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

My 1Win account was blocked, and since then I have been unable to access or withdraw the money I had on the platform. The amount I am claiming is BRL 972.

I have already tried to resolve this issue directly with 1Win, but so far my money has not been returned. My main request is not necessarily to have my account reopened, but to receive the full amount of money that belongs to me.

I would like 1Win to clearly explain the reason for blocking my account and, most importantly, to return the BRL 972 currently being withheld.

If any identity verification or additional documentation is required to release my funds, I am willing to cooperate, provided that I am clearly informed about what is required.

I am asking Casino Guru to help mediate this case and assist me in recovering my money.

I can provide screenshots, deposit receipts, conversations with 1Win support, transaction history, and any other evidence necessary to prove my case.

I am unable to provide my 1Win account ID because my account was blocked/deleted and I no longer have access to my profile. I can provide the email address registered to the account, my full name, payment information, transaction records, and any other information required to identify my account. I kindly ask 1Win to locate my account using my registered email address and provide my account ID if necessary.

E-mail: arthur.oliliveira9012oo@gmail.com

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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

Hello Kristina,

Thank you for your response and for helping me with my complaint.

I was mainly using 1Win for sports betting.

Regarding verification, I had already successfully completed the verification process before my account was blocked.

Regarding bonuses, I did use a free bet that I received as part of a deposit promotion on the platform. Therefore, I want to be completely transparent that a free bet was used. I am willing to provide any additional information regarding this promotion and my betting activity if necessary.

My account had approximately BRL 972 when 1Win blocked it. 1Win subsequently informed me that my account had been permanently blocked under clause 12.8. However, their response only listed several possible violations and did not clearly specify which rule they claim I violated or what I allegedly did.

I had already completed the required verification, and I am willing to provide any additional documents or information necessary.

I am not requesting that 1Win restore my account if they have decided to terminate our relationship. My main concern is the return of the funds remaining in my account and a clear explanation of the specific reason why those funds are being withheld.

I can provide Casino Guru with the email I received from 1Win, deposit and payment records, screenshots, verification information, and any other evidence that may assist with the investigation.

Thank you very much for your assistance.

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