The player from Japan deposited approximately 240,000 yen and successfully completed KYC verification, but his account was subsequently blocked after attempting to withdraw the same amount. He is requesting a refund of at least his deposited amount.
1win Casino - Player’s account has been closed.
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7 hours ago
On April 28th at 5:09 AM, I deposited approximately 240,000 yen and played games such as 100 Bit Dice.
After withdrawing approximately 240,000 yen, my account was blocked.
I would like a refund of at least the deposited amount.
My KYC verification was completed on April 18th.
My account has been locked, so I don't know my user ID.
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1 hour 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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1 hour ago
Dear Ikamaru,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
To better understand your situation, could you please provide a bit more detail on the following:
- Which category did the games you mainly played belong to (e.g., slots, live casino, sports betting, etc.)?
- Could you clarify which verification documents you submitted and when, before you lost access to your 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,
Petra
