1win Casino - La cuenta del jugador se cierra después de ganar.

I am writing this complaint because I feel betrayed and frustrated by a casino I believed stands for fairness. I recently got to verify my account with the platform. Yesterday on 15th Jan 2026,just after playing on the casino and got lucky to win I requested a withdrawal. Normally they process withdrawals within an hour which is a very good thing and reason why I chose them. But this time I notice it's taking longer, only to try and login and get a user blocked popup.Mind you I have been playing there for quite some time, I had just been promoted to a VIP actually.Last week I had lost a lot in the casino,this week I started off well and had made some small profits but then I get that my account has been blocked. I read their terms and conditions very well and made sure I followed to the letter.They make me a ViP then the next day they close my account?? Doesn't make sense to me. They are still holding my money and I can't even get a screenshot of the account since I cannot be able to login. I wish they treated me the way they did when I lost a lot in their casino cause this is not fair. As a VIP I also expected maybe a notice or even a warning if I did anything wrong. They closed the account and I had to reach out to them first then that's when they send me that email.

I just want my money back, and I would like like some clarification as to why you would make me a VIP after losing so much then when I start winning you close my account.

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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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

I have been a player for like a month, but very active , my account was blocked yesterday 15th January 2025

I have been playing live casinos,aviator,

And no I did not achieve my balance using bonus

Hi I'm still waiting for any feedback from this case. My funds are still stuck there and they are not replying to any of my emails.

I don't think such a big casino should with hold customers funds with no valid reason, and then go quite on their customers. Please kindly assist so I can get my funds back

Hello Jacky20,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Can anyone else work on my case please?

Cause how long do I have to wait for Thomas

Hello Jacky20,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jacky20,

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, Jana (jana.k@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,

Tomas

Dear Jacky20,

I'm truly sorry to learn that your account has been blocked. I want to assure you that I will reach out to the casino promptly in an effort to resolve this matter as swiftly as possible.

I would also like to invite a representative from 1win Casino to join this conversation and assist in addressing your complaint.

Dear 1win Casino,

could you please explain the reason for the player's account being blocked? Additionally, it would be greatly appreciated if you could provide any relevant evidence regarding this matter. You are welcome to share your statement here, or alternatively, you can send the information to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Hello!

The details related to your account have been thoroughly reviewed. Based on the results of this review, the account has been blocked due to a breach of the platform’s terms of use. The decision was taken following a comprehensive analysis of all available information. In cases where an account is blocked for rule violations, the platform does not allow the withdrawal of winnings. 

We kindly ask the Casino Guru team to give us a little more time as we gather the relevant evidence. Thank you for your patience. 

Hello!

Thank you for your waiting. We have just sent you some additional information regarding this matter. Please check your inbox for any new messages.

If there is anything else we can provide you with or if you have any questions, please let us know.

I wish to ask something, why is it that you realize someone has violated rules when there's money in the account or when someone requests for a withdrawal, when depositing to your account you can't block, you just wait until it's time for withdrawal so you can withhold, their money,cause I have seen several cases very similar to mine, When you block and with hold clients money where do you take someones money? I deposited money,played with real money, no bonus anywhere, why would you withhold genuine winnings...why not block an account without withholding withdrawals played with genuine funds, cause if it was money laundering that would be another case

I think it's high time casinos stop stealing money from customers in the name of rules, no rule allows theft. Let them monitor betting activities if they find anything suspicious just block and notify the customers,not allow customers to play more and when they've won big the bring up the issue of violations, just close the account and ensure they don't open another one, it's not like a customer went to your pockets and took any money from you. You are frustrating customers and taking them to depression

Dear Jana,

An email containing the relevant information about this complaint was sent to you on 11/02. Please confirm whether it has been received or let us know if any further clarification is required.

Thank you for your cooperation.

Dear Jacky20,

I kindly ask for your patience as we continue to investigate your complaint. Please rest assured that I will reach out to you as soon as I have any updates. Thank you for your understanding.

No problem

Thanks a lot

Dear Jacky20,

After carefully reviewing the relevant evidence from the casino and considering the breach of the terms and conditions, I regret to inform you that we must reject your complaint. I sincerely apologize for not being able to assist you further in this matter. Please know that we are here to support you should you encounter any issues in the future.