The player from Kenya made a withdrawal request on March 7 but found their account blocked shortly after verification. They are unable to log in and have not received any responses to their emails inquiring about the withdrawal code needed to access their funds.
1win Casino - Player's account is blocked and withdrawal is delayed.
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Waiting for Casino Guru to reply
3d 11h 15m 7s
1win Casino
Safety Index:HighCase summary
Discussion
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5 days ago
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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4 days ago
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.
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4 days ago
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
