The player from India reported that his account was blocked. He requested either the unlocking of his account or the return of his account balance. The Complaints Team attempted to mediate the issue, requesting the player to provide a GPay statement for verification. However, the player was unable to provide the requested document, leading to a deadlock. The casino insisted on the necessity of the document for identity verification. As the player failed to comply with the requests from both the casino and the Complaints Team, his complaint was eventually rejected.
1win Casino - Player's account was blocked.
Amount: 15,127,546 INR
1win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
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2 months ago
Dear Akib,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Did you receive an email from the casino explaining why your account was blocked?
What types of games did you play? Was it slots, live casino games, or did you participate in sports betting?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
I have forwarded your request to close your other complaint to my colleague Nick who is in charge of it.
Now please tell me, do you have more than one account in 1win Casino? Since the complaint of my colleague is for the player with a different ID and email address.
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2 months ago
Dear Akib,
I kindly request that you refrain from spamming me with messages. At the moment, we are dealing with over 1000 active complaints that require our immediate attention. Please note that this is not a live chat platform and we need to conduct a thorough investigation into all of the complaints. Your constant messaging is not helping the situation and we kindly ask for your patience while we work to address the issue. Thank you for understanding.
Please forward me the email you received from the casino regarding the closure of your account. My email address is veronika.l@casino.guru.
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2 months ago
Before we move forward with your case, could you please specify what types of games you played? Was it slots, live casino games, or did you participate in sports betting?
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2 months ago
Thank you very much, Akib, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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2 months ago
Hello, Akib!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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2 months ago
Akib, there is no need to spam your sensitive information, one time is enough.
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2 months ago
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.
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2 months ago
Akib, unfortunately, if casino does not respond, we will close the complaint as unresolved and recommend you to open the complaint with the license regulator. However, there is 4 more days for the casino to reply, so I hope, we will get the answer to all your questions.
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2 months ago
Translation
Good afternoon
As part of the verification, we requested additional information from the client, namely the replenishment details and a receipt for one of the deposits.
Sincerely, 1win team.
Automatic translation:
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1 month ago
1Win casino, is there any other way for the player to pass the verification process without providing GPay statement?
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1 month ago
Translation
Good afternoon
In this case, verification cannot be completed without an extract; it is necessary to fully confirm the client’s identity.
Best regards, 1win team.
Automatic translation:
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1 month ago
Akib, the verification process is a necessary part of having an account in every casino. It is done to ensure that players do not participate in money laundering or other unfair or criminal activities. To withdraw your funds you must provide requested GPay statement. Please, contact GPay customer support and request to reopen your account or ask them to send you a statement manually. If you will not get that statement, there is nothing more I can do to help you.
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1 month ago
Then, please, ask GPay support to reopen your account. Otherwise, I cannot help you.
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1 month ago
Translation
Good afternoon.
You are misleading both us and the Casino Guru team; this screenshot has nothing to do with your gaming account.
Best regards, 1win team.
Automatic translation:
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1 month ago
Akib, it seems like you are unable to provide requested statement. In that case I am forced to reject your complaint. Do you have any further comments to add?
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1 month ago
Okay, in that case I will hold the complaint opened for 14 more days. Please, inform us as soon as you will receive GPay statement.
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1 month ago
Translation
Good afternoon.
We will provide an answer after verification.
Best regards, 1win team.
Automatic translation:
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1 month ago
1win, has there been any further progress with the verification? Could you, please, tell us the approximate timeframe for finishing it?
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1 month ago
Translation
Good afternoon
Dear Pavel, at the moment we can only provide information that the player did not send the requested statements to our email address.
We just continue to receive spam attacks about documents being provided.
We again ask the user not to mislead either us or the Casino Guru team.
Best regards, 1win team.
Automatic translation:
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1 month ago
Hello what documents you have still not received,
Dear Pavel 7 day's ago 1win support representative tell that they will answer after verification,
And now saying document not received,
I'm not understanding why you not complete my verification.
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1 month ago
Dear 1win team,
Please tell me the verification documents in Hindi language,
Please tell me in Hindi language what documents do you require.
Please Pavel sir and 1win support help me.
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1 month ago
Akib, send documents that you have sent to 1win team to my e-mail: pavel.k@casino.guru.
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4 weeks ago
Dear Pavel and 1win support,
1win security email security@1win.xyz , additional documents have been sent already,
Dear 1win kindly please look into this.
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3 weeks ago
Akib, I have not received any e-mail with documents attached. This is your last chance to provide them to me. If you will not comply with our request, your complaint will be rejected.
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3 weeks ago
Dear sir I'm sent to 1win security email security@1win.xyz,
Please ask 1win to check my documents again
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3 weeks ago
Dear Akib, after multiple requests to send your documents to my e-mail, you have not done so. Therefore, I must reject your complaint, the reason for it being your non-compliance with our or casino's requests.
If you will decide to ask for the reopen of the complaint, please, kindly attach requested documents. Otherwise, the reopen request will be rejected and if you will engage in any spam, your account may be blocked indefinitely.
Respectfully,
Pavel K
Casino Guru Team
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