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

Dear Guru Casino Support Team,

I am contacting you regarding my 1WIN account, which has been blocked while it still contains more than €100.

I would like to know the exact reason for the blockage and request your assistance in resolving this issue and recovering my funds.

I am ready to provide any documents or information required for verification.

Please investigate my case and provide a solution as soon as possible.

Kind regards,

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you hadn't completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I was more focused on sports betting, but sometimes casino games too.

I have provided all the documents they requested to prove my identity; I can send you the email in which they confirmed that my account has been successfully verified.

it was without an active bonus

Thank you for your reply, bellooumarou. I’m sorry to say I don’t have good news. If your account was blocked after placing mainly 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.