1win Casino - Player’s account has been closed without reason.

My 1win account was blocked for no reason at all they gave me the reasons which I haven't done on my account.I deposited money by myself then there was no problem when I used aquarium cash agent to deposit money everything started.

I have lost over 7000 rupees.If I had been doing cheating or any sort of fraud I should not have lost money

My withdrawal also didn't arrived to my account as well.

I am requesting to kindly refund my amount which has been stuck or unblock my account

They are not giving any response on my mail as well

Name:-Shiva**** Tripa***

Gaming Id:-30229***

Gmail Id:-shivansh******0@gmail.com

Hello shivanshtripathi440,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What do you mean by aquarium agent?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for acknowledging my complaint....

1.yes my account is completely verified by Aadhar and driving license and gmail id both since 10 January 2025.

2.I am extremely sorry about that its misspelled somehow its 1win cash agent only a person who helps in depositing and withdrawal in 1win.

3.last time when I spoke to the casino was on the day when I raised complaint and today they have responded the email below..

Dear Customer,

To retrieve your active balance.kindly follow the guidelines,Make a payment of 2000INR to one of active 1win merchant,So that we can verify your credentials like,Name,Surname and Last 4 digits of your bank account number,Then we initiate a refund of 4000INR in your bank account.

Kindly contact us at the time of payment for Active 1win merchant payment id

I am not able to understand it where I have to do payment and what and also they are not refunding my complete money which was placed in withdrawal

an amount of 5000 in bank account

and an amount of 2000 in cash agent account

both withdrawals were not completed

they are asking to give only balance showing in game of 2000

kindly help me to get my hard earned money back

Hello shivanshtripathi440,

Would it be possible to forward all the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

yes for sure you can and kindly help me to get the withdrawal which was made

the mail which I received in reply was from a fraud mail saying to be 1win official I didn't got any response from 1win

Hello shivanshtripathi440,

I still haven't receive any e-mail from you - please forward the communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

Kindly give any response I have also mailed the documents

Hello shivanshtripathi440,

Can you please forward the e-mail in which they have requested you to deposit - keep in mind that it might be a scam as casinos should not request any kind of deposit this way so be sure not to send them any amount of money.

Additionally, please forward the e-mail from 1win as well rather than uploading a screenshot of it.

Looking forward to hearing from you.

Regards,

Nick

That was a fraud mail when I paid them 2000 they asked to give 7000 more

How did they got this info?

They knew exact information of mine as well as my bank details

I am forwarding the last mail from 1win to

nikolas.b@casino.guru

The last mail from 1win which is not fake has been somehow deleted that's why I have forwarded the screenshot

they asked me for verification of account and verification was successful after that they issued a letter stating above asa mentioned in the screenshot...

I have lost 2000 more to a scammer because my details were somehow leaked by casino and he knew every detail about my gaming account.

kindly help me to get my money back I will be highly obliged to you

Hello shivanshtripathi440,

Can you please resend each conversation with the casino and the "fake" casino and write it in the subject of the e-mail which is the fake and which is the real as for now it is very hard to determine which one is which.

Additionally, did you reply by sharing any personal information to any of the fake casino e-mails?

Awaiting your response.

Regards,

Nick

To the fake casino email I shared bank account number and my name

He already knew my exact transactions that I made on 1win.

The screenshot I uploaded is final reply from casino after I verified my documents.

The mail of the fake casino I have send over the email address nikolas.b@casino.guru

I wrote an email to the casino but they didn't gave a response

Dear shivanshtripathi440,

I’m sorry to hear about your situation. Unfortunately, once funds have been sent to scammers, there is no way to recover them.

Could you please confirm whether you have shared your casino login information with anyone? If so, it is possible that the casino closed your account due to unauthorized access or attempted transactions.

If you have not shared your credentials, please let us know, and we will reach out to the casino to clarify the reason for your account closure.

Best regards,

Nick

No I haven't revealed any personal information like login details etc with anyone.......

This scammer incident happened after many weeks they have closed my account..

Kindly help me to get my funds back

They have closed my account and don't gave my withdrawals and also the balance money.

The scammer incident happened after they closed my account and I mailed them to give my withdrawal

Thank you shivanshtripathi440 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, shivanshtripathi440,

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. However, I can see you probably did not provide my colleague Nick with all the communication between you and 1win Casino and between you and scammers pretending to be 1win Casino representatives. But let's find out more from the casino.

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 look into the player's issue and clarify the situation in more detail? What happened there?

Has his account been closed? If so, have his winnings been confiscated, and what was the reason?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

В самое ближайшее время отправим информацию на ваш электронный адрес.

С уважением, команда 1win.

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

I have only made losses and in total I am in loss of 2000 after that when I deposited money and tried to earn a bit they blocked my account.If I would have been doing any sort of fraud I would have made money not have lost it.kindly ask them to refund my deposits and the balance remaining in 1 win account

I have not made a single penny all my deposits were confiscated and not sent as per withdrawal requested

If I were doing or was doing fraud then I should have made money I have used no software etc and made no money from casino

Dear shivanshtripathi440,

After gathering and reviewing all the necessary information provided by the casino, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and so the impossibility of passing the KYC due to specific data intersections between the particular accounts. Successful verification is a must to be able to withdraw any funds from your casino account. In this case, multiple accounts and data matches make the verification impossible. Based on the provided data, it would be impossible to prove otherwise. For understandable reasons, I cannot disclose further details.

The casino acted in accordance with the terms and conditions you accepted upon registration, and we accept its decision.

Thank you very much, 1win Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru