1win Casino - Player’s account has been closed without reason.

Hello.

I want to file a complaint against 1win casino.

My account was blocked after I made a deposit and played honestly. I have passed full verification and provided all requested documents.

The casino accused me of payment issues, but I did not receive any чужие средства, and all my real deposits were paid by me personally. There may have been 1–2 cases where I mistakenly confirmed payment without completing it, but there was no intention to violate any rules.

Since March 7, I have been trying to get a final response, but the casino keeps delaying and does not provide a clear decision. I have contacted support multiple times, but I am being ignored.

My balance is 44,000 RUB, and I request a fair review of my case and withdrawal of my funds.

I am ready to provide all necessary proof and documents.

Thank you.

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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.

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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)
• 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

Hello Tomas,

Thank you for your response.

• I have been playing in the casino for several months

• My account was blocked on November 10, 2025

• I found out about the block when I tried to log in and saw that my account was restricted

• I mainly played slots and live casino games

Regarding the accusations, I did not receive any third-party payments. All deposits were made by me personally. There may have been 1–2 cases where I mistakenly confirmed payment without completing it, but there was no intention to violate any rules.

I am attaching screenshots of my deposits and proof of payment. I can also provide chat history with the casino.

My balance is 44,000 RUB and I request a fair review of my case and withdrawal of my funds.

Please let me know if any additional information is needed.

Best regards

Hello Vlandimer,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

I apologize for any misunderstanding. If the casino accused you of breach of any rules or any specific activities, please share the relevant communication addressed to you by the casino, such as emails or screenshots of live chat communication.

Send this information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Thanks for the information provided.

• Could you please specify which payment method you have used to deposit and withdraw in the casino?
• Have you provided any bank account history to the casino or any other transaction records to the casino during the verification process?

Please let me know.

Hello Tomas,

Thank you for your message.

• I used my personal bank card to deposit funds in the casino. I did not use any third-party payment methods.

• I attempted to withdraw funds via SBP (Fast Payment System), but the withdrawal was not completed due to the account block.

• During the verification process, I provided all requested documents. I can also provide my bank statement or transaction history if needed.

All deposits were made by me personally, and I did not receive any funds from third parties.

Please let me know if you need any additional information.

Best regards

Dear Vlandimer,

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, Romi (romana.r@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,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding this case and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello! 

We have thoroughly reviewed the information regarding your account. The account with the following email address has never been registered on our platform. The interface shown in the screenshots provided in your complaint confirms that the issue is related to a different website. We kindly ask you to direct your complaint to the platform where your account was registered.

Sincerely, the 1win team.

Hello Romi,

Thank you for your assistance.

I would like to clarify the situation.

The website I used is:https://mell8752.live/

This platform clearly uses the 1win brand and interface. I registered, deposited funds, and played there believing it is part of the 1win system.

However, the casino now claims that my account does not exist and that the website is not related to them.

At the same time, in previous communication, a 1win representative stated that my account was reviewed and blocked due to alleged violations.

This creates a contradiction.

I kindly ask the casino to clarify:

Whether this website is affiliated with 1win in any way

How they were able to review my account if they now deny its existence

I am ready to provide all evidence, including deposits and screenshots.

Best regards

Please see attached screenshot from previous communication with 1win representative.

Thank you, 1win Casino, for the information provided.

Dear user,

We have to reject this complaint now.

Please submit a new complaint to the right casino name.

Thank you.

Respectfully,

Romi