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 negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Niolweresk20,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Niolweresk20,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

You can send the information and evidence to me via email at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello, Michal! Thank you for accepting my complaint and for your assistance. I'm awaiting a response from 1win Casino.

Hello! Thank you for contacting us. We understand your situation and want to assure you that our team is currently looking into your request. We will contact you as soon as we have any updates. Thank you for your patience!

Dear 1win Casino,

We look forward to receiving the relevant information and supporting evidence you can provide regarding this matter, so that we can conduct an independent review.

Dear Michal,

We have sent you an email with information related to this complaint.

Please review it at your convenience.

Thank you for all the information and evidence provided, 1win Casino Team.

Dear Niolweresk20,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering and reviewing all the necessary information and evidence, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple/duplicate accounts linked with the same device. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way, and the casino has acted according to its terms and conditions, as mentioned by the casino team earlier.

You, like any other player, agreed to the casino terms and conditions when you registered your account, and it is your responsibility, like anybody else's, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the relevant body in your country if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

Feel free to let me know of the appropriate authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru