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

Hello,

The account was blocked with a balance of R850. I cannot log in or withdraw the funds.

I have contacted 1win support and security@1win.social multiple times without receiving a response.

I have all KYC documents ready: ID, selfie with ID, proof of address, and deposit receipts.

I kindly ask AskGamblers to mediate this case and help us recover the blocked funds.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

I have been a player for more than 3 months and I've been playing casino

My account was blocked 5 days ago

I used my own money to deposit and won 850.i tried to withdraw but withdrawal was pending for more than 48 hours only to realize later when i tried to log in and check,my account was blocked

Thanks for your patience.

Could you please specify which casino games from which game providers you played?

Thanks in advance for your reply.

I played burning coins and 3 China pots but I don't remember it's providers

Dear Jinny2512,

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, Martina (martina.b@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

Dear Jinny2512,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello!

We are reviewing your account and its current status. Our team is checking the details so we can give you an accurate answer.

Once the review is complete, we’ll get back to you with an update.

Hello, Martina, We have sent you an email regarding this matter

Dear 1win Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We have sent you an email regarding this matter.

Please review it at your convenience.

Dear Jinny2512,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and bonus abuse.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.