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

Hello, if possible I would like the help of Casino Guru. I created an account at 1win, I was betting on Live Casino (Black Jack) and I also made bets on sports, I made a profit so I made some withdrawals, but the withdrawals were not paid, so I carried out the verification as requested, and after the verification when I came across my account had been blocked for no reason and without warning. I would like to receive my blocked balance. Thank you!

Olá, se possível gostaria da ajuda do Casino Guru. Criei a conta na 1win estava apostando Casino ao vivo (Black Jack) e também fiz apostas em esportes, obtive lucro então realizei alguns saques, mas os saques não foram pagos, então realizei a verificação como solicitado, e após a verificação quando me deparo minha conta havia sido bloqueada sem motivos e sem aviso. Gostaria de receber meu saldo que ficou bloqueado. Obrigada!

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Dear Amandda21,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask a few questions to better understand the situation.

• Could you provide details about the verification process? Did you encounter any issues during this stage?
• Did you accumulate your winnings with or without an active bonus?
• Would it be possible for you to share your withdrawal or transaction history? Alternatively, please provide at least the date of your withdrawal request and any relevant details (such as payment method, amount, etc.).

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,

Petra

Hello, the verification process was normal, it was successful, but after the verification I went to access my account and saw that it was blocked.

My winnings were without using bonuses.

The date of the withdrawals I made, if I'm not mistaken, was 10/03, the withdrawals were made via BNB cryptocurrency. I made 3 withdrawals and the value of each withdrawal is 2 BNB.

Olá, o processo de verificação foi normal, realizado com êxito, mas depois que fiz a verificação fui acessar minha conta e vi que estava bloqueada.

Meus ganhos foram sem utilizar bônus.

A data dos saques que realizei se eu não estou enganada foi no dia 10/03, os saques foram realizados via criptomoeda BNB. Fiz 3 saques o Valor de cada saque é 2 BNB.

Dear Amandda21,

Thank you for your reply and for providing the previous details.

• Have you made any successful withdrawals before? Did you use the same payment method?
• Could you please specify which verification documents you submitted and approximately when you submitted them?
• Additionally, did you receive any communication explaining the reason your account was blocked? If so, please share it with us. You can send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

I did the verification with my ID and also by doing the facial, I was unsuccessful with the withdrawals, they were waiting for the verification, and when it was done the account was blocked. I'll be sending you the notification that 1win sent me.

Realizei a verificação com meu RG e também fazendo a facial , não obtive sucesso com os saques, os mesmos estavam esperando pela verificação, e quando foi realizada a conta foi bloqueada. Estarei enviando a notificação que a 1win me enviou.

Dear Amandda21

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 Barbora (barbora.p@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,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello.

Your account has been restricted in accordance with clause 12.8 of the Platform Rules. This decision is based on internal verification data and compliance criteria after a thorough check. Withdrawals are not available for the account, and this status cannot be changed. If you need further clarification, you may contact our Security team via email.

More detailed information regarding the restriction will be forwarded to the Casino Guru team shortly. However, we still need a little additional time to collect and finalize the necessary details. Thank you for your understanding.

I also want to know what I did wrong, after all I didn't break any rules! I was betting normally, and at no time did you contact me to tell me that I was breaking any rules, my account was normal until the moment I performed the verification to complete the withdrawal that was pending. And if I can't get the help I need here, I'll have to go to court. I'll contact my lawyer and file a lawsuit in the Brazilian courts (and I'll also file a complaint with PROCON and the Ministry of Finance), and I'll also contact the banks and payment operators that made the deposit. Not only that, but I'm going to file a complaint with the 1win casino regulator, as well as with Curaçao eGaming. Then we'll see if what you're doing is right or wrong, and you'll probably have to pay me the balance and a much larger amount for moral damages.

Eu também quero saber o que de errado eu fiz, afinal Eu não quebrei nenhuma regra! estava apostando normalmente, e em nenhum momento vocês entraram em contato comigo para me dizer que estava quebrando alguma regra, minha conta estava normal até o momento em que eu realizei a verificação para concluir o saque que estava pendente. E caso eu não consiga obter a ajuda necessária por aqui, eu serei obrigada a recorrer a justiça, irei acionar meu advogado e entrarei com uma ação na justiça brasileira ( e também irei fazer a denuncia no PROCON e ministério da fazenda), irei acionar também os bancos e operadoras de pagamentos, meios que foi realizado o depósito. E não só isso irei fazer uma denuncia ao órgão regulador do cassino 1win, seja denuncia no Curaçao eGaming. Então veremos se o que vocês estão fazendo é certo ou errado, e provavelmente terão que me pagar o saldo e um valor bem maior por uma indenização de danos morais.

Dear 1win Casino Team,

Thank you for your response.

We acknowledge that the account was restricted in accordance with clause 12.8 of your Platform Rules. As mentioned in your previous message, you indicated that more detailed information regarding this restriction would be forwarded to us shortly.

At this stage, we will be awaiting your follow-up response along with the relevant supporting evidence and clarification regarding the reason for the account restriction and the withheld withdrawals.

Thank you in advance for your cooperation.

Hello!

We are currently going through the details of this case to make sure the response is accurate and complete. This process requires a little more time.

As soon as everything is checked, we will return with a full update.

Dear 1win Casino Team,

Thank you for the update. We will be awaiting your full response once the review is complete.

1win, the truth is that you have nothing against me, because I haven't broken any rules, you just don't want to pay me what is rightfully mine, I won by playing fair. You're trying to rob me, that's the truth. Well, I see that I will have to continue with the complaints, the first complaint will be made to Curaçao eGaming, and then I will follow up with the other supervisory bodies.

1win, a verdade é que vocês não tem nada contra mim, pois eu não quebrei nenhuma regra, vocês apenas não querem me pagar o que é meu por direito, eu ganhei fazendo jogo limpo. Vocês estão querendo me roubar essa é a verdade. Bom vejo que terei de seguir com as denúncias, a primeira denuncia será feita ao Curaçao eGaming, e depois darei segmento com os outros órgãos fiscalizadores.

Hello!

We sincerely apologize for the extended wait. We are still reviewing the details of this case to ensure the response is complete and accurate. Resolving this matter is in our interest, and we are already working with our colleagues to gather the necessary information.

As soon as we receive an update, we will notify you right away. Thank you for your patience.

Hi guy 1win. You are trying to find some mistake that I didn't make, you claimed that I broke the rule and that is a lie because if it were true, you would already have the answer on the table, stop trying to find a mistake that doesn't exist and make me pay, thanks for understanding!

Olá cara 1win. Vocês estão tentando achar algum erro que eu não cometi, você alegaram que eu quebrei a regra e isso é mentira pois se fosse verdade, vocês já estaria com a resposta na mesa, para de tentar achar um erro que não existe e me faça o pagamento, obrigado pela compreensão!

I just want to get what's rightfully mine!

Apenas quero receber o que é meu por direito!

Dear 1win Casino Team,

Thank you for your update.

We acknowledge that the review is still ongoing and will await your full response along with the detailed explanation and supporting evidence regarding the account restriction.

Dear Barbora,

We have sent you an e-mail with information related to the account in question. Please review it at your convenience.

Sincerely, the 1win team.

Dear 1win Casino Team,

Thank you for your message.

I confirm that I have sent you an email regarding this matter. Please review it at your earliest convenience.

I will be awaiting your response.

Hello, if possible I would also like to receive this alleged unfavorable report on my account, as I will pass it on to my lawyer. Thank you

Olá, se possível também gostaria de receber esse suposto relatório desfavorável sobre minha conta, pois irei repassar para meu advogado. Obrigada

Hello!

We apologize for the delay and understand how frustrating it can be to wait for an update. Currently, we are still awaiting some of the requested information. Once we have all the necessary details and complete our analysis, we will update you immediately.

Thank you for your patience during this process. We are committed to resolving this as quickly as possible.

Dear 1win Casino Team,

Thank you for your latest update.

We understand that you are still awaiting certain information necessary to complete your review. However, please note that the complaint has already been ongoing for a considerable amount of time, and the player continues to wait for a clear explanation regarding the restriction of the account and confiscation of the balance.

We would therefore appreciate it if you could provide the requested evidence and your final position as soon as possible. If there are any specific findings that can be shared with the player without compromising your internal procedures, we encourage you to do so in the interest of transparency.

We will continue to keep this complaint open while awaiting your final response.

Thank you for your cooperation.

Hello!

At the moment, we are still waiting for the requested information needed to complete the review.

As soon as we receive all necessary details and finalize the analysis, we will immediately return with an update regarding this case.

Hello!

Dear 1win, you reported that I broke the casino's rules, false information because if it were true, you would have already presented the evidence. Please be more sincere and honest with your customers. Thank you for your help Barbara and the whole Guru team!

Olá!

Cara 1win, você informou que eu quebrei as regras de jogo do cassino, informações falsas pois se fosse verdade, vocês já teriam apresentado as provas. Sejam mais sinceros e honestos com seus clientes apostadores. Fico grata pela sua ajuda Bárbara e toda a equipe Guru!

The 1win team has had 1 month to provide proof and so far they haven't provided any, but of course they don't exist! There is nothing wrong with my gaming account. The winnings and profits I made were fair and correct. What is unfair is 1win blocking my account and withholding my money.

A equipe 1win teve 1 mês para apresentar as provas e até o momento não mostrou nada, mas claro elas não existem! Pois não tem nada de errado com minha conta de jogo. Os ganhos e lucros que obtive foram justos e corretos. O que está sendo injusto é a 1win bloquear minha conta e reter meu dinheiro.

Dear 1win Casino Team,

Thank you for the update.

We understand that the review is still ongoing; however, please note that more than one month has already passed since the complaint was opened. At this stage, we kindly ask you to provide the requested evidence and a clear explanation regarding the account restriction and confiscated balance as soon as possible.

If there are valid grounds for the actions taken, please support them with relevant evidence for our internal review. Otherwise, prolonged delays without clarification may negatively affect the transparency of the resolution process.

We will continue to keep the complaint open while awaiting your final response.

Thank you for your cooperation.

Hello!

Our team is continuing to review this case. So far, the necessary data has not yet been received on our end, which is why the process is taking additional time.

As soon as we receive an update from the specialists, we will let you know right away. We apologize for the delay.

Dear 1win Casino Team,

Thank you for the update.

We understand that the review is still ongoing, however this complaint has now been pending for a significant period of time without any concrete explanation or supporting evidence being presented to either the player or our team.

We kindly ask you to provide a clear update regarding the status of the investigation together with the relevant evidence supporting the account restriction and confiscation of funds. Repeated extensions without clarification make it difficult for us to fairly assess the case.

We will keep the complaint open for now and await your final response.

Thank you for your cooperation.

Dear Barbora, 

We have sent you an email with information regarding this complaint. Please take a moment to read it at your convenience.

Sincerely, the 1win team.

Dear 1win Casino Team,

Thank you for providing the additional information.

I have sent you an email regarding the evidence submitted. Please review it at your earliest convenience.

I will await your response.

Dear Barbora,

We’ve sent you an email with detailed information regarding this case.

Please check it when convenient for you.

Dear 1win Casino Team,

Thank you for the update.

I have sent you an email regarding this matter and will await your response.

Dear Barbora, 

We’ve sent you an email with details regarding the account in question.

Please check it when convenient for you.

Dear Amandda21,

After carefully reviewing the information available to us, including additional materials submitted privately by the casino, we have concluded that there is sufficient technical evidence linking your account to other accounts on the platform.

Based on the evidence reviewed, we are satisfied that the casino's actions were taken in accordance with its Terms and Conditions regarding multiple account usage.

As we do not consider the casino's decision to be unjustified, we are unable to proceed further with this complaint, and it will now be rejected.

Thank you for your cooperation throughout the resolution process.