1win Casino - Player's account is blocked and withdrawal is delayed.

Hi so I made a withdrawal with the casino on 7th of March via 1win agent, the agent told me that the withdrawal was processed but I needed to get him the code to complete the withdrawal, well that's what normally happens, that's what we normally do. So normally I login and get the code, but this time I found that I was logged out and could not even login.

I got an email that my account is blocked, my attempts to reach out to them via email have been very unsuccessful,they never respond. All I want is the withdrawal code, to get my funds, seems they just block accounts when they feel like it. Mind you my account had just been verified few hours before that incident.

Kindly assist get the withdrawal code, they say I should reach out via email but they don't respond to that email.

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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.

• Is your player's account accessible to you?
• Is your account verified?
• Have you made successful payouts from the casino using the same payment method?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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

First of all I can't access the account,

The account had just been verified

Yes I have made successful withdrawals before with that method

I didn't achieve the balance with bonus, I deposited real money to the account

In terms of communication, they don't respond to my emails, I only have the email where they say my account was verified which I will attach

Thanks for the clarification.

• Were you informed about why your account was blocked since your last post?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Looking forward to your reply.

1. They sent an email saying I had violated some rights, didn't specify which one

2. For that amount most of it I had played Casino, just a small portion I played sports

Dear Lydia20,

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

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello!

Your account has been reviewed in line with our internal procedures. Based on the results of this review, a breach of the platform’s terms was identified, which resulted in the account being blocked. In such cases, withdrawals are not available.

We kindly ask the Casino Guru team for a little more time while we finalize the collection of all relevant details and supporting information. Thank you for your patience and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Romi,

We have sent you an email with information relevant to this complaint. Please review it at your convenience.

Thank you for your patience and understanding.

Thank you, 1win Casino, for the information.

Dear user,

Unfortunately, we have to reject this complaint as it is a sports betting issue, and we are unable to investigate such a matter due to the fact that we don't deal with sports here.

Thank you for your understanding.

Best regards,

Romi