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

My account was asked for verification which I did it showed verified and approved, the next thing they did was to block me for no reason.

ive been messaging them everyday to give me my account back but they constantly ignore me

please help me

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 Ezeguwboy,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions so that I can better understand the situation.

• 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 logged into your casino account using only your personal device, or have you used a shared device as well? Additionally, is there anyone in your household or anyone else who may have had access to your device who also has an account at this casino?
• What types of games did you play at this casino?
• 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,

Veronika

1.no, I’m the only one playing 1win games.

1. no, I’m the only one playing 1win games
2. no, just my phone I’ve been using to play games
3. sportsbetting
4. yes I accumulated about $4000 or so before wanting to withdraw

Hello Ezeguwboy,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, Ezeguwboy. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.