The player from India had completed identity verification for a withdrawal but later canceled it and attempted a new withdrawal, which resulted in a ban from the casino. He lacked proof regarding his account status, except for a screenshot indicating that he was blocked. The player did not respond to the Complaints Team's questions or reminders seeking further information about his account and winnings. Due to the lack of communication, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to provide additional details in the future.
1win Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: 8 USD₮
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
I was doing withdrawal and asked for identity verification. And after when i completed the identity verification successfully, i canceled pending withdrawal and tried again for withdrawal and got banned. I don't have any proof of ss. Only the ss showing user is blocked
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1 month 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 month ago
Dear oousam,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Have you lost access to your account directly after submitting the documents for the KYC verification?
- 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,
Attila
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4 weeks ago
Dear oousam,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
