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

So I won 3k rubel then went to withdraw all of the funds then after a while I got an email from 1win that I need to verify my account to get the money then I verified my id then the verification got successful but after 2 hours my account got blocked and they are not communating with me please help.

Dear MoneyChasVvx,

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.?  
• How long have you been a player at this casino?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

So i usally go for live casino like evolution studios games i joind 1win casino a while ago like 2 years ago and i never had problem like this it's the first time so I did use an bonus but in the past time i have used like 500 to 1k bonus in my account even 1win them self gives me bonus every week so 2 days ago 1win gave me a personal bonus worth 2k rubel and I got then I turned it into 3k rubel and I went for withdrawal then I got banned

Dear MoneyChasVvx,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear MoneyChasVvx,

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.

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,
Katarina
Casino.Guru