1win Casino - Player's account has been closed to avoid payout.

This casino scammed me; they blocked my account to avoid paying my withdrawal. They asked for my personal information and photos, which I sent, but they still didn't pay me.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Could you please specify the reason why the casino blocked your account? Please forward me the email you received from the casino customer support after your account was closed 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

I received nothing, and I played slot games; I had already made a withdrawal previously.

Thank you for your reply.

Have you contacted the casino’s customer support to inquire about the reason why your account was closed? If so, kindly forward the emails, live chat transcripts, or screenshots of your conversation to me at veronika.f@casino.guru. We need to review all the relevant information you received from the casino in order to determine the next steps in resolving your complaint.

Additionally, if you played with a bonus, kindly send me the details of the bonus.

Dear Yaque2121,

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,
Veronika
Casino.Guru