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

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Hello,

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 clarify the reason for opening multiple accounts at 1win Casino?
• Additionally, could you confirm when you last accessed your previous account?
• Have you reported any gambling-related issues to 1win Casino? If yes, did you register using the same personal information as before?

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,

Attila

Hello Attila,

Thank you for taking my case. Here are the clear answers to your questions, along with the precise timeline of events:

Reason for opening a new account: My previous accounts were permanently closed and deactivated on my own initiative. I requested their complete termination without the possibility of recovery. I created the current account assuming that since the old ones were completely terminated and inaccessible, it was permitted to start fresh.

Last login to the previous account: My last activity and play on the old account was on April 13th.

Gambling problems & Personal data: When closing my previous accounts, I did not explicitly state gambling addiction as the reason. I simply requested their permanent deletion without the right to restore them.

Crucial Context and Evidence of Bad Faith:

I want to emphasize that I have always played strictly using my own real personal data, my own identity documents, and my own banking cards.

Because the casino's security compliance system had repeatedly and successfully approved my KYC verifications across accounts using the exact same documents without ever issuing a ban or a warning, I was fully under the honest impression that I was not violating any rules and that the casino had absolutely no issues with me.

While my last play on the old account was on April 13th, this current account was abruptly blocked just five days later, on April 18th, the exact moment I attempted to withdraw my winnings.

The casino knowingly ignored its own system flags, gladly accepted my personal deposits totaling 139,000 RUB, and only chose to weaponize the "multi-accounting" rule to confiscate my 330,000 RUB balance when I requested a payout. This is a clear case of selective policy enforcement designed for unjust enrichment.

I have all the remaining evidence ready (including missing deposit receipts, self-exclusion files, proof of them ignoring my complaints on other resources, successful verification approvals on my other accounts, and confirmation that the exact same payment credentials were used across all accounts with their full knowledge). However, since these files contain sensitive personal data, could you please mark my next comment as confidential or let me know how I can send them to you privately so they won't be visible to the public?

Thank you for your assistance in resolving this matter.

Hello,

Thank you for reaching out regarding your dispute with 1win Casino. I understand how concerning this situation is, especially given the significant amount involved and the abrupt blocking of your account.

We take such matters seriously, and I want to assure you that your complaint regarding the confiscation of your deposits and the subsequent account block will be thoroughly reviewed. Your detailed account of events, including the reference to the Fair Gambling Policy, provides valuable context.

I will escalate your case to ensure it receives the necessary attention. Please allow us some time to investigate this matter further, and we will keep you updated on any developments.

Thank you for your patience as we work to resolve this issue.

Dear 1win Casino Team, thank you for your response. Do you have any updates for us in relation to this complaint?

Dear Fergi, thank you for your reply. You can send the relevant evidence to my email at attila.g@casino.guru.

Thank you in advance for your cooperation.

Hello Attila,

Thank you for your reply. I have just sent the complete set of requested evidence (including deposit receipts, final account balance, ban notification, and proof of prior account closures with approved KYC) directly to your email address (attila.g@casino.guru).

Please let me know once you successfully receive the files. Thank you for your assistance!

Thank you for your response and for providing the supporting documentation.

I would like to point out that creating multiple accounts is generally prohibited by the terms and conditions of most online casinos. Based on the information provided so far, it appears that you previously held other accounts with the casino before opening your current account, which would justify the casino's decision.

Additionally, I would like to clarify that the Fair Gambling Codex has been misquoted in your message. It does not state that casinos are obliged to refund a player’s deposits in cases of multi-accounting.

You can read more about our Fair Gambling Codex here, including the relevant section for reference:

13. Multiple accounts

In a vast majority of casinos, players are only allowed to have one player account per casino, as well as only one account per residence, IP address and device.

Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered.

Most casinos only check for multiple accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. If a player wins something on one of their duplicate accounts, the winnings are usually annulled. In some cases, the initial deposits might be returned to the player if the casino believes the duplicate account was created by accident.

In this case, based on the information provided, the creation of the additional account does not appear to have been accidental.

However, before I can assess the situation further, I would appreciate clarification regarding the circumstances surrounding the closure of your previous accounts.

Could you please confirm:

• Did you communicate any gambling-related issues or gambling addiction concerns to the casino when requesting the closure of your previous accounts?
• Did you register the new account using the same personal information (name, date of birth, address, etc.) as on the previous accounts?
• Did you use the same payment method on both the previous and the current account?

Thank you in advance for your cooperation. I look forward to your reply.

Best regards,

Attila

Dear Attila,

Thank you for the opportunity to clarify the circumstances. I want to be 100% transparent about my operations and mindset. I am uploading my official bank receipts proving the deposits and kindly ask to mark these attachments as private for security reasons.

Here are my direct responses to your questions:

1. Did you inform the casino about any gambling problems, or problems related to gambling addiction, when requesting the closure of your previous accounts?

No. I never informed the casino of any addiction. To close an account, I simply messaged support: "Hello, please block ID [XXX] without the possibility of recovery."

In response, support always sent an automated template: "Since you are requesting self-exclusion, we need to confirm your identity," asking for my account and card details. This mechanical script was used for routine administrative closures. The casino never asked about gambling problems or conducted responsible gambling inquiries, treating it strictly as a routine deactivation. Each account was opened sequentially – strictly after the previous one was closed, ruling out any intent to abuse bonuses or operate duplicate accounts simultaneously.

2. You registered the new account using the exact same personal data (name, date of birth, address, etc.) as in the previous accounts?

To be completely honest, no, the internal profile names were not always identical, and I want to explain why.

I treated older profile name and email fields as optional pseudonyms or nicknames, like on an internet forum, sincerely believing real data was only required for actual KYC verification. However, I never used third-party data or fake identities; I always provided my real, authentic ID whenever KYC was requested.

I request Casino Guru to ask 1win for my full KYC history. Their database will prove my real ID was uploaded and approved more than once for different accounts. The casino had access to my real identity but never raised flags, strengthening my belief that sequential registration was permitted.

Furthermore, when requesting to block accounts "forever without recovery," I believed this action completely deleted the old account from the system, giving me the right to open a fresh one. I had no idea the data was retained to track sequential registrations.

3. You used the exact same payment method for both the previous and current accounts?

Yes, absolutely. Across all accounts, I used exclusively my personal bank card in my real name. Every time I closed an account, I provided this card to support to confirm my identity. The financial data was transparent, with MY details and full name identical to mine, on different accounts, as confirmed by the attached transaction statements.

This raises a critical question: if the casino tracking system preserves data to detect sequential accounts, why were there never any flags raised during my deposits? The casino willingly accepted my funds across multiple accounts using the exact same billing details, showing no objections until it came time to process a payout. This indicates the casino was fine with my identity as long as I was losing money.

Conclusion:

I realize that treating profile names as pseudonyms was a mistake due to my lack of understanding of casino regulations, but there was absolutely no fraudulent intent. I always deposited my own funds from my own card and provided my real ID for verifications.

Did the casino suffer any financial damage because of my foolish mistakes? No, absolutely not. In reality, I am the one who repeatedly lost significant amounts of money on this platform over time, causing zero harm to the system. I made an honest mistake and I fully admit it. But since no damage was caused to the casino, it feels deeply unjust that my hard-earned personal money – funds I earned through genuine hard work – is being confiscated. If there was no harm done to the platform, I sincerely ask Casino Guru to help me recover my own money and mediate a fair compromise to have my initial deposits of 139,000 RUB returned.

Thank you for your time and fair consideration of my case.

Dear Fergi,

Thank you very much for your detailed response and for providing all the requested information. After carefully reviewing your case, I regret to inform you that we are unable to assist you further with this complaint.

It is a standard rule at the vast majority of online casinos that each player may only have one account. While I understand your argument that the casino accepted your deposits and verified your identity, it is ultimately the player's responsibility to comply with the casino's Terms and Conditions.

Based on the information you provided, your previous accounts were closed, but you subsequently opened a new account without first confirming with the casino that this would be permitted. I would also like to clarify that, although your previous accounts were closed at your request, you confirmed that you did not communicate any gambling-related issues or gambling addiction concerns to the casino. Therefore, we cannot consider this to be a self-exclusion complaint or conclude that the casino failed to enforce responsible gambling measures.

While I understand why you feel the casino should have detected the duplicate account earlier, we are unfortunately not in a position to challenge the casino's decision under these circumstances.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila