1win Casino - Player’s account has been closed, blocking withdrawals.

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Dear Punit002,

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.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

I mainly played gorilla slot games, baccarat live games , sins slot game and coin flip game

Yes i have passed verification everything was going good but suddenly they blocked my account they asked for verification again but after that they suddenly blocked and still they are not giving any reply

I never took any type of bonus as wager after taking bonus were very high so i usually played without any bonus

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

i have already shared all proofs on given mail

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello!

Your account has been restricted under clause 12.8 of the Platform Rules following a full internal review and compliance assessment. As a result, withdrawals are not available, and the current status remains final. If you require further clarification, you may reach out to our Security team via email.

We will also be sharing the relevant details with the Casino Guru team shortly. At the moment, we are finalizing the remaining information and need a little more time to complete this process. Thank you for your understanding.

Dear 1win Casino,

Thank you for your response.

We will await the relevant supporting evidence you mentioned will be shared with our team.

Thank you in advance for your cooperation.

Dear Barbora,

We have sent you an e-mail containing the relevant information regarding the complaint. Please review it at your convenience.

Sincerely, the 1win team.

Dear 1win Casino,

Thank you for the provided information. I have responded to your email with my assessment and follow-up questions. Please continue communication there.

Thank you for your cooperation.

Hello!

We apologize for the delay and understand how frustrating it can be to wait for an update. Currently, we are still awaiting some of the requested information. Once we have all the necessary details and complete our analysis, we will update you immediately.

Thank you for your patience during this process. We are committed to resolving this as quickly as possible.

How much time it will take to resolve case sir , kindly request casino to withdraw my funds atleast please 🥺, i am ready to corporate and provide any type of necessary kyc also

They are just extending the case giving a single reply in 6 days

Dear 1win Casino Team,

Thank you for your latest update.

We understand that you are still awaiting additional information regarding this case. However, please note that the complaint has now been open for a considerable amount of time, and from the player’s perspective, the prolonged review without a final conclusion is understandably causing frustration.

We would therefore appreciate it if you could provide us with the requested clarification and supporting evidence as soon as possible, so we can properly assess the legitimacy of the account restriction and withheld balance.

Dear player,

Thank you for your patience.

At this stage, we are still awaiting the casino’s final response and supporting documentation. Once we receive and review all relevant information, we will update the complaint accordingly.

Dear Barbora,

We have sent you an email with the relevant details regarding this complaint. Please check it when you have a moment.

Sincerely, the 1win team.

Dear 1win Casino,

Thank you for your response. I have sent you an email with additional questions regarding the provided evidence.

Thank you for your cooperation.

Hello!

We have received your request and it is currently being reviewed with our specialists. At the moment, the requested data has not yet been received.

As soon as we have an update, we’ll return with more details. Sorry that the process is taking longer than expected.

Dear Barbora,

We have sent an email with the details related to this complaint.

Please review it at your convenience.

Dear player,

After carefully reviewing all the evidence provided by the casino and the game provider, we have concluded that the restriction of the account was justified.

The evidence indicates that the reported opposite betting activity was detected across two casino platforms within the same provider network, which was considered a breach of the casino’s Terms and Conditions.

As a result, we are unable to continue pursuing this complaint and the case will now be closed as rejected.

Thank you for your understanding.

Best regards,

Barbora

Casino Guru