The player from Kenya reported that his account had been blocked without reason after a month of play, despite being fully verified and not using bonuses. He sought clarification regarding the account closure and wanted to recover his funds of 108,000 KSH. The player stated he had only placed bets on soccer games, did not use a VPN, and no one else in his household had gambled on the platform. We explained that due to the nature of sports betting and our lack of expertise or access to the casino's internal investigation, we were unable to properly evaluate the dispute or assess the situation fairly. Consequently, the complaint was closed without resolution.
1win Casino - Player’s account has been closed.
Closed
Our verdict
Other
Amount: KSh108,000
1win Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Hello support team ..i am really devastated after playing for more than a month .my account has been blocked without ant reason with 108k ksh inside i seek clarification on this matter and also my funds..my account was fully verified..and note that i have never used bonuses at any point
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2 months ago
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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play shortly before your account was blocked? Were they slots, live casino games, or did you place bets on sports only?
- Is there any chance that someone from your household or using the same IP address 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?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
I played soccer games purely .i always played one football game per day
.i have never used vpn
.and no one in our house hold ever bets ..its only me
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2 months ago
Thank you for your patience throughout the complaint process.
Please understand that if your account has been blocked and you have 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.
Best regards
Veronika
