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

1win blocked my account after asking me to carry out verification which I did and was successful. I did the verification and was waiting for my withdrawals to drop but they later blocked the account without any fault of my nowing claiming that I have violated clause 12.8 of the site usage rules.

The account was blocked and I am left with no access to my account ID for references only my registered email.

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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 to accumulate the winnings you've been trying to withdraw? Were they slots, live casino games, or sports betting?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a link to the promotional offer or a screenshot showing the bonus details.
• Which documents did you send to the casino for the verification of your account?

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

Hello thank you for your response.

I play general sports betting and I accumulated my winnings without using any bonus funds from the bookmaker. All funds used for betting was my deposited funds.

Also, I used my National Identity Card for the verification which they confirmed and the verification was successful.

Thanks

Dear Kiwikikant,

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you 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