The player from Spain files a formal complaint regarding the unjustified closure of his account and the withholding of his funds despite completing all verification procedures. He claims that the reasons given for the account closure are unfounded, citing his compliance with the Terms and Conditions, and requests the immediate release of his withheld winnings.
1win Casino - Player faces account closure and withheld funds.
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Waiting for player to reply
6d 15h 4m 49s
1win Casino
Safety Index:HighCase summary
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Public
17 hours ago
Translation
Subject: Formal complaint for improper account suspension and unlawful withholding of funds
Dear Sirs,
I hereby file a formal complaint regarding the unjustified closure of my account and the withholding of funds that legally belong to me.
Over a month ago, I deposited money into your platform. After participating in the casino and sports betting activities offered by 1win, I requested a withdrawal of my funds. To do so, I fully and satisfactorily completed all the verification procedures required by the company, including:
Submission of the required personal documentation.
Identity verification via video call, in which I correctly answered all the questions asked.
Despite having complied with all the obligations established in the Terms and Conditions of your platform, I have received a communication indicating that:
My withdrawal will not be processed, and
My account will be closed based on an article whose content is unrelated to my conduct or the legitimate use of my account.
I wish to state the following:
I alone have had access to and use of my account at all times.
The allegations regarding variations in IP address lack sufficient legal and technical basis, given that the use of public wifi networks or the dynamic nature of mobile IPs generate completely normal changes and do not constitute any indication of illicit activity.
I have never violated the contractual terms, nor have I engaged in fraudulent activity, and there is no evidence to justify such a severe measure as withholding all funds. It's a false excuse not to pay me, given the large sum owed.
The unilateral withholding of legitimately earned winnings violates the principles of good faith in contracts, as well as the obligations of transparency and proportionality that must govern the actions of a gaming operator. Furthermore, such withholding could constitute an abusive practice, subject to complaint before the competent regulatory authorities and dispute resolution bodies.
For all the above reasons, I formally and expressly request:
The full and immediate payment of the withheld amount.
Automatic translation:
Public
Public
8 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
8 hours ago
Dear chusa,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1win Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino, please?
- Have you accumulated your funds with the help of bonus, please?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
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,
Katarina
