The player from Brazil is unable to access her account after the casino blocked her following a withdrawal. Despite completing the requested verifications, she no longer receives responses to her emails.
1win Casino - Player’s account has been closed.
Opened
Current status
Waiting for player to reply
5d 19h 35m 26s
1win Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 days ago
Translation
The casino [link removed by Casino.Guru admin] blocked me after withdrawing from my account and I can no longer access it!
After doing all the verifications that were requested and they no longer answer my emails
Edited by a Casino Guru admin
Automatic translation:
Public
Public
yesterday
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
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
