1win Casino - Player’s account has been closed with no explanation.

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 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.

• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,

Thank you for taking my case. Here are my answers to your questions:

Same Household / IP: No one in my household uses 1win. A friend in my village plays on 1win, but we do not live in the same house and we do not share the same home Wi-Fi or device. I only access my account from my own personal phone and network.

Verification: Yes, I had already completed and passed the account verification process prior to losing access.

Active Bonus: I accumulated my balance WITHOUT an active bonus. I played using only my own deposited real money (₹14,895).

Additionally, I would like to note that I am a long-term user of 1win with over 50+ successful deposits and withdrawals using their local agent network in the past without any issues.

Any update please

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

If possible, please attach proof of the payments as well.

Thank you for your patience and cooperation.

Thank you for the update.

I have attached/sent the following proof as requested:

The official email from 1win security confirming my account block under Clause 12.8.

The bank/UPI transaction proof for my ₹14,895 deposit made via the 1win agent.

Please let me know if you need any additional information to proceed with 1win.

Hello Riiks,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Any update please

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,

Attila

Hello Riiks,

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! 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!

Hello! Thank you for your message and for the information you provided. To resolve your issue, please contact us at security@1win.social. Our security team will review your case and contact you regarding next steps. Thank you for your patience!

Hello Michal and 1win Representative,

As requested, I have sent an email to security@1win.social with my account ID (ni*******6@gmail.com) and the deposit proofs for my ₹14,895 deposit.

I kindly request Michal to keep this complaint active here on Casino Guru until 1win provides a final update and processes my deposit refund.

Thank you."