The player from India had completed KYC but experienced account closure by the casino, with withdrawal and account funds stuck. He was seeking to retrieve his winnings. We reviewed the situation and determined that the player's complaint was unjustified due to a breach of the casino's terms and conditions, specifically related to multiple accounts and failed KYC/verification after further inspection. The casino's actions were in accordance with their terms and conditions.
1win Casino - Player’s account has been blocked withholding winnings.
Amount: 100,000 INR
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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4 months ago
I have done kyc Also But My Account Will Blocked By 1 Win And My Withdrawal Amount Will Stuck And Some Money Is Also Stuck In Account Iwant My Withdrawal back .
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4 months ago
Dear akshat1435,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you accumulated your winnings with or without an active bonus?
Could you please specify what types of games did you play? Were they slots, live casino games, or did you participate in sports betting?
Do I understand correctly that your account was blocked during verification? Please forward me the email you received from the casino after your account was blocked. My email address is veronika.l@casino.guru.
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
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4 months ago
Thank you very much, akshat1435, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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4 months ago
Hello, akshat1435,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear 1win Casino team,
Could you please explain the player's situation in more detail?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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4 months ago
Translation
Good afternoon
Sent evidence by email. Look here please.
Best regards, 1win team.
Automatic translation:
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4 months ago
Dear akshat1435,
After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and failed KYC/verification after further inspection of the linked accounts. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, 1win Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
