1win Casino - Player’s account is blocked and funds are confiscated.

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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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

• I only play live casino and RNG blackjack on my account.
• I only use my own Wi-Fi and never share my network with anyone.
• I never use any VPN and never use any software to alter my real location while accessing the casino website.

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello!

Thank you for reaching out and sharing your concerns with us.

We understand the frustration caused by the blocking of your account and the withholding of your funds. Please be assured that we are currently investigating your case and will provide you with an update as soon as possible.

Your account details and the circumstances surrounding your situation have been noted. We take these matters seriously and will work diligently to resolve this issue.

Thank you for your patience. If you have any further questions in the meantime, please feel free to reach out.

Thank you for the update.

We understand that the case is currently under investigation. We will await your findings and further update regarding the reason for the account blockage and the withheld funds.

Thank you for your cooperation.

Dear 1win Support Team & Casino Guru,

I am writing to request your assistance regarding a withdrawal issue linked to my recently closed account.

I want to clarify that my funds were not confiscated when the account was closed, but a technicality has left my funds stuck.

Before the closure, I initiated two withdrawal requests:

$286 via Cryptocurrency

$500 via a Local Agent

I am pleased to note that both withdrawals were successfully approved. I received the $286 crypto withdrawal immediately without any issues.

However, to complete the $500 Local Agent withdrawal, I needed to provide a 6-digit secret code to the agent, which is only accessible from the transaction details within the 1win account. When I attempted to log in to retrieve this code, I found that my account had been closed.

Consequently, I was unable to provide the required code to the agent. Because the transaction could not be completed from the agent's end, the $500 was reversed and credited back to my account two days later—an account that is currently closed.

Since the funds were rightfully approved and have now bounced back to the closed account, I kindly request you to manually review my transaction history. Please let me know how I can securely withdraw or receive this remaining $500.

I look forward to your prompt assistance.

Sincerely,

Ripon Sardar

Hello, Barbora, we have sent you an email regarding this complaint. 

Dear 1win Team,

Thank you for your response. I’ve sent you an email with some follow-up questions regarding the information you provided. I’ll await your reply there.

1win Support Team & Casino Guru,

How many days they take to send the update?

Dear Barbora,

We’ve sent you an email regarding this complaint.

Please check your inbox at your convenience.

Hello ripon13devils,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1win Team,

I’ve replied to your email with a few follow-up questions regarding the information provided. I’ll await your response there.