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

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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.

• 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."

"Hello Michal and 1win Representative,

As requested by the 1win representative, I sent an email to security@1win.social explaining the situation and providing my deposit details.

Within minutes, their Security Department simply sent back the exact same automated copy-paste template regarding Clause 12.8, with zero human review, zero explanation, and no response regarding my ₹14,895 deposit refund.

This confirms that emailing their security team leads to an automated loop. I have attached the screenshot of their automated response.

I kindly request Michal to demand that 1win provide actual proof of fraud directly here, or instruct them to return my original ₹14,895 deposit."

Step 3: Attach the Screenshot

Dear Michal,

We are still reviewing the case and will provide you with the verification results once the investigation is complete.

We apologize for the extended processing time and appreciate your understanding.

Dear 1win Casino,

We look forward to the timely resolution of this matter and trust that the funds will be located and credited to the player's account in the very near future.

Any update please I'm still waiting for response

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal, we have sent you an email regarding this complaint. 

Hey Michal can you please tell me the update

Dear 1win Casino,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your reply.

Dear Riiks,

Could you please provide a list of all payment methods you have used for both deposits and withdrawal requests at 1win Casino, along with the approximate amount for each transaction?

Additionally, please confirm whether all payment methods were held in your own name and whether you have experienced or perhaps initiated any chargebacks or reversals on any of the methods used.

Dear Riiks,

Thank you for the additional information.

Dear 1win Casino,

I look forward to your response to my latest email.

Dear Michal,

We have received your email and are currently reviewing the information related to your request.

We will get back to you as soon as the review is completed and we have a final response to your questions. We apologize for the extended wait and appreciate your patience.

Dear 1win Casino,

I look forward to your timely response.

Dear Michal,

We are still reviewing the questions you raised. The relevant information is currently being clarified with the responsible team.

We will get back to you as soon as we have an update to share. Thank you for your patience.

Dear 1win Casino Team,

Thank you for your response. Once the relevant information and supporting evidence are available, kindly forward them to me for an independent review of the matter.

I would appreciate receiving the requested materials at your earliest convenience and look forward to your timely response.

Thank you in advance.

Hello, Michal

We have sent you an email with additional information regarding this matter. 

What's the information Michael

Thank you for all the information and supporting evidence provided regarding this case, 1win Casino Team.

Dear Riiks,

After carefully reviewing all available information and evidence, I am forced rejecting this complaint as Unjustified due to a confirmed breach of the casino’s Terms and Conditions.

Although you previously stated that you had never initiated a chargeback or payment reversal, the evidence provided does not support that statement and confirms that chargebacks were made. Improperly reversing deposits that were legitimately credited or used is considered a serious violation, and under these circumstances, I consider the casino’s actions justified.

For the future, I recommend using chargebacks only in legitimate situations, such as an unauthorised transaction, funds that were never credited, or a genuine failure to receive the purchased service, and not to recover gambling losses or reverse deposits that were correctly credited and used.

Thank you for your understanding.

Best regards,

Michal

Casino Guru