The player from Brazil had made a withdrawal from the 1win platform after completing all verifications, but the funds were not credited, and his account was subsequently blocked. He had emailed for clarification regarding the blockage and the missing money but had not received a response. The Complaints Team reached out to gather more information to investigate the issue but did not receive any reply from the player despite reminders. Consequently, the complaint was closed due to the lack of communication, with the option for the player to reopen it in the future if desired.
1win Casino - Player’s account is blocked and withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: 3,160 R$
1win Casino
Safety Index 8.4 HighCase summary
Discussion
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2 months ago
Translation
good afternoon, i made a withdrawal on the 1win platform and after all the verifications up to the email verification, the money was not credited to my account and the account was blocked .
i sent an email asking the reason for the blockage and the fact that my money was not credited and i got no reply.
i would like your help.
Automatic translation:
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2 months 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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2 months ago
Dear Player,
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.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active 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,
Attila
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2 months ago
Dear ewerton22,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
