1win Casino - Player’s account has been closed.

I create my account at 1win almost two month before and start playing in 1win casino and got my some withdrawal very smoothly but after a few days of playing they are holding my withdrawal they told me to verify with my documents

I gave the requested documents to them and got verified from them and Deposit withdrawals started happening properly something 15-20 deposit withdrawal complete 

After I become a VIP member and he told me deposit 50k in day we give bonuse code and deposit money 

Everything was going well but in a few days I deposited 20 thousand rupees and played and it became 35 thousand rupees. Or I make withdrawal but did not come in my account. I reached the security team and they said wait for 14 days. I waited for 14 days and then mailed them but they did not respond or even blocked my account or stopped giving responses through email. sir my 35 thousand rupees will go quickly please help me.

Now 30 days complete but not not responding anyone and account still blocked can not login

I talked to my VIP manager but he couldn't help me.

I have mostly played only casino game

Please help me my client id is

[removed by Casino.Guru admin]

Dear Goutamsingh819,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did the casino justify blocking your player's account?
• Did you achieve your current balance with the help of a 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,

Tomas

I mostly play 1win lucky jet, aviator and baccarat

No bonus, my fund is deposit amount and winning ammout

I did not receive any email regarding why my account was blocked.

And No reply to any mail

Thank you very much, Goutamsingh819, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Goutamsingh819,

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).

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear Goutamsingh819,

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