The player from Uganda had his account blocked without further explanation. The remaining balance was still held by the casino. The casino representative reacted to the complaint, but, unfortunately, there had not been enough proof from their side, and we could not agree with the fact that the player had been accused of breaching the terms. The casino requested to reopen the complaint and agreed to pay out to the player. We had not heard from him, but based on the proof from the casino, we assumed that the player had been paid out the full amount. We were ultimately forced to reject the complaint due to no further reaction from the player. Eventually, the player confirmed receipt of the payment after the casino sent funds to the specified wallet. The complaint was marked as resolved.
1win Casino - Player’s account has been blocked.
Case closed
Amount: 1,459,852 USh
1win Casino
Safety Index:HighCase summary
i have always been trying to withdrawal my funds ever since i deposited and bet all the money in 1.10 stake and won, all my withdrawal request were not approved and now today i have been denied access to login into my account and the casino does not reply back to my emails, please help me out.
Dear Allan256,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful account verification, we will try to help you.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Are you sure your account is blocked and not audited only? Is there any relevant communication that you could forward to [email protected]?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Thank you very much, Allan256, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi Allan256,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask 1win Casino to join this conversation and share more information regarding the case. Can you please provide any reasons of why the player's has been blocked?
Looking forward to hearing from you!
Best regards,
Natalia
Hello Allan256!
As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of "General Terms and Conditions (hereinafter - Rules)" section of the Terms of Use of the site: If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions.
We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.
Best regards, 1win team.
Hello 1win Casino
i’m 100% sure i didn’t use any automation software to win i used to pay my games in the right ware i used to play the aviator game only until i noticed someone was in my account when i saw my account balance is 0Ugx and it was bet on the soccer yet it wasn’t me and i contacted about that and i was told to change my password which i did and the same thing continued to happen and contacted your customer care and i was told if i changed the password the hacker is logged out there then i stopped getting replies from you guys after some time my account was blocked and i couldn’t login yet i complained about the unknown bettings going on in my gaming account… the only help i got from you guys was blocking my account with all my winnings. And i even used to try withdrawing my money it wouldn’t be processed even when it reaches 48 hours… You guys are scammers i think.
Dear Allan256,
Sorry for the delay, but please be informed that we've been discussing your case with the casino representative in a private conversation. I'm waiting for more details from them. I'll let you know when there'll be any updates.
Thank you very much for your patience!
Regards,
Natalia
Hello! We gave Natalia all the information on this case in a personal conversation. This case is still under discussion.
Dear Allan256, could you please specify if you played casino games at 1win or if you used your account only for sports betting?
Dear Natalia, i swear upon the living God i only used to play the Avaitor game on 1win.. i never played any sports betting games with it.
Dear Allan256,
Unfortunately, we currently cannot offer any solution since the evidence we received from the casino is not enough for us, so we cannot take the casino's side. Now we'll close the complaint as unresolved, although the casino can request to reopen the complaint at any time.
Please, contact the licensing authority to get more information and an explanation about your issue. Get acquainted with the following information: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint. Also, feel free to contact me via email at [email protected] if you need some assistance with this.
I'm sorry for not being of much help with your case. I hope that you won't come across such problems with online casinos again.
Kind regards,
Natalia
Hi all, we've recently received a request to reopen this complaint, since the casino agreed to pay out to the player.
Dear 1win, would you please share some evidence if you already processed the payment? And in what amount? You can send it to my email [email protected] or, alternatively, attach it here and I'll set these files with private access.
Regards,
Natalia
Good afternoon
We asked the player for details for a refund, since the last transaction was about a year ago, and the wallet number may not be up to date.
As soon as we receive a response, the funds will be returned.
Sincerely, 1win team.
Thank you, 1win team, for the response. I'll set a time for another week so far, I hope that you'll manage to get in touch with the player and receive the necessary details.
Best wishes,
Natalia
Good afternoon
We are still waiting for the player's response about the details for the refund.
Sincerely, 1win team.
Good afternoon
On our part, we approved the return of funds to the client, we will send information confirming this factor by e-mail.
Sincerely, 1win team.
Dear 1win Casino team, thank you for the updates.
Dear Allan256, I hope that we'll hear from you and you can confirm receiving the payment from the casino?
Regards,
Natalia
Dear Allan256,
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.
It appears that this issue may have been resolved since we have received a confirmation from the casino about the payment processed from its side, but without confirmation from the player we are forced to reject this complaint.
The player can reopen this complaint anytime.
Regards,
Natalia
We’ve reopened this complaint at the request of Allan256. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We have received the following message from the player:
hello Natalia i’m here to clearly state it that i have never recieved any refunds from the casino
Dear Allan256, before we reach out to the casino to verify this information, could you send me your bank statements from May 2023 onwards to support your claims? You can email them to me at [email protected]. Additionally, if you have any correspondence with 1win, please share it as well. I specifically need the message where you provided the casino with your banking details to request the refund. Thank you.
i don’t have any messages when talking to the casion because they have never replied to me anywhere instead they blocked my gaming account where i would contact them from…. if they insist that they payed me let they provide the proof of me talking to them and giving them my wallet number to refund my money.
this is a screenshot of my gaming account ( 9th/01/2025 ) they still have my account blocked and we have never talked about where to refund my money and i swear to God i have never recieved my money from the casino, let the casino provide the messages they say we talked together and i provided the refund details to them.
Thank you for specifying this, Allan256.
Dear 1win Casino, I'd appreciate it if you could share the account number where the funds were sent. 1,5 years ago you shared a screenshot to confirm the funds were transferred but there was no specification about the payment method. Based on the player's message, you haven't contacted them regarding the refund, so I'm looking forward to getting more details from you. Feel free to contact me via email at [email protected].
Good afternoon
We sent the information to your email address. Please take a look.
Best regards, 1win team.
Thank you for the email, 1win Casino. I have replied to you. We need to check for more details about the crypto wallet address where the refund was sent.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good afternoon
We sent the information to your email address. Please take a look.
Best regards, 1win team.
Dear Allan256, I have received screenshots from the casino that confirm that the casino sent you 2 emails asking for your payment details: one on 06.04.2023 and another on 20.04.2023. I assume you haven't replied to these emails therefore the casino initiated 2 payments to the withdrawal details that were already in your account.
The casino representative stated that you can still provide an up-to-date trc20 crypto wallet for a refund in the amount of 345 025.16 UGX.
I never received any email from the casino and i have never given them any up to date Trc20 wallet… And to which email did they sent me emails asking formy payment details
I don’t have the casino’s email address where i can send my current wallet address… have gone through my emails i don’t see any email from the casino.
If possible i can send you my up date wallet address you give forward it to them because me i have no way of contacting them.
Dear Allan256, the casino's email addresses are [email protected] for technical support and [email protected] for security service.
I think you can post your updated withdrawal address here in the complaint thread, too.
This is the reply have got from the casino when i sent them my up to date trc20 wallet address
Dear 1win Casino, in your email to me you stated the following:
At the moment, as mentioned earlier, for a refund in the amount of 345 025.16 UGX, it is necessary to provide an up-to-date trc20 crypto wallet.
The player provided the wallet address here in the complaint thread and in the email to customer support. Please, check it and let us know as soon as you proceed with the refund or if anything else is needed.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good afternoon
Sent funds to the specified wallet. Dear Allan256 , please confirm receipt of funds.
Best regards, 1win team.
Thank you for the updates, 1win Casino.
Dear Allan256, please let us know if you have received the payment.
Dear Allan256,
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.
Yes I received the payment… thanks so much Natalia and casino Guru for your help
Dear Allan256,
I'm glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
