1win Casino

Case summary

The player from Spain filed a complaint against 1Win for the unjustified closure of his account and the confiscation of 1,714.71 USDT pending withdrawal. Despite completing all required identity verifications, he received generic responses regarding the account closure without explanation, leading him to believe that his funds were being withheld without justification. He confirmed that he had completed the full KYC process, used no bonus, and accumulated the disputed balance through live roulette and sports betting. The casino allegedly cited clause 12.8 but provided no evidence or further explanation. We were unable to handle this complaint directly because it involved sports betting, so it was redirected to specialized complaint services.

Discussion

Public

viajepuravida

Bronze

Spain

Public

2 weeks ago

Original

Translation

I want to file a complaint against 1Win for the unjustified closure of my account and the confiscation of 1,714.71 USDT that I had pending withdrawal.

I registered with this betting site and was playing normally, both on sports betting and casino games. After about a week or ten days, they started limiting my gaming until they prevented me from betting on either sports or casino games.

Since I could no longer continue playing, I requested a withdrawal of the 1,714.71 USDT remaining in my account. During the process, I was required to verify my identity, including a live video verification, which I successfully completed. I even received an email confirming that my verification had been approved and that everything was in order.

However, I never received the money. Instead, they sent me an email informing me that my account was being permanently closed for an alleged breach of their terms and conditions, without specifying which rule I had violated or providing any evidence. I want to make it clear that I have not committed any wrongdoing nor have I violated their rules.

Since then, I have contacted them repeatedly, both by email and through their support chat, demanding explanations about my 1,714.71 USDT. Their response has always been the same: generic, virtually identical emails that simply repeat that my account has been closed, deliberately ignoring all my questions about the withdrawal.

After so many attempts to get a response, it's clear to me that 1Win has no intention of paying me. They've closed my account, cut off my access to my funds, and systematically refuse to provide any explanation about the money. To me, this is an unjustified confiscation of my balance and outright theft.

I don't care at all if they want to close my account and prevent me from playing again. What I won't accept is them keeping 1,714.71 USDT that are mine. It's completely unacceptable that, after passing all the required verifications, including a live verification approved by them, they decide to close my account right when I request a withdrawal.

Furthermore, since my access has been blocked, I cannot even check my user number or the status of the withdrawal.

I request the intervention of Casino Guru so that 1Win answers for this confiscation, justifies with evidence the alleged breach it attributes to me and, above all, fully returns the 1,714.71 USDT that it owes me.

I'm not asking for my account to be reopened or for me to be allowed to continue playing. I'm reporting that a betting company has withheld my money, closed my account without any concrete justification, and is avoiding responding to my complaints with repetitive messages that resolve absolutely nothing.

I can provide the emails received, the confirmation of the approved verification, and the communications maintained with your customer service.

I hope Casino Guru will intervene and help me recover my money. After everything that's happened, I'm convinced that 1Win intends to keep my 1,714.71 USDT and not pay me, using the closure of my account as an excuse.

Quiero presentar una reclamación contra 1Win por el cierre injustificado de mi cuenta y la confiscación de 1.714,71 USDT que tenía pendientes de retirada.

Me registré en esta casa de apuestas y estuve jugando con normalidad tanto a apuestas deportivas como a casino. Después de aproximadamente una semana o diez días, comenzaron a limitarme el juego hasta impedirme seguir apostando, tanto en deportes como en casino.

Como ya no podía seguir jugando, solicité la retirada de los 1.714,71 USDT que me quedaban en la cuenta. Durante el proceso me exigieron una verificación de identidad, incluida una verificación en vídeo en directo, que superé correctamente. Incluso recibí un correo electrónico confirmando que mi verificación había sido aprobada y que todo estaba en orden.

Sin embargo, nunca recibí el dinero. En su lugar, me enviaron un correo comunicándome el cierre definitivo de mi cuenta por un supuesto incumplimiento de sus términos y condiciones, sin especificar qué norma había infringido ni aportar ninguna prueba. Quiero dejar claro que no he cometido ninguna irregularidad ni he incumplido sus normas.

Desde entonces he contactado con ellos repetidamente, tanto por correo electrónico como por el chat de soporte, exigiendo explicaciones sobre mis 1.714,71 USDT. Su respuesta ha sido siempre la misma: correos genéricos, prácticamente idénticos, que se limitan a repetir que mi cuenta ha sido cerrada, ignorando deliberadamente todas mis preguntas sobre la retirada.

Después de tantos intentos de obtener una respuesta, considero evidente que 1Win no tiene intención de pagarme. Han cerrado mi cuenta, me han dejado sin acceso a mis fondos y se niegan sistemáticamente a dar cualquier explicación sobre el dinero. Para mí, esto es una confiscación injustificada de mi saldo y un auténtico robo.

Me da exactamente igual que quieran cerrar mi cuenta y que no me permitan volver a jugar. Lo que no voy a aceptar es que se queden con 1.714,71 USDT que son míos. Es completamente inadmisible que, después de superar todas las verificaciones exigidas, incluida una verificación en directo aprobada por ellos mismos, decidan cerrar mi cuenta justo cuando solicito retirar mi dinero.

Además, al haberme bloqueado el acceso, ni siquiera puedo consultar mi número de usuario ni comprobar el estado de la retirada.

Solicito la intervención de Casino Guru para que 1Win responda por esta confiscación, justifique con pruebas el supuesto incumplimiento que me atribuye y, sobre todo, me devuelva íntegramente los 1.714,71 USDT que me debe.

No estoy pidiendo que reabran mi cuenta ni que me permitan seguir jugando. Estoy denunciando que una casa de apuestas ha retenido mi dinero, ha cerrado mi cuenta sin justificación concreta y está evitando responder a mis reclamaciones mediante mensajes repetitivos que no solucionan absolutamente nada.

Puedo aportar los correos electrónicos recibidos, la confirmación de la verificación aprobada y las comunicaciones mantenidas con su servicio de atención al cliente.

Espero que Casino Guru intervenga y me ayude a recuperar mi dinero. Después de todo lo ocurrido, estoy convencido de que 1Win pretende quedarse con mis 1.714,71 USDT y no pagarme, aprovechando el cierre de mi cuenta como excusa.

Automatic translation:

Public

Karla

Casino Analyst & Complaint Specialist

Public

2 weeks 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.

Public

Karla

Casino Analyst & Complaint Specialist

Public

2 weeks ago

Dear viajepuravida,

Thank you very much for submitting your complaint. I’m sorry to hear about the closure of your account and the confiscation of your balance.

To better understand your case, could you please clarify the following:

Did you successfully complete the full KYC verification process, including the live video verification?
Did you use any bonuses or promotional offers while accumulating the disputed 1,714.71 USDT?
What casino games did you play, and was any part of the disputed balance accumulated through sports betting?
Did 1Win identify any specific Terms and Conditions clause that you allegedly violated?
Did the casino provide any evidence or further explanation supporting the account closure and confiscation of your balance?

Please also forward the relevant communication with 1Win to karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla M.

Public

viajepuravida

Bronze

Spain

Public

2 weeks ago

Original

Translation

Did you successfully complete the entire KYC verification process, including live video verification?

Yeah

Did you use any bonus or promotional offer while accumulating the disputed 1,714.71 USDT?

Which casino games did you play, and was any part of the disputed balance accumulated through sports betting?

I played live roulette at the casino and also placed sports bets, both things

Did 1Win identify any specific clause in the Terms and Conditions that you allegedly violated?

They told me by email that I had breached clause 12.8

Did the casino provide any additional evidence or explanation justifying the account closure and the confiscation of the balance?

Nothing, zero

I have already forwarded all the emails

Automatic translation:

Public

viajepuravida

Bronze

Spain

Public

2 weeks ago

Original

Translation

file

Screenshot of the chat where they confirm that I am being robbed

Automatic translation:

Public

Karla

Casino Analyst & Complaint Specialist

Public

1 week ago

Dear viajepuravida,

Thank you for reaching out to Casino.Guru. I understand how frustrating it can be to encounter an issue with sports betting. While we don’t have the expertise or resources to handle these types of complaints directly, I want to make sure you have the right support to move forward.

Here are some specialized websites that may be able to assist you:

I hope these resources help you resolve the issue efficiently. Thank you for understanding the limits of our support in this area.

Best regards,

Karla Mayfly

1win Casino - Player’s account is closed and winnings confiscated.

Other

Amount: 1,714 USD₮

Case summary