1win Casino - La cuenta del jugador ha sido cerrada con ganancias retenidas.

Dear mdhossain,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1win Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you provided all the required documents for KYC as soon as possible and in the correct format? Were any of them approved?
• Did you accumulate your winnings with or without an active bonus? 

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

Best regards,

Natalia

I mainly focus on live casino games, and my favorite is French Roulette Gold by Evolution Gaming, which I play most of the time.

I have submitted all the required KYC documents in the correct format. These are genuine documents, and I can confirm that they have been accepted by the 1win verification team. I’ve also attached the screenshot as proof of their acceptance.

I accumulated all of my winnings without using any bonus offers or promotions—they were earned through standard gameplay.

I hope this information provides clarity regarding my account activities. Please let me know if you require any further details or documentation.

Thank you very much for your reply, mdhossain. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

You can see here First time they accepted my documents and verified my account as an agent but second time they required same documents again as a regular player. After submitting documents I saw all approved in their website, after 2 days they send me an account closure email and didn't refund my account balance.

All screenshots attached with this message.

Please let me know if you require any further details or documentation

Thank you very much, mdhossain, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear mdhossain,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 mdhossain,

I have reviewed the evidence provided by the casino and it appears that you have funded two accounts using the same crypto address. Such behaviour is strictly prohibited and against the casino's terms and conditions. Could you explain this?

I'll be awaiting your reply.

Thank you for your message and for taking the time to review my case.

I would like to clarify the situation regarding the use of the same cryptocurrency address for funding two accounts. During my tenure as an agent for 1win, one of my referred players requested assistance with a deposit. At that time, the Win Cash manager was offline, and to help the player continue enjoying the platform, I used my own crypto wallet to fund their account.

After this incident, I promptly informed the Cash Manager about the transaction. She acknowledged that this action was against the company's terms and conditions. However, she also recognized my active role as an agent and my lack of awareness regarding this specific policy. She assured me that she would inform the security team and that, on this occasion, it would not pose a problem. She advised me not to share my wallet with others in the future.

To ensure clarity, I asked her if this incident would affect my ability to deposit funds into my own account or continue my activities as an agent. She confirmed that I was forgiven for this first-time oversight and that I could proceed with deposits and my agent responsibilities.

Based on this guidance, I continued to deposit funds and fulfill my duties as an agent. However, when I attempted to withdraw my funds, my account was unexpectedly closed.

I understand the importance of adhering to the platform's terms and conditions. My actions were taken in good faith, based on the assurances provided by the Cash Manager. I had no intention of violating any rules or gaining an unfair advantage.

I kindly request a reconsideration of my case, taking into account the context and the information provided. I am willing to cooperate fully and provide any additional details or documentation required.

Thank you for your understanding and assistance.

Dear mdhossain,

I am afraid that we won't be able to help you in this case. You wouldn't pass the KYC due to funding the third-party account and therefore you won't be able to withdraw any funds from the casino. We also retain the right to refuse or cease to manage at any time when we discover that the complaint is related to affiliate issues.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.

Kind regards,

Stefan, Casino.Guru