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

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• When have you completed account verification?
• Have you previously successfully withdrawn winnings from the casino?
• What games did you play to accumulate winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Clarification Regarding My Complaint – 1win Account 32******54

Hello Tomas,

Thank you very much for your response and for looking into my case. Please find the details below:

How long I was a player: I have been playing on 1win for several months. My account was fully verified and VIP status before it was blocked.

When my account was blocked: My account was blocked on October 3rd, 2025, shortly after I completed their additional verification (via KYCAID link).

When I completed verification: The verification was completed and approved on October 3rd, 2025, . All three steps — document, facial, and profile — were approved.

Previous withdrawals: Yes, I have previously made successful withdrawals before without any issue.

Games played: I mostly played sports betting and live games (no automation or software use).

Bonus usage: No, I did not use any bonus to achieve my winnings.

Communication with the casino:

I first contacted their support via chat and email after my withdrawal was put on hold.

They asked me to complete KYC through the KYCAID link, which I did successfully.

A few hours later, I received an email stating that my account was blocked for violating clause 9.7 (fraudulent activity), which is incorrect as I have only one verified account and no violations.

Later, after raising public complaints, 1win credited my pending withdrawals (₹5500 and ₹1500).

However, my ₹4642.40 deposit still remains in my blocked account balance, and I cannot access or withdraw it.

I’m attaching the relevant screenshots and email correspondence for your review.

Thank you again for your help and for taking this matter seriously.

Kind regards,

Nikita *****

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

Hello nikitasonisoni73,

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,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

Additionally, can you please clarify why the ₹4642.40 was not yet disbursed to the player?

I've sent them my bank details and trc20 details they have not sent my money not replied to any email

Hello.

Your request has been resolved in favor of a refund from your gaming account. To receive it, you need to provide us with the correct wallet number, as the details you sent earlier are incorrect.

Sincerely, the 1win team.

Dear nikitasonisoni73,

We are extending the timer by 3 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru