1win Casino - Player's account has been restricted after winnings.

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Dear mohammedsahil4842,

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.

• Have you ever made a withdrawal/deposit at this casino?
• When did you win the 1 BTC from the free daily wheel spin and when was your account restricted or blocked?
• Did you pass the full verification process before you lost access to the account?

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

Petra

Hi Petra,

​I want to report that I just received a direct phone call from a representative claiming to be from 1win (Phone: +447520665946). The call lasted nearly 10 minutes.

​The representative pressured me to withdraw my complaints on Casino Guru and LCB, promising that they would only unblock my account after I close the cases. They even asked if I had filed a cyber complaint.

​I told them clearly that I will NOT withdraw any complaint until my 1 BTC is credited and my account is fully functional. I also informed them that I prefer all communication to happen here through the moderator.

​I have uploaded the call log screenshot to my Google Drive folder as proof of this off-platform contact. Please advise on how to proceed

Hi Petra, adding more evidence to my previous update. I just received an email from mohammed_a@1win.expert at 8:07 PM (Screenshot attached). They are asking me to share details discussed over the phone privately. I want to reiterate that I will only communicate through this thread and I am not sharing any details with them privately. This confirms they are trying to settle outside your platform

I am waiting for Petra's signal. My BTC address is ready.

Hi Petra,

​I want to inform you that 1win is still contacting me privately, pressuring me to settle the case outside of Casino Guru. However, I have told them that I will not make any deals behind your back. I want any settlement or resolution to happen officially through this forum under your supervision.

​Also, I am planning to go LIVE on social media and gaming forums to show the progress of this case on Casino Guru and LCB. I want everyone to see how 1win handles big wins and their private pressure tactics. I trust Casino Guru to ensure a fair outcome for my 1 BTC win.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mohammedsahil4842,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra

Hello Petra,

​I want to clarify why I initially marked the case as resolved. 1win's support team threatened me with a 'cyber-bullying' case, and being a student, I got very scared and confused. This fear forced me to close the complaint earlier.

​However, the truth is that I did win 1 BTC, and it was never credited to my account. My account was blocked immediately after that win to stop me from claiming my money. I am now coming forward because I want my rightful winnings.

​I request you to please investigate my game logs for the time of the win. I believe there might have been a server glitch or intentional blocking of my data by 1win. Please help me get justice.

I was scared of the complaint as well and I have attached it in the screenshot and I had also cut everything and I have collected this proof again from email and many other places.

Dear Petra,

​I am providing clear evidence to show that the 'multi-account' allegation is being used by the casino as a fake excuse to avoid my 1 BTC payout.

​Timeline Proof: My main account (ID: 11480951) was blocked first. I created the second account (ID: 11768265) only on January 22nd after I lost access to my winnings. I did this because I was panicked and had no way to contact support.

​Transaction Proof: As shown in the attached screenshot, I only deposited ₹2,000 on this second account to check if the site was working. I did not use it for any unfair advantage or bonuses.

​False Allegations: The casino claims my account was closed for 'Cyber-bullying.' This is a completely fabricated reason with no evidence, provided only after I raised this complaint.

​The casino is trying to distract you with this minor ₹2,000 transaction. My legitimate 1 BTC win is on my first account. Please ask them to provide server logs for account 11480951 instead of making excuses about a secondary inactive account.

Dear mohammedsahil4842,

Thank you for your reply and for sharing the previous details with us.

We would like to kindly note that creating more than one account for a single player is against the casino’s rules. Because of this, the casino is entitled to close the account, and unfortunately, we are unable to consider the complaint as justified.

• That said, we’d still appreciate your cooperation so we can better understand the situation. Could you please let us know which verification documents you have already submitted and when they were sent?
• Additionally, if you have any further communication with the casino, we would be grateful if you could share it with us. This can include screenshots, emails, or chat records. You can send the documents to petra.h@casino.guru or upload the screenshots directly to the thread.

Thank you very much for your understanding and cooperation. We truly appreciate your time.

Hi Petra,

​I want to clarify that my second account was purely for testing purposes. When 1win blocked my 1 BTC win without any explanation, I panicked and made a small deposit of ₹2000 from another account just to check if they had blocked my IP or device. I never took any bonus or unfair advantage from that account.

​Regarding our communication, the casino managers (Raghu and Tanmay) have been calling me privately. In these calls, they threatened me with 'Cyber Police cases' and 'Legal action in India' to force me into withdrawing my complaint. Unfortunately, I was too scared at that time and couldn't record those specific calls, but their constant pressure is the only reason I have been so distressed.

​I am a student and I won this 1 BTC fairly. Does a small 'testing' account justify them stealing my life-changing win and threatening me? I request you to consider the casino's unethical behavior and help me get a fair settlement

after update my id aadhar card

Dear mohammedsahil4842

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,

Petra

Hello there,

Thank you mohammedsahil4842 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!

We have sent information regarding this complaint to your email. Please review at your convenience.

Thank you for understanding.

Hi Peter, I'm waiting for an update after 1win sent the email. I have already admitted that the second account was only for checking purposes and no unfair advantage was taken. Given the threats I received from the casino and the size of my win (1 BTC), I am losing patience. If there is no progress, I will be forced to file an official complaint with the Cyber Cell.

Hi Peter,

​The timer has already run out, and I am still waiting for a definitive response or update from your side regarding the information sent by 1win.

​I want to be very clear: I have been extremely patient for over 28 above days. I am now ready to take legal action and file a formal complaint with the Cyber Cell and relevant Gaming Authorities regarding my withheld 1 BTC win and the threats I received from the casino.

​However, to resolve this matter quickly and avoid a long legal battle, I am still open to a fair settlement. Please let me know the casino's final position immediately so I can decide my next course of action. I cannot wait any longer.

​Regards,

Sahil"

Thank you for providing me with the information 1win Casino representative. I have responded to your email and I await your reply!

Dear mohammedsahil4842, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello!

We would like to inform you that we have responded to your request by e-mail.

Thank you for your cooperation.

Hi Peter,

​I hope you had a good weekend. It has been several days since your last update, and the casino is still not providing a clear resolution. As I mentioned before, my patience is running out.

​I am still open to a fair settlement to close this case immediately. However, if there is no concrete progress or offer from 1win by the end of today, I will have no choice but to proceed with my official complaint to the Cyber Cell and the Gaming Commission with all the evidence of my 1 BTC win and the threats I received.

​Please let me know their final standing now.

Hi Peter,

​I am attaching a screenshot from the LCB (Latest Casino Bonuses) platform. As you can see, they had to close my case because 1win Casino never provided any response or explanation to them.

​This is a clear pattern of the casino being unresponsive and avoiding accountability when they don't have valid proof. They are only replying to you now because of the pressure, but their history shows they intentionally 'ghost' investigative platforms.

​I hope this helps you understand that their 'Double Account' claim is just an excuse to withhold my 1 BTC win. I am still waiting for a fair settlement offer, or I will proceed with the Cyber Cell complaint as I have run out of patience.

​Thank you

Dear mohammedsahil4842, the casino is not able to share any further details regarding the free daily wheel spin; however, I was told an email has been dispatched on the 10th of January to verify the details of the spin, but the casino has not received any response. Would you be able to locate the email and respond to it at your earliest convenience? Thank you in advance for your cooperation!

Hi Peter,

​As you can see in the attached screenshot of my inbox from January 10th, I have received emails from my university, but there is no email from 1win Casino. I have also checked my spam and junk folders, and there is absolutely nothing from them.

​This is exactly what happened with LCB—the casino makes false claims of communication to delay the process. If they truly sent an email, please ask them to provide a screenshot of their sent mail folder showing my email address and the date.

​I am ready to cooperate, but I cannot respond to an email that was never sent. Please ask them to resend it immediately or provide proof of sending

Thank you for the update mohammedsahil4842.

Dear 1win Casino, I would appreciate it if you could resend the email so the player can verify the details. Thank you in advance for your cooperation!

Hello!

We have sent you an email with additional details about the original request. We would like to clarify that the request for additional information was made on a different platform. However, our support team has not yet received the information necessary to look into this case.

Hi Peter,

​The casino's claim about making a request on a 'different platform' is a clear lie and a delay tactic. I have already shared proof that LCB closed my case specifically because 1win never responded to them. If they cannot provide proof of their claims or resend the specific email they are talking about right now, I have no reason to wait any longer.

​Please inform the casino that if this is not resolved or a fair settlement is not offered immediately, I am proceeding with legal action and a formal complaint to the Cyber Cell. I will also escalate this to the relevant Gaming Commission with all the evidence of my 1 BTC win from January 21st and the threats I received from their support.

​I have been patient enough, but I will not let them steal my winnings with these endless excuses.

Dear mohammedsahil4842,

The casino has reached out for additional information through Şikayetvar, rather than via email or LCB. We kindly ask you to review their request and provide the necessary information at your earliest convenience. Thank you in advance for your cooperation!

Hi peter,

​I want to clarify that yes, I did try to file a complaint on Şikayetvar out of desperation, but 1win behaved exactly the same way there as they did with LCB. They provided no resolution and the case was eventually closed.

​The casino is mentioning these other platforms only to show they are 'communicating,' but the truth is they have not provided a single piece of evidence regarding my 1 BTC win on January 21st.

​They have my registered email and they have this Casino Guru thread. If they genuinely wanted to verify anything, they could have done it here or sent an email. Instead, they are pointing to platforms where the cases are already closed.

​I am not going to be redirected to any other site anymore. Please ask them to provide their final proof or a settlement offer right here, or I will proceed with the Cyber Cell complaint on Tuesday as my final step

​I want to be very clear and reasonable to end this long dispute. Despite the casino's constant delay tactics and false claims about other platforms, I am still willing to settle this amicably.

​I am ready to accept a 40% settlement of my total winnings (1 BTC) to close this case immediately and stop all further legal proceedings or complaints to the Cyber Cell.

​This is my final offer for a compromise. If the casino is genuine about resolving this, they should accept this 40% offer. If not, it will prove they have no intention of paying, and I will proceed with my formal legal actions on tuesday without any further delay.

​Please convey this to the casino and let me know their stance.

Hi Peter,

​I am waiting for your signal now. Please let me know if there is any possibility of a settlement (even the 40% offer I made) or if I should go ahead and file the case with the Cyber Cell.

​I don't want to waste any more time on the casino's excuses. Please give me a clear direction today so I can take my final step.

Hello mohammedsahil4842,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, I see that Peter is out of office. While I understand this, please note that the casino is already using long delay tactics. I have already presented a 40% settlement offer to resolve this quickly.

​I expect Peter to present this offer to the casino immediately upon his return. I am giving this case a few more days only because Peter is away, but if there is no progress as soon as he is back, I will proceed with my Cyber Cell complaint without further notice

Dear mohammedsahil4842, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hi Peter, thank you for the update. I'm glad to hear you're back and in contact with the casino. I hope they accept my 40% settlement offer so we can resolve this matter immediately. Waiting for your next update

Hi Peter,

​The timer has expired, and I have still not received a 'YES' or 'NO' regarding my 40% settlement offer. I have been extremely patient, but the casino's silence confirms they are not acting in good faith regarding my 1 BTC win from January 21st.

​This is my absolute final message here. If I do not receive a confirmed settlement agreement by the end of today, I will consider this mediation failed. Tomorrow morning, I will officially file my Cyber Cell complaint and provide them with all the evidence of fraud, including the casino's fake claims about the January 10th email and their refusal to settle.

​Peter, please mark this case as 'Unresolved' if they don't respond today so their safety index can be adjusted accordingly.

Dear mohammedsahil4842, I want to assure you that I am still in communication with the casino representative regarding your case. However, I am concerned that we may not receive a response within the timeline you specified. You are welcome to pursue any complaints outside of our service at your discretion; nonetheless, we will persist with our mediation efforts until we obtain a thorough explanation or arrive at a satisfactory resolution. Thank you for your understanding and patience during this process!

Hello!

We would like to inform you that we have previously reviewed your request and confirmed that the amount of winnings is 25 coins. We have been in touch with you several times via email, but we have not received a response and a clear confirmation of winning 1 BTC.

Best regards,

The 1win Team.

Hi Peter,

​The casino's response is absolutely ridiculous and a clear attempt to defraud me. They are now mentioning '25 coins' to distract from the actual 1 BTC win from January 21st.

​I have already provided the screenshot of the 1 BTC win on this thread. If it was only '25 coins,' why would they block my account and ignore me for months?

​Their claim about emails is a lie. I have checked my inbox and spam repeatedly; there is no such email from them regarding a 1 BTC verification.

​Since they are clearly denying the evidence and lying about the win amount, I am done negotiating. I am proceeding with my Cyber Cell complaint today. Peter, please request them to post the '25 coins' game history versus the 1 BTC win history right here. The truth will be clear.

Hi Peter,

​I have already posted my response to the casino's ridiculous '25 coins' claim. I want to request you to please keep this case open and active.

​The casino is clearly lying to avoid paying my 1 BTC win, and I want the truth to come out on this public platform. While I proceed with my Cyber Cell complaint this week, I want you to continue the mediation and hold them accountable for their fake claims.

​Please don't close the case until we have a final resolution or they provide concrete proof of their claims

Dear 1win Casino representative, would it be possible to resend the requested clarification of the winnings to the player's email? Thank you in advance for your cooperation!

Dear Peter,

We are currently reviewing and clarifying the situation, as previous information may have been inconsistent. We kindly ask for additional time to complete the verification. Once confirmed, the relevant details will be forwarded to the player’s email as requested.

Thank you for your understanding.

Hello!

Following an internal review, we have confirmed that the player won 25 coins on 10/01 and 21/01.

We kindly ask for a little more time to gather and verify all relevant details regarding this case.

Hi Peter,

​The casino is clearly wasting everyone's time now. Their latest response proves they are lying, as they are now calling their own '25 coins' claim 'inconsistent' just to get more time.

​I won 1 BTC on January 21st, and immediately after that, they blocked my account ID and even called me to intimidate me. It has been 3 months, and they still haven't provided any proof.

​If they claim to have sent any emails, I request them to resend those emails to me immediately or post the proof of those emails here. Peter, please do not give them any more extensions. I am still open to a fair settlement, but I cannot wait forever while they continue these delay tactics

Hello!

At the moment, we’re still clarifying a few points regarding your request, so we need some additional time for a complete review.

We appreciate your patience and will get back to you as soon as we have a final update.

Hello!

Our specialists are still reviewing your request, and the verification is ongoing as we work to gather all required information.

We appreciate your patience during this process. As soon as the review is finished or there is progress, we will get back to you with an update right away.

Hi Peter,

​I am writing to update you that I have still NOT received any email or clarification from 1win Casino, despite their promises. It has been over 3 months since my 1 BTC win on January 21st, and they have done nothing but waste everyone's time with generic responses.

​I want to make it very clear to the casino and the team: I am NOT going to back down. I have the digital proof of my win, and their constant stalling only confirms they are trying to hide the truth. They are dragging this case without providing any evidence because no such evidence exists.

Furthermore, I want to bring to your notice that the casino has been using intimidating tactics and behaving very poorly with me. They try to scare players and treat them unfairly when they win big. They are dragging this case without providing any evidence because no such evidence exists.

​I request you to take strict action now. Their 'additional time' is over. I am still open to a fair settlement to close this, but I will not be silenced by these delay tactics. I will keep fighting for my rightful winnings until this is resolved

Hello mohammedsahil4842,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello!

We’re sorry for the delay and understand that waiting for an update can be frustrating. At the moment, we still haven’t received all the information requested. As soon as we have the necessary details and the analysis is finalized, we will immediately update you.

We appreciate your patience while this is being processed and remain focused on resolving it as quickly as possible.

Hi Peter,

​The casino is repeating the same excuse every time. It has been over 3 months, and they already admitted their data was 'inconsistent'. They are clearly just wasting time instead of providing a final statement or a fair settlement. I request you to please set a strict deadline now

Hello!

We apologize for the delay and understand how frustrating it can be to wait for an update. Currently, we are still awaiting some of the requested information. Once we have all the necessary details and complete our analysis, we will update you immediately.

Thank you for your patience during this process. We are committed to resolving this as quickly as possible.

Dear Peter,

The relevant information has been sent to your email. Please check it at your convenience.

Thank you for providing me with the information 1win Casino representative. Has there been any development with the information that the player needed to provide for the purposes of the investigation? Thank you in advance for your clarification!