1win Casino - Player’s account was closed after winning.

Good evening. I have been playing on 1win.com for quite some time. Last night, after many losses, I finally managed to win. I reached 800,000 Argentine pesos. The only deposit method available to me is through AstroPay. Everything was going fine. This casino allows withdrawals of a maximum of 120,000 pesos per transaction. I was able to withdraw three times, but I had two withdrawals pending for over 8 hours with no progress. At 10 PM, I logged in to play with the 200,000 pesos I had in my account, but my session was closed. I tried to log in again, but it wouldn’t let me. I spoke with a woman on the support chat and provided all my details, including screenshots of my successful withdrawal requests. She simply told me that my account, including my email and phone number, does not exist on 1win 😴 Without a doubt, I have been scammed. I want help. If this issue is not resolved, I will report it through all possible channels. They closed my account so I couldn’t claim my prize. I thought the site was reputable, but now I see it’s anything but. What can be done?

Dear eloyprosman14,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that one withdrawal was processed successfully?
• Did you accumulate your winnings with or without an active 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,

Kristina

Good morning, thank you for answering at 1win.com. The games I always use are slot machines.. and my money is from winnings. My last recharge was $250,000 and I managed to win $800,000.. I only managed to make 3 withdrawals of 120,000, which is the maximum that allows me... 🥺

I have the receipts of the withdrawals from 1win.com through astro pay. With the transaction numbers I think we can find the entity that paid me and they have to have my account, it's obvious. Now they tell me that my account does not exist and they do not answer me anymore.

Thank you for your reply, eloyprosman14. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify the dispute value? How much money you had in your casino account before you lost access?

Additionally, please provide evidence you had an active account at this casino (screenshots of your profile, confirmation email, etc.). My email address is kristina.s@casino.guru. Also, please forward me all the relevant communication between you and the casino. Alternatively, you can post everything here. 

Dear eloyprosman14,

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.