The player from India had experienced an abrupt account blockage at 1win Casino while actively using the gaming platform, which had left about 40k of funds inaccessible. Despite having contacted customer support, there had been no response from the security team on the issue. The player had then reached out to the Complaints Team for assistance. After a series of exchanges and requests for information, the casino had claimed the player had committed fraudulent actions, which the player had strongly denied. The casino had then agreed to refund the player's balance but had refused to unblock his account. The player had provided his bank details for the refund, and after a delay, the casino had confirmed that the funds had been sent. The player had confirmed receipt of the funds, and the case had been marked as resolved by the Complaints Team.
1win Casino - Player's account suddenly blocked.
Amount: 40,000 INR
1win Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Hello,
Id- 33598862
My account in 1win is verified successfully and I am playing here from 1 month.
Today i deposited 47k and i playing in live casino. Suddenly it is logout and when I try to login it says your account is blocked and when i reached out to customer support they saying mail to security team which i did but no response.
I am player who plays loyally and I haven't used any bonus from them and I don't have multiple ID's as well and check if you want.. this is not fair I have 40k still left in my account and please I need that money to pay my emi.
So i request you to please unblock and allow me to give my money back.
Humble request.
Dear Irfan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please forward confirmation of your successful account verification?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Have you activated any promotional offer when placing your last deposit?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dear Irfan,
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.
Hello sir,
Sure I will forward the account verification email from 1win.
I have only played live casino games not at all any slot games
I have never activated any bonus promotion from 1win, i only played with money which I have deposited.
Please speed up and ask them to refund my money from 1win account
I have forwarded account verification email to petronela.k@casino.guru
Thank you very much, Irfan, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Dear Irfan,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.
Dear 1win Casino,
Could you state why the player's account got blocked? Could you provide us with the evidence?
Thank you in advance for providing the information.
Kind regards,
Stefan
Hello Stefan,
These kind of casinos are total fraud, initial stage they will not verify account and ask us to proceed depositing without any verification later when we win some huge amount then they ask for verification and later somehow they ask some random questions and block there id.
This need to be stopped and these casinos should be banned completely.
Fraud casino. See this fellows never respond and they bust with cheating other players.
Good afternoon
The account was blocked in accordance with clause 9.7 of the rules:
In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.
Best regards, 1win team.
Please ask them what fraud did I do, i don't have multiple accounts and i never used their bonus as well and I just deposit and withdraw normally, then what is their problem, I want proof.
They simply can't block if a person have money in account without any reason
Dear 1win casino,
Could you provide us with evidence, so we can investigate further? You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance for providing the information.
Kind regards,
Stefan
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good afternoon
Please provide details for returning the amount remaining on the balance.
Is it possible to send a crypto wallet on the TRC or ERC network?
Best regards, 1win team.
Hello,
Plese send email with all details to my email and I will share my bank account or astropay wallet. I don't have any crypto.
Please email me asap or else if u want to share my bank details here I will share.
Please loop Stefan as well in email.
Hello,
It's clear that i have not used any fraud, then I humbly request u to unblock my account so that I can withdrawl my remaining amount.
@stefan please ask them to revoke my account asap.
Dear 1win Casino,
Could you send the player all the information so he could provide you with the bank details for withdrawal?
I would like to ask you if you will keep the player's account blocked or if you would consider unblocking it?
Thank you very much in advance for providing the information.
Kind regards,
Stefan
@stefan- please ask them to loop you in every email as i don't trust them.
They will just say we have credite amount or anything , so i request you to ask them to loop you in every email.
Thanks
Good afternoon.
The blocking of the account was not groundless and cannot be challenged. We agree to return the balance and refuse to cooperate with this user.
Dear Irfan , refunds are available using crypto methods or IMPS.
Dear 1win casino,
Please let me know where I need to send my bank details for the refund of remaining amount.
Please respond fast.
Also please let me know how much available balance in my account.
Dear Irfan,
I am afraid, the casino has the right to close your account without any reason with an obligation to pay the funds to you.
Is it ok if you withdraw the funds via IMPS?
I am looking forward to your response.
Kind regards,
Stefan
Yes Stefan.,
I am ok if they are giving my money back.
I am ok to withdraw my funds using imps method..
Please ask them where I need to share my bank details to withdraw my funds
Dear 1win Casino,
Could you state where should the player submit the payment details?
Thank you very much in advance for providing the information.
Kind regards,
Stefan
Dear 1wincasino,
Please respond fast and let me know where to send details and i want money fast.
Thanks,
Irfan
Dear 1wincasino,
Please respond fast as I need money urgently.
Thanks,
Irfan
Hello!
For a refund, please provide your IMPS wallet details, according to the list as in the screenshot.
You can provide details in this dialog.
Best regards.
Please credit amount into the above mentioned imps bank details.
Please send me proof and tell me how much amount left in my game acccoun
Hello,
It's been 2 months since i raised complaint and you people are taking ages to respond. Please help me in getting my money back.
Please respond fast.
Thanks,
Irfan
Dear 1win Casino,
The player has provided you with the necessary information regarding the banking details. Could you refund the funds to the player's bank account?
Thank you very much in advance.
Hello 1wincasino,
It's been 2 weeks since I have provided my bank details.
Please credit the amount asap. Don't delay further.
Thanks,
Irfan
Stefan,
Could you please ask them to respond fast and credit my amount as i need it urgently
Hello Irfan,
The casino has seven days to respond to the complaint, your patience is much appreciated.
Hello 1wincasino,
I have provided my bank details 2 week before and u as usual delaying, can u please understand my situation. Plese credit my amount asap
Hello 1wincasino,
There should be limit for patience, but you are crossing every limit.
Please credit my balance in my account asap.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Please respond fast and credit my withdrawal asap, how long i should wait for your reply
Hello Stefan,
What else proof we need about this fraud casino where they block people without any reason and take moeny left in the account and when we ask for refund they will not respond.
Please ban this casino from doing this all and i want to escalate this to higher authorities where I need to get my remaining money.
Please help me Stefan.
Thanks,
Irfan
Stefan,
What if they don't respond?
What will happen to my money.
I really need moeny badly
Good afternoon.
The process takes time, funds will be sent shortly.
Hope for understanding.
Best regards, 1win team.
Hello 1wincasino,
Please tell me when you will process the funds into my account.
I am expecting the date and time.
Hello Irfan,
Did you manage to receive the funds?
I am looking forward to your response.
Hello Stefan,
I have not yet recieved funds.
I request 1win casino to please tell me when exactly they will send funds and if they already sent I need proof and I ask them to not delay any further
Dear 1win Casino,
Could you let us know once the payment is sent?
Thank you very much in advance for providing the information.
Hello 1wincasino,
How fraud your casino gonna be, how on earth your casino is still being allowed.
You took my money and blcoked my account and now when I am asking for refund you delaying hell.
I need money urgently, please send money
Good afternoon.
The funds have been sent, please confirm receipt.
Best regards, 1win team.
Hello 1wincasino,
Please tell me how much amount was left in my 1win account
Your entire balance has been returned and is currently 0.
Best regards, 1win team.
I have recieved funds.
Thanks casino guru for your help ll.
1win casino., never trust this casino and don't play at all in this casino
Hello Irfan,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Stefan, Casino.Guru
