1win Casino - Player’s account has been permanently closed.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?
• When exactly did you create your casino account, and when was it closed?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much for your reply, Drfarfan. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Muchas gracias por responder, acabo de enviar al correo electrónico toda la información que usted me pido.

Hello Drfarfan,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Drfarfan,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you Drfarfan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hello! 

In order to ensure the accuracy and correctness of the information, we will need some time for additional account verification. As soon as all the data is confirmed, we will contact you immediately with the result. Thanks for understanding.

Sincerely, the 1WIN team.

Hello!

We have sent you an email with information relevant to this complaint.

Please review it at your convenience.

Thank you for providing me with the evidence 1win Casino representative.

Dear Drfarfan, the casino has provided me with evidence of opposite betting with another user in the network. As this constitutes a deliberately planned form of fraud and is against the spirit of fair gambling, we consider the steps the casino has taken to be justified, and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter