1win Casino - Player's account blocked after KYC request.

hello sir/madam

I was playing at 1win usually and I had withdrew some amount.

i received the amount too and when I again tried to withdraw from my account my withdrawal never reached to me after their time slab. So i contacted support they told me to contact mail -security@1win.xyz when I mailed them they said that I need to provide documents for KYC process. So I provided all the documents they asked for and I received a mail saying that in 14 or max 30 days will get a response.

i wasn’t even informed the account will be blocked or anything.

After I received the mail I tried to login to the game account but I couldn’t I got a pop up message saying ‘your account has been blocked contact for support.’

Im very scared that I lost my savings.

please do help me and may I know why it has happened like this. I haven’t used any other browsers to login I used only the chrome to login.

I request anyone who faced this issue to share your opinion.

if anyone know how to unblock or how to recover it.

Please help Me!!

Dear jeevanbhuvan2003,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not received any information regarding the verification?

Do I understand correctly that INR15,000 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Yes please do help me to withdraw my money.

No still I haven’t got any reply for I asked

and I didn’t use any bonus codes and yes my winnings is 15000/-

Thank you very much for your reply, jeevanbhuvan2003. Have you attempted to contact the casino to inquire about the reason for the closure of your account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

hello I’ve forwarded the mail to the above mail id

I noticed that the casino provided a list of potential reasons for the account closure. Can you confirm that you did not violate any of these terms? Also, which games did you focus on while your account was still active - slots, live casino, sports betting, etc.?

Dear jeevanbhuvan2003,

We are extending the timer by 7 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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.