1win Casino - Los fondos del jugador han sido confiscados.

the 1win site removed and stolen my 150000 LKR right after I deposited funds to the site. even after I completed all and deposited the funds they took this decision and ASAP blocked my on the site without anything only by a email from them. even that now I sent thousands of mails to them they ignore those all. All I want to know is what happened why you ate my 150000 LKR

there is not any bonus money

I didn't place any bet on site even

Hello,

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

Could you please send me a screenshot of the error you see when you try to access your casino account?

How many deposits have you made into this casino?

Was your account disabled immediately after you registered and deposited?

Is there any chance that someone from your household or using the same IP also created an account in this casino?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

ok I’ll reply to those

the login process not working not for me at all. I get a message of user blocked when trying to login to the system

only 1 deposit I have made in the site of 150000 LKR

once after deposited they blocked my account can’t have chance to do anything then after that I contacted the support and they gave me verification link to do and then i did it. Here screenshot. And then after that my account completely blocked and vanished with my 150000 lkr deposit

I don’t know about that but I have tried to play the 1win after long time and this happened to me once after the first initial deposit the best thing is they not replying to any of my mails now

Could you please specify which documents you sent to the casino for verification? Where exactly did you send these documents? Did you receive any information if your documents were approved by the relevant department?

When was the last time the casino communicated with you?

they didn't let me to bet on casino just after I approved they blocked my account and stolen my money

Please forward me all the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

Thank you very much 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 kumarage,

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 and to see if I can help somehow.

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

Dear 1win Casino,

Can you please provide more information on why the player's account is blocked? The player's documents have apparently been approved, as shown here:

Thus, I'm curious to know what the reasons were for the account blockage. If there are any factors affecting the situation that cannot be disclosed publicly, kindly send any relevant information and evidence directly to me at michal.k@casino.guru

Yes account blocked and my total of 150000 LKR vanished that’s my deposited funds I want to know about it what happened to my deposit of 150000 lkr?

Good afternoon

The account has been blocked in accordance with Rules 9.7:

In accordance with paragraph 9.7. of the Rules for using the website, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against the bookmaker (multi-account, use of software for automated betting, playing on arbitrage situations if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's game account.

Best regards, 1win team.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

What happened to my deposit money of 150000 LKR

Dear 1win Casino,

Thank you for your response. I would like to request further information about the player's actions that were deemed a violation of rule 9.7, as communicated to the player, since it encompasses multiple scenarios. If this information cannot be shared publicly, please send it to me directly at michal.k@casino.guru along with the evidence supporting the rule violations.

Yes tell me which I violated as well as what happened to my deposited funds of total 150000 lkr through bank transfer that was almost more than 450$ and I trusted the site and deposited and it also credited in my balance and after I completed the verification account was vanished as well as deposit funds vanished no one talk about my lost funds

Dear kumarage,

I understand your concerns regarding the funds in question. However, if the reported rule violations are substantiated with supporting evidence, it is standard industry practice for casinos to confiscate a player’s entire balance upon confirmation of such breaches—unless explicitly stated otherwise in the casino’s terms and conditions.

This practice is prevalent in most casinos, and its primary objective is to deter players from breaking the rules.

At this time, I am awaiting further details and evidence from the casino’s team to conduct an independent review of the matter. I will provide you with an update as soon as possible.

Thank you for your understanding.

What???

that’s my own money that I deposited through bank no ones money what is this?????

do you want the receipt?

payment date?

anything

how say that if they removed my account it’s legal and according to their perspective but stealing money of some person is that valid???? Just tell me it

Good afternoon

We have sent a letter to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили письмо на ваш электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Which email I didn’t receive anything

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

Dear kumarage,

The previous message by the 1win Casino Team regarding the sent email was meant for me, not you.

In regard to your previous question about the deposited funds, it sadly does not necessarily matter which method you use for depositing or withdrawing as long as the method is held in your own name. As I explained to you before, if the reported rule violations are backed by supporting evidence, it is customary in the industry for casinos to seize a player's entire balance once such breaches are confirmed—unless the casino's terms and conditions specify otherwise.

This approach is common across most casinos, and its main goal is to discourage players from violating the rules.

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.

You agreed to the casino rules when you registered your account, and it is your responsibility to follow them.

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