1win Casino - Player’s account has been locked after withdrawal request.

Hi sir deposit 1win 17000rs and withdrawal submit 21600rs .after mail said wait 8-30days today.agaij mail said you are account locked .how trusted app these one .can unblocked to account 1win.or return my deposit ammount.

Dear harry7779,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• 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

Hi sir play last 2 month 1 win .no bonus i am play without bonus play and Deposit 17000rs withdrawal 21600rs after contact for help boot send email adress wait for reply after said that account blocked available balance 21600rs. Also not return deposit ammount how to then these is fair company .pls solve my essu sir thanks for supporting team casino guru.

Hi sir still no update sir any

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hi sir already send in email all detailed pls chcek

1win casino scam to mi all balance disbled .even deposit ammount also not return no proof send what mistke .why casino guru pls help mi sir.Deposite ammount its my ammount even such froad app no one believed in future such scam other user also

Hi sir wait for you are reply sir ..still not upadte

I am afraid I haven't received any email from your registered email address.

Please forward the information I requested from the email address registered on casino.guru to my email at tomas@casino.guru I apologize for the inconvenience.

Hi sir 1win id 76184933.Deposite 17000rs and withdrawal submit 25600rs .after mail said wait 8-30days today.again mail said you are account locked .can unblocked to account 1win.or return my deposit ammount.pls help help casino guru.

What we require from you at this stage is your communication with the casino. you should contact the casino support and ask them why your account was blocked.

Save your interaction with the casino and send it to my email at tomas@casino.guru

Ok sir

Have you contacted casino support and asked for an explanation? Make sure to save your interaction in the form of screenshots, or a chat transcript, and forward the information to my email at tomas@casino.guru

Already send mail pls chcek sir

Thank you very much, harry7779, 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, harry7779,

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? Why has the user's account been blocked? Have his winnings been confiscated?

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 вывод средств. harry7779 подтвердите, пожалуйста.

С уважением, команда 1win.

1. Hi sir 1win thanks for replying..id 76184933 locked .pls open sir after withdrawal submit..even possible deposit ammount return..thanks for supporting 1win and casino guru.waiting for you are reply sir

Dear harry7779,

The casino representative informed us that your withdrawal should have been processed.

Please check the payment method you used for your withdrawal and let us know once the payment is credited to your payment method, and how much you received. We will wait for your update.

Additional question - was there any remaining balance on your account besides the pending withdrawal, or, did you request the withdrawal of the entire balance?

Hi sir ..id locked how to payment submit sir.pls open id sir after submit withdrawal request. Thank for supporting.

Hi sir withdrawal still not reccieve. Pls upadte sir

Hi sir any upadte about withdrawal sir .waiting for you are reply sir

Dear harry7779,

Please read your first post in this thread. You mentioned that you deposited 17,000 INR and submitted a withdrawal of 21,600 INR.

What payment method did you use when submitting the withdrawal?

The casino representative informed us that your withdrawal should have been processed.

So, please check the payment method you used for your withdrawal and let us know once the payment is credited to your payment method, and how much you received. We will wait for your update.

Additional question - was there any remaining balance on your account besides the pending withdrawal, or, did you request the withdrawal of the entire balance?

It is possible that the casino decided to process your pending withdrawal and close your account, which the casino has the right to do.

Hi sir thanks for reply casino guru.withdrawal submit in INR sir .but some confusse exact payment withdrawal but its above 20000rs sir .its 21600rs or 25600rs..id still locked sir .and withdrawal still not reccieve in wallet .pls help for withdrawal sir.and very thankful for supporting casino guru and 1win team.

Thank you for the update, harry7779.

Dear 1win Casino team,

Can you please provide us with the following information:

• What payment method was used for the withdrawal in question (the processed one) + payment method details (your post will be hidden from the public, in case of other than e-wallet/crypto withdrawal, a part of the payment method details can be censored) + transaction hash if we are talking about a crypto e-wallet
• What was the exact amount of the withdrawal in INR and proof of the withdrawal of this amount from the disputed casino account
• Did the casino close the user's account, and if so, is there any remaining balance on the account after the successful withdrawal
• If there was any remaining balance on the account, how much is it, and how will the casino pay it out to the player
• If anything from his balance/winnings was confiscated, we would need more details and supporting evidence for the casino's claims and decision

Looking forward to hearing from you.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Wait for update..still withdrawal not reccieve sir

Wait for update sir casino guru and 1 win team still withdrawal not credit...

Hi sir thanks for supporting. Pls reply 1win team already share my essu...

Добрый день!

С нашей стороны вывод успешен и ушел.

harry7779 отправьте, пожалуйста, на электронный адрес security@1win.xyz выписку, которая подтверждает, что средства не поступили.

С уважением, команда 1win.

Dear 1win Casino team,

This is really not what I have been trying to find out with my questions, and you have not answered any of my previous questions.

Therefore, please, look at my previous post once again and answer all the given questions.

Thank you for understanding. Looking forward to hearing from you.

Hi 1win sir..already send email and pdf format statement so pls chcek sir ..withdrawal not reccieve..so pls my withdrawal sucess and id open so much days sir but still not solve..so pls help to solve it..thanks for supporting

Добрый день!

Мы закрыли учетную запись пользователя. 

Вся сумма, которую игрок решил вывести, была нами успешно выведена. После вывода средств на счету пользователя осталось 45.36 INR.

Пользователь самостоятельно инициировал запрос на вывод, указав при этом сумму вывода, способ оплаты со всеми деталями.

С уважением, команда 1win.

Hi sir right already locked account already send pdf my withdrawal not reccieve now whats solution even my deposit ammount return these is my money sir.how to withdrawal my ammount now can help pls to withdrawal my ammount

Also can share pls withdrawal screanshot still not credit my bank account why false information share. 1win team.still my withdrawal not given.

Harry7779,

Please forward me the same bank statement (.pdf) you shared with the casino. You can send it to my email (branislav.b@casino.guru).

Dear 1win Casino team,

Thank you very much for your answers and clarification.

Did the casino already check the user's bank statement he allegedly sent to the casino according to your instructions above? If so, did the casino already reply to the user's email and inform him about an update?

What bank statement did he provide? Was it the correct one? Was he able to prove that he has not received the withdrawal yet?

When exactly was the withdrawal sent/processed?

Hi sir already send email so pls check

Wait for 1win team

Dear Harry7779,

Thank you for your email and the bank statement. I think that at this point, we do not have to wait for 1win Team anymore.

After gathering all the necessary information and details, we are closing this complaint as unjustified - if I understand the situation correctly, your pending withdrawal was successfully credited to your payment method (substantiated by the details from the casino), around a month ago, but you still insist on paying your already received withdrawal or refunding your deposit, while you tried to prove your claims with obviously an edited bank statement.

I can see the bank statement is from the correct payment method. However, the casino confirmed that they processed the withdrawal of 21,600 INR on July 26, 2024. Coincidentally, some rows in your bank statement were removed/edited (exactly the dates from July 26 to July 28, 2024). I think everything is clear here, and that your withdrawal was successfully processed. You can be glad and happy that the casino paid out your withdrawal amount instead of your deposit amount, which was lower. I really do not know what this was about, and what you expected from this complaint at all, especially after receiving your withdrawal.

Since there is a minimum balance that is very likely lower than the minimum for a withdrawal, while the casino fulfilled all the obligations toward you (I would say even more than you were eligible for), they had the full right to close your account, and we fully accept their decision.

Based on all the above-stated, I think it is clear why I could not close the complaint as successfully resolved.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, 1win Casino Team, for providing information and for your cooperation, and I am sorry for wasting your time.

Best regards,

Branislav, Casino.Guru