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

After receiving a first-deposit bonus, I went all-in with my deposited funds and won; however, when I requested a withdrawal, I was kept waiting for nearly a week for KYC verification, only to be told eventually that I had violated the terms—resulting in the confiscation of my funds and the banning of my account.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to the bonus you activated and played with? If the promotional offer is no longer available, please send me a screenshot showing the bonus details instead.
• Which games did you play to accumulate the winnings you wanted to withdraw?
• Did you submit any documents to the casino for KYC verification before your account was blocked? If so, had any of these documents been reviewed and approved before your account was blocked?
• Please forward me the email you received from the casino explaining why your funds were confiscated and your account was blocked at veronika.f@casino.guru.

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

Best regards

Veronika