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

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.

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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

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.

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

We’ve reopened this complaint at the request of ewerton22. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

Could you please address my previous message?

Thank you in advance for your reply.

Atila, good evening!

In response to your questions:

Could you let me know which games you focused on: slot machines, live casino, sports betting, etc.?

Soccer

Did you complete the verification process before losing access to your account?

Yes, I completed the verification

Did you accumulate your winnings with or without an active bonus?

I think there was a bonus involved, but I contributed R$1,000.00 of my own money, and that’s what I used to build my bankroll.

Sincerely

[Redacted]

Thank you for your reply. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.