1win Casino - Player's account has been closed.

My account was blocked on account that I have a multiple account which I don't

They have not even verified my account at all for withdrawal

They requested for id but they said the id was not sharp enough but the facial verification and my profile was verified

And the next thing was to block my account

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 understand the whole situation.

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

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without an active bonus?

Could you please forward me the ID you sent to the casino for verification? My email address is veronika.f@casino.guru.

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.

I played live sports betting sometimes 

I play pre match 

I don't know if someone has a betting account on the platform but I do know that I was not involved in any malicious forms of betting to warrant being blocked from my account 

I got my winnings got my winnings from their promotion offer after I lost my bet they awarded me with a free bet and I got lucky 

But later on I used the whole winnings on another sports event and I won also 

Then they told me I couldn't withdraw

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.