1win Casino - Player's account has been blocked unfairly.

Hello Casino Guru Team,

I would like to file a complaint against 1win Casino regarding my account being blocked unfairly.

My account was successfully verified earlier. Later, I received an email from 1win asking me to complete verification again through a new link. I followed their instructions honestly and completed the re-verification process.

However, after completing this verification, my account was suddenly blocked with the reason "duplicate applicant / multiple accounts", which is incorrect.

I clearly state that I have not created or used multiple accounts. I have always maintained only one account and followed all the casino rules fairly.

Since my verification was approved earlier and I completed the re-verification as instructed, blocking my account without clear evidence feels unfair and unjustified.

I have already contacted 1win support, but the issue has not been properly resolved. Therefore, I kindly request Casino Guru’s assistance to review this case and help in getting my account checked and unblocked if no rule violation is found.

I am ready to provide any documents or clarification if required.

Thank you for your time and support.

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.

Dear Aruu1,

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.

• 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 accumulated your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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,

Attila

Dear Attila,

Thank you for your response and for giving me the opportunity to clarify the situation. Please find my answers below:

1) Regarding multiple accounts or device/IP usage:

I have been using only one single 1win account for a long time. Occasionally, I may log in from a different device depending on availability (for example, if my phone battery is low or I am temporarily using another device). However, the account itself has always remained the same and belongs only to me.

2) Regarding the question about bonuses and winnings:

Currently, I am not able to make deposits regularly, but I plan to do so again in the future. Most of my gameplay has been done without an active deposit bonus. But I have used promotional coupons that were officially shared by the casino through their Telegram channel.

3) Regarding the games played:

I mostly played casino games.

I hope these clarifications help in understanding my situation better. I believe this is a misunderstanding, and I sincerely hope for a fair resolution.

Thank you very much for your time and assistance. Please let me know if any further details are required.

Best regards,

Dear Aruu1, thank you for your response.

Have you contacted the casino customer support via email for further clarification? If so, could you please attach your correspondence?

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

Thank you for your patience and cooperation.

Hello Attila,

Thank you for your response.

After my account was blocked, I did not contact the casino via email because many users in the official 1win Telegram group mentioned that the casino usually does not respond after an account is blocked. Therefore, I waited for guidance through this complaint process.

I would also like to clearly confirm that I have never used any VPN or IP-masking software while accessing the casino website. I have always accessed my account from my real and genuine location and have followed the rules honestly.

I kindly request you to please help review my case and assist in resolving this matter fairly.

Thank you for your time and support.

Dear Aruu1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Aruu1,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello!

Your account has been carefully reviewed in accordance with our internal procedures. Following a comprehensive assessment of the available information, a violation of the platform’s terms of use was identified, which led to the account being blocked.

We kindly ask the Casino Guru team for a little more time as we gather the relevant evidence. Thank you for your patience. 

Dear 1win Casino,

Thank you for your prompt response. I would appreciate it if you could provide the specific reason for the account block, along with any relevant evidence. Either post a reply here or send everything to michal.v@casino.guru. Your assistance in this matter is greatly appreciated.

Hello!

The requested information has been sent to your email address. Please review at your convenience.

Thank you for understanding.

Dear 1win Casino,

I wanted to confirm that I have responded to your email.

Dear Aruu1,

I have received documentation from the casino that suggests a violation of their terms and conditions. Rest assured, I will keep you updated as soon as I obtain further details.

Hello!

We have sent an explanation in a reply letter. We will be waiting for your reaction.

Dear 1win Casino,

I have replied to your email.

Hello!

We would like to inform you that we have responded to your request by e-mail. Thank you for your cooperation

Dear Aruu1,

I regret to inform you that I am unable to assist you further with this matter. Upon reviewing the available evidence, it has come to my attention that multiple accounts have been created, which constitutes a violation of the casino's terms and conditions. This is treated as a serious matter. I kindly ask you to understand the importance of maintaining a single account, and that both the account and the payment methods should belong solely to you. I have no choice but to close this complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.