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

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.

Important notice:

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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

Which category did the games you mainly played belong to (e.g., slots, live casino, sports betting, etc.)?

⇒　SLOTS

Could you clarify which verification documents you submitted and when, before you lost access to your account?

⇒Driver's license and resident registration

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

⇒no bonus

Also, I received the following email from 1win earlier, so I wanted to let you know.

＝＝＝＝＝＝＝＝＝＝＝＝＝

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 12.8. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 12.8. game account has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

For any questions please contact security@1win.social

Sincerely, 1win team.

Thank you for your reply and for providing the previous details, ikamaru.

• Could you please clarify if there is any chance that any of the actions listed in clause 12.8 of the Site Usage Rules and General Terms and Conditions were applied in your case as the reason for cancelling bets or closing your gaming account?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you confirm whether you received any notifications from the casino regarding your account being blocked?
• Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to: petra.h@casino.guru

or upload your screenshots directly to the thread.

Thank you again for your cooperation

Could you please clarify if there is any chance that any of the actions listed in clause 12.8 of the Site Usage Rules and General Terms and Conditions were applied in your case as the reason for cancelling bets or closing your gaming account?

⇒I don't think they were playing a banned game.

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

⇒NO

Could you confirm whether you received any notifications from the casino regarding your account being blocked?

⇒My account was frozen without any prior notice, so I contacted them. I've attached their response.

Dear ikamaru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear ikamaru,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 1win Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 1win Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello!

We have carefully reviewed your account in accordance with our internal security and compliance procedures. After a full assessment of the available data, a breach of the Platform Terms of Use has been identified, which has resulted in restrictions being applied to your account.

At this stage, we are still collecting and processing the relevant information. We kindly ask for a little more time while the review is being completed.

Isn't it outrageous to freeze and confiscate my account just for playing at DICE inside the casino?

At the very least, please return the principal amount.

Hello everyone,

Dear 1win Casino,

thank you for the update.

Please understand that in order for us to properly assess this case, we will need more specific information regarding the alleged breach of the Platform Terms of Use. General statements alone are unfortunately not sufficient to justify account closure and confiscation of funds. Once your review is completed, please provide detailed clarification regarding the exact nature of the violation, together with the relevant evidence and applicable Terms and Conditions.

Dear ikamaru,

for now, I kindly ask for your patience while the casino completes its review and provides the requested details.

Hello!

We have sent the details related to this complaint to your email.

Please check it when convenient and let us know if anything needs further clarification.

Hello everyone,

thank you for the update.

Dear 1win Casino,

I confirm that I have continued the communication with you privately via email regarding this case. For now, I am waiting for the supporting evidence and any additional relevant information needed for the review.

Dear ikamaru,

please allow the casino some additional time to provide the requested materials. Once I receive and review them, I will update the complaint accordingly.

Thank you both for your cooperation.

Hello!

Your request for additional information has been received and is now being processed by our team. We are working on compiling all available details.

Once everything is ready, we will update you with the information. Thank you for your patience while we complete the review.

Hello everyone,

thank you for the update.

Dear 1win Casino,

thank you for confirming that the request is still being processed. I appreciate the update and will wait for the supporting materials and additional details needed for the review.

Dear ikamaru,

for now, please allow the casino some additional time to complete the review and provide the requested information. Once I receive and assess the materials, I will update the complaint accordingly.

Thank you both for your cooperation.

I only played dice... Could I at least get half of my balance back?

Hello!

Your request is still being processed, and we are doing everything possible to gather all the necessary information. We appreciate your patience during this time and will update you as soon as we have more details.

Thank you!

Hello everyone,

thank you, 1win Casino, for continuing to keep us informed regarding the status of the review. I appreciate that you are at least providing updates while the investigation is ongoing.

Dear ikamaru,

I understand that this situation is difficult and that the waiting time is frustrating for you. For now, we will unfortunately still need to wait for the casino to complete the review and provide the requested materials. Once we receive more concrete information, we will see what can be done further regarding your case.

Thank you both for your cooperation and patience.

Hello,

We apologize for the inconvenience you are experiencing with your account. Unfortunately, we have not yet received any new updates from our team. We understand that your situation requires our attention, and we are doing everything we can to resolve it as soon as possible. Thank you for your patience.

Hello,

We have sent you an email and would like to confirm that you have received it. The email contains important information regarding this matter. Please let us know when you will be able to review the contents and provide a response. Thank you!

Hello everyone,

Dear 1win Casino,

thank you for the email, as well as for the additional information and supporting materials you have provided privately. I appreciate your cooperation and I can confirm that I have received them.

Dear ikamaru,

could you please let me know whether you have received the remaining funds from your account? If so, please confirm whether everything has now been settled from your perspective.

I will wait for your update before proceeding further. Thank you both for your cooperation.

Dear ikamaru,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru