jugador ha sido cerrada después del intento de retiro.

Hello Casinoguru Team,

I ask for withdrawal of my funds and 1win team blocked my account.

I opened my 1win account sometime in 2021. After making a deposit I had issues with receiving OTP on my registered email address. After several attempts to resolve this issue I abandoned the account for a long while. 

Few days ago I was able to change my registered email address to Gmail and could now receive OTP.

I proceeded to make a withdrawal of 480 usd on the 2nd of December 2024 to a crypto wallet. After waiting for some days without receiving my funds, I contacted 1win team only for them to ask for documents for account verification which I did successfully.

I got a message today from 1win team stating that my account has been blocked for violation of clause 9.7.

I just want my money back, I don't care if they want to block my account permanently.

Please kindly assist me in anyway possible. I need the funds now

Dear Honny,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Did you change the email address in the account you created a few years ago, or did you open a new, second account in this casino?

Am I correct in understanding that your account was blocked only after you submitted your documents for KYC? Have any of your documents been approved?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

Did you accumulate your winnings with or without a bonus?

Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru along with all the other communication that could be relevant to the investigation of your case.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronica,

See below for my response to your questions:

1. I changed the email address about a week ago. I didn't creat another account.

2. My account was blocked yesterday, days after I submitted my documents for KYC.

3. My documents and face verification was approved for verification.

4. I played live casino.

5. I did not accumulate any winnings nor participated in any bonus. In fact I deposited 500usd in 2021. After playing live casino I lost 20usd. I tried to withdraw the 480usd but didn't go through.

PS: I have forwarded all the communications I had with 1win to your email address.

Thank you for all you do

Thank you for your reply. Did you fully wager your deposit of 500 USD, or did you make just one casino bet?

When was the last time you played any games in this casino?

It was fully wagered. That is why I lost 20usd and now have a balance of 480usd.

2nd of December is the day I last played a game on 1win.

Thank you

Thank you very much, Honny, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Honny,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

We kindly request clarification regarding the reasons behind the blocking of the player's account and the non-processing of their withdrawal. If there are certain reasons that cannot be shared publicly, please forward the information about this to me, including any supporting evidence, at michal.k@casino.guru

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 will provide information as soon as possible.

Best regards, 1win team.

Добрый день!

Мы предоставим информацию в самое ближайшее время.

С уважением, команда 1win.

Dear 1win Casino,

Can you please provide me with any updates about the situation?

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.

Thank you for the information and evidence provided, 1win Casino Team.

Dear Honny,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru