1win Casino - Player's unable to access their account.

My account has been blocked and there is a lot of money in my account and im unable to login to my account

Dear Dhanureddy,

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.?
• Was your account verified?
• 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

I have place bets on sports bets like counter strike games and my account is isn't verified

Thank you for your reply, Dhanureddy. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Ok i have played so many games in 1win like car racing games and spin wheels aviater and mines please help me to get my money back

You said something else in your previous message. Please clarify which games contributed to your winnings.

Sports like counter strike, spinning wheel,and aviator

Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Can u please help me to open the account

Can you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Dear Dhanureddy,

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.

There are responding to my mail.I haven't received any mail from kristina.s@casino.guru

I don't understand your last message. Please, check my previous reply and provide the required information.

They are not responding to my mail.I haven't received any mail from kristina.s@casino.guru.They are no respone from that team

Thank you very much, Dhanureddy, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Dhanureddy,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I guess you didn't fully understand what my colleague was asking you.

Please forward me (michal.k@casino.guru) any emails YOU have received from 1win Casino about why was your account closed or any related communication YOU have received from 1win Casino that might be helpful in resolving your case.

Ok sir

Dear Dhanureddy,

Thank you for your email. I will now contact the 1win Casino to shed more light on this matter.

Dear 1win Casino,

I kindly request further clarification on the specific actions that were deemed to be in violation of rule 9.7, as it encompasses a wide range of possibilities. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

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.

I haven't done any violation.please there are sufficient amount in the 1win site.and im telling you that i haven't done any voilation i have placed some bets thats it

Добрый день!

Мы предоставим ответ в ближайшее время.

С уважением, команда 1win.

Thank you for your response, 1win Team. I'm looking forward to your email containing the requested information and evidence.

Ok

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.

Hlo casino guru i have sent all information to you to check my 1win account but there is no response

Dear 1win Team,

We are eagerly awaiting the information and evidence we have requested from you. I anticipate your timely response.

Hlo please telle me clearly which information and evidence i want to give you

Dear Dhanureddy,

I have not received any information or evidence from the 1win Team. I will send them another message and will extend the timer for 3 additional days. Should there still be no response from the 1win team, I may have no choice but to close the complaint as unresolved which will have a negative effect on their rating.

Dear 1win Team,

I'm looking forward to receiving the information and evidence I have requested from you. Your prompt response is appreciated.

Please note that if I do not receive the requested information until the extended timer runs out, I will have no choice but to close this complaint as unresolved.

Добрый день!

Мы предоставим ответ в ближайшее время.

С уважением, команда 1win.

I want my account back if you cant please give back my money

Добрый день!

Мы предоставим ответ в ближайшее время.

С уважением, команда 1win.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

Hello Dhanureddy,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok casino guru but i need my account back thats it and i need that money tooo

Dear all,

I apologize for the delay in getting back to you.

Thank you for the information and evidence provided, 1win Casino Team.

Dear Dhanureddy,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru