1WIN casino had blocked the account of the player from Peru, preventing him from withdrawing his winnings of 690 USD, despite him having completed verification. He had sought assistance with resolving the issue. The player had reported that his withdrawal was repeatedly delayed and eventually cancelled, and despite verifying his account, it was later blocked. After reviewing the case, we were unable to assist due to the incident being classified as a 'cold case' because it had occurred over a year ago, making further investigation highly challenging. As a result, the complaint was rejected.
1win Casino - Player’s account blocked and winnings confiscated.
Amount: $690
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Hello, I would like to record an incident that occurred with 1WIN casino where they blocked my account with my money amounting to 690 USD. This incident happened quite a while ago and at the time I didn't have the necessary resources to file a complaint, but through this medium, I can leave some trace of what happened with 1WIN casino. My account was blocked and I couldn't withdraw my winnings. The verification was done before my account got blocked. I would like to ask Casino Guru for assistance on this matter if possible. Thank you very much!
Automatic translation:
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10 months ago
Dear NEFIN07,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with 1win Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
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10 months ago
Translation
when I wanted to make a withdrawal it was delayed and canceled so I decided to talk to their live chat but they always told me to change the method but it was always the same until they asked me to verify my account so I sent my documents and they made me wait 14 business days so after 14 days I consulted and they told me that my account is blocked and from there I can't do anything.
Automatic translation:
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9 months ago
Dear NEFIN07,
Please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru.
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9 months ago
Translation
Hello, the request has already been sent to your email, thank you
Automatic translation:
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9 months ago
Dear NEFIN07,
We apologize, but we are unable to assist you with your request. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.
I'm sorry but we will be forced to reject the complaint for the above stated reason.
Regards,
Nick
