1win Casino - Player faces withdrawal issue and locked account.

I have been unable to withdraw my funds from my 1win account. It's been over 3 months now.

I can no longer access my account and 1win is'nt allowing me to access or withdraw my funds (280 USD), I want to withdraw my money

Hello ob3486123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when exactly is your account blocked? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick. Thank you for looking into this matter.

1. My account had not yet been verified. But the account verification was already in progress. I had sent all my private verification documents to 1win security team. They haven't gotten back to me on this.
2. My account had been blocked since 3 months now.
3. I have accumulated my winnings with real money. I did not use a bonus.
4. The last time I spoke to the casino was through their online chat agent. I complained about my inability to withdraw and they said they will escalate it. I haven't heard from them since.

Hello ob3486123,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru before we would try to contact them?

Dear Nick,

Thank you for your follow-up.

I have sent the email conversation I sent to them since on Sun, 17 Sept 2023, 11:52 which they have not responded. Other conversations were through their online chat agent on their website.

Hello ob3486123,

There is not a single respond from the casino in the e-mails forwarded. Didn't you contact them regarding your blocked account? Did they ever respond?

Hi Nick,

The casino has not responded to my email. The only successful communication I had with them was with their online chat agent on their website.

The chat agents were responding to me in a script-like way. They said I should send an email to their security team. I did. No response from them.

I just need them to allow me to withdraw my funds and leave their platform.

Thank you ob3486123 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ob3486123,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's account was blocked? Have you received all the necessary documents for the verification from the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Добрый день!

Данная жалоба является дублем: https://kasino-azov.org/1win-casino-igrok-ne-mozhet-poluchit-dostup-k-schetu

Посмотрите, пожалуйста

С уважением, команда 1win.

Thank you, 1win Casino.

Dear ob3486123, we have checked your previous complaint and it seems that you're complaining about the very same issue. Considering that after our investigation your previous complaint was marked as unjustified because of suspicions in multiple accounts, this complaint will be also rejected now.

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 other issues with this or any other casino in the future.

Regards,

Natalia