1win Casino - Player’s account has been blocked.

About three years ago, I opened an account with 1win. I had not used it for a long time, but recently I logged back in, deposited funds, and played Live Casino and Lucky Jet. I have never placed sports bets and I have not used any bonuses.

Two days ago, when I tried to make my first withdrawal, I was asked to verify my identity again via email. I submitted my documents and completed the face verification successfully, after which my account was reopened.

Today, when I attempted another withdrawal, my request was denied. I contacted support by email and was again asked to complete the identity verification process through a new link. I completed it once more, but this time I received an error message: "An application for this user has already been created, duplicates are not allowed."

I believe this is a technical issue because the system asked me to verify twice and now considers it a duplicate submission. It seems the casino suspects I have multiple accounts, which is not true. I am prepared to provide all the documents and screenshots as evidence.

Unfortunately, my account has now been blocked and I cannot log in. I have already emailed the casino but have not received any response.

I kindly ask for your help in resolving this issue, reopening my account, and ensuring that my funds are returned.

MY ACCOUNT ID : [hidden by Casino Guru]

Registered Mail : [hidden by Casino Guru]

Thank you for your support.

Hello,

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 that I can fully understand the situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Which documents did you submit for your most recent verification?

Was your account previously closed by the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

No one in my household or family has an account at this casino, only I use it.

I have never used a VPN or IP changer, I only log in with my phone and computer.

I submitted the required documents – front and back of my ID card and my selfie.

Previously, my account was not blocked; withdrawals were just restricted until verification. They asked me for my ID (front and back) and a selfie, I provided them, and then withdrawals were allowed. But two days later, they permanently blocked my account.

The casino does not reply to any of my emails, and I have not received any official notice regarding the closure of my account.

This is the entire dialogue I have had with the casino.

I am fully aware of the casino rules, and I have never violated them. I know that only actions like sports betting, creating multiple accounts, or other illegal activities can lead to a ban, but I am certain that I have not done any of these.

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Thank you for your patience and cooperation.

I have sent the information to the email you mentioned. If any additional information is needed, please let me know and I will provide it. Thank you.

Thank you very much, Azebegins, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello, I submitted this request 16 days ago and there has been no progress so far. Usually, I receive a response within 6+ days, and I understand you may be very busy, but I kindly ask for your assistance so that the process does not take too long. The issue is important because 1win is not responding to any of my emails, and my funds remain stuck in my account.

Hello there,

Thank you Azebegins for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hello!

Following the review, your account has been blocked for violating paragraph 9.7. We strictly adhere to the rules and encourage our players to do the same. Therefore, we never make unfounded decisions.

Sincerely, the 1win team.

Hello,

I do not accept the reason you have stated regarding a "violation of paragraph 9.7." There has been no rule violation, multiple account usage, bonus abuse, or fraudulent activity on my account.

Please provide me with the full text of paragraph 9.7 and explain specifically which of my actions allegedly violated this rule. Otherwise, I believe my account has been unfairly suspended.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello!

Our specialists are clarifying the information regarding your question.

Sincerely, the 1win team.

Hello,

It has now been 24 days since my account was blocked and the issue has still not been resolved. You are holding my deposited amount of 350 USD, which is unacceptable. I demand the immediate return of my deposited funds.

Dear Azebegins,

The casino has presented multiple indicators suggesting the presence of duplicate accounts. It is an established industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and we therefore find the actions taken by the casino to be justified.

Furthermore, we note that this case is directly connected to another complaint a different user submitted on our website. We must emphasize that our service should not be used to pursue fraudulent claims or activities.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of these circumstances, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.