1win Casino - Player's account is frozen and withdrawal denied.

Hello dlatkdhd,

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 since when is your account fully verified?
• Did you ever deposit with a different payment method which you can use to withdraw with?
• When was the last time you spoke to the casino and what was it about?

Please note that if you want to use a new method to withdraw, it is usually required to deposit with it for verification.

Meanwhile, please forward the communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello, Nick.

First of all, thank you for your quick and kind response. I would like to first address the issue of what I think is a misunderstanding in my complaint.

Here is an excerpt from my case that Nick summarized:

"Additionally, player names were displayed incorrectly on the platform, causing additional issues."

There are no additional issues caused by players' names being displayed incorrectly on the platform within 1win.

As I said, "Oh, and for some reason my first and last name are written as js and je and don't change."

This is what happened during the complaint process within the casino group. I apologize for not being able to convey it accurately.

Now, let me answer your question.

*When was your account fully verified?

If you are asking about my first use of 1win, it was October 17, 2024. That was when I made my first deposit with 1win. And I think that was also when I first signed up.

*Have you ever tried depositing with another payment method that can be used for withdrawal?

No. I have consulted with 1win dozens of times and have never heard of such a thing. They never say anything about other withdrawal methods.

If I have to deposit using another payment method to withdraw, I will do so. However, I have never used any other method besides bank transfer. Please help me. If you can go through the process, I would greatly appreciate it if Nick could teach me as if he were teaching a child.

And 1win does not even allow me to cancel my withdrawal. I applied for a withdrawal and found out that my bank account was frozen. I looked for the cancel withdrawal button but it disappeared. 1win does not allow me to cancel the withdrawal I applied for.

Currently, I have 6,380,000 won, and 5,000,000 won and 4,375,580 won are pending withdrawal requests. 1win is not willing to give me my money.

*When was the last time you spoke to the casino and what was it about?

Today. To be exact, it is 12:32 PM on October 26, 2024. The content is that an inquiry has been received in the payment system regarding withdrawal, an application number has been created, and the processing time is 1 to 7 days. An email will be sent to the address associated with your game account.

Nick I am having a hard time and am very confused as I am experiencing the first-ever situation of having my bank account frozen.

I will send you the full text of what I discussed with 1win.

Although the consultation was conducted in a mixture of Korean and English, there will be no problem in understanding the content.

And I'm attaching a screenshot of the email I sent to the Secret Department and the Support Department. The Secret Department sent me a reply, which I'll attach as well. There's nothing special about it (it was just a reply telling me to send it to the Support Department).

I hope this helps.

Hello dlatkdhd,

If I understand correctly, your own bank account has been frozen? If so, this isn’t directly related to the casino, and you will need to contact your payment provider to resolve the issue.

If this is not the case, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

Dear dlatkdhd,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.