1win Casino - Player's account is closed, funds are withheld.

I am submitting this complaint against 1win regarding the closure of my account and, most importantly, the approximately $300 worth of TRX that remained in my account when it was blocked.

What happened

I was using my 1win account normally when I was asked to complete their identity verification process.

I attempted to verify my identity through their automated verification system, but my documents were rejected. I tried the verification process several times because I wanted to successfully complete the required KYC procedure.

After these unsuccessful verification attempts, the system eventually displayed a message stating that my verification had been rejected and that I needed to contact support.

I contacted 1win support asking for assistance with the verification process.

Instead of allowing me to complete a manual verification, I was subsequently informed that their security department had blocked my account for allegedly violating clause 12.8 of their Terms and Conditions related to fraudulent activity.

They mentioned examples such as multi-accounting, automated betting software, arbitrage, abuse of loyalty programs, etc., but they did not tell me which specific fraudulent activity I allegedly committed or provide any evidence of such activity.

I have not intentionally committed fraud or attempted to bypass their verification requirements. The problem occurred while I was actively trying to verify my identity.

My remaining balance

At the time my account was blocked, I had approximately $300 worth of TRX in the account.

I contacted 1win several times asking them to review the situation. Eventually, I made it clear that I was no longer even requesting the restoration of my account.

I specifically asked them to return my remaining balance.

I told them that if they wanted to permanently close my account, I would accept that decision, but I wanted my remaining funds returned. I also offered to provide all necessary identification documents and complete a manual KYC procedure in order to verify my identity and ownership of the account.

I asked 1win to explain:

Why my approximately $300 balance is being withheld.

Which specific rule allows them to confiscate or retain these funds.

What exact fraudulent activity I allegedly committed.

How I could complete verification and withdraw my remaining balance.

Despite sending several emails, 1win has stopped responding to me.

What I am requesting

I am not asking Casino Guru to force 1win to reopen my account.

My main request is that 1win allow me to complete any necessary identity verification and return the approximately $300 worth of TRX that remained in my account when it was closed.

If 1win believes that I violated their rules, I would also like them to clearly state what specific action I allegedly committed and explain why that would justify withholding my remaining balance.

I am willing to fully cooperate with the verification process and can provide identification documents, transaction information, emails with 1win support, and any other evidence necessary.

I can also provide screenshots showing my attempts to contact 1win and their previous response regarding the account closure.

I would appreciate Casino Guru's assistance in contacting 1win and helping me recover my remaining funds.

Thank you.

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.
• Which documents did you send to the casino for the KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you very much for reviewing my complaint.

I am happy to answer your questions, and I would also like to clarify an important point regarding the money that remained in my account.

What type of games did I play?

I only played slots. I did not place sports bets or use any type of betting strategy or system.

Did the money come from winnings or a bonus?

No. I would like to clarify that the approximately $300 worth of TRX remaining in my account was not casino winnings.

I deposited my own money into the account and, in fact, I ended up at a loss after playing. In other words, I am not trying to withdraw profits made from the casino. I am simply requesting access to the remaining balance from my own deposited funds.

I also did not use any bonus, promotion, or loyalty program. I played exclusively with money that I personally deposited.

What documents did I submit for KYC verification?

During the verification process, I submitted my ID card and completed the requested facial/selfie verification.

The problem started during this verification process. The automated system rejected my verification after several attempts, and afterward 1win blocked my account, claiming that I had violated clause 12.8 related to fraudulent activity.

I am completely willing to complete the KYC process again manually and provide my ID card, selfie, or any other documentation necessary to prove my identity and ownership of the account.

If necessary, I can also provide evidence of the transactions showing that I personally deposited the funds into 1win.

My main request remains the return of the approximately $300 worth of TRX that was left in my account. I am not requesting that 1win restore or reopen my account; I simply want to recover the remaining funds.

Thank you very much for your assistance. I am available to provide any additional information or documentation you may require.

Please forward me all the communication between you and the casino’s customer support regarding the verification requests, along with the subsequent message in which the casino informed you of its decision to close your account, at veronika.f@casino.guru.

These can include emails, chat transcripts, or screenshots.

I appreciate your time and cooperation.

Thank you very much for your help. I've already sent all the conversations and screenshots.

Dear cooley12

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, Igor (igor.p@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,

Veronika

Dear cooley12,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the 1win Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello!

Our specialists are currently reviewing the information related to your account, including the possibility of processing your funds. We are clarifying the details to make sure we have a complete picture of the situation.

We will get back to you with an update as soon as we receive the necessary information.

Dear 1win Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Hello, Igor, we have sent you an email with information regarding this complaint 

Dear 1win Casino,

Thank you for the information. To assess whether the account closure and confiscation of the remaining balance were justified, please provide evidence showing which materially different documents were submitted and what specific fraudulent wagering activity occurred. Please also include the relevant balance and transaction records showing how the disputed amount was handled.

Please send it to me privately at igor.p@casino.guru.

Thank you.