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

After I create an account on 1win casino I deposit and play some days. Then I again deposit and withdraw the fund but they ask verification and when I give all my documents they closed my account and retained my deposit fund. I ask for my deposit back but they stop communication with me. Please help me.

Dear rrd38448,

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.?
• Was this the first and only account you created in 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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I focused on live casino and slot only.

yes, this is my only one account.

I only have my deposit fund. I have no bonuses.

Thank you very much for your reply, rrd38448. Do I understand correctly that you had $3,500 (dispute value) in your casino account before you lost access to it?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

yes dear, there are 3500$ when they blocked my account.

they only send it. but when I ask about my deposit fund they ignored my message.

Could you please advise if you created more than one account at this casino? If you didn't, is there any chance that someone from your household or using the same IP address has also created an account here?

I have never created multiple accounts on that platform. However, we use Wi-Fi in our house, and it is shared by several families. If someone else used that Wi-Fi to access 1win, how is that my fault?

Please help me. In Bangladesh, many of us are poor, and it's common for 10–12 people to share the same Wi-Fi connection.

Thank you very much, rrd38448, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, rrd38448,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Добрый день!

Отправили письмо на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Hi there,

Casinoguru, is there any update please?

Dear rrd38448,

Yes, there is. However, it will not make you happy.

After gathering and reviewing all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions, as stated in the email from the casino you received after the closure of your account. In short, you committed a fraud -> coordinated activity in cooperation with another user or other users, gaining an unfair advantage over the casino. Your winnings are invalid, and you are not eligible for winnings accumulated in such a way.

The casino acted in accordance with its terms and conditions, which you accepted upon registration.

Thank you very much, 1win Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru