1win Casino - Player’s account is closed without reason.

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• 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 to support your complaint? 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

I have sent mail please check

Message from the player:

• I was just joined the game in 1 week 

Learn about youtube and i tried the game 

•when i open the game after 30 minutes of applying for withdrawal the pop up shows game account has blocked

• i played dice,and wheel of fortune,keno

• I didn’t got any bonus just deposited 8000 and after playing made 7500 deposit 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello gc5xrtsh5,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 1win Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account blocked? Thank you in advance for providing us with your view of the issue.

Hello! 

We sincerely regret the inconvenience caused. The game account has been restored and is working in normal mode. 

Regards, 1Win team.

Thank you casino guru team and 1win for helping me to restore my account. Now i got my account back.

thanks all

Dear casino representative,

thank you very much for your response.

Dear gc5xrtsh5,

I am happy to hear things are moving in the right direction. Can you please confirm, whether you have received your withdrawal? The complaint will remain opened until you do so.

In case you have, do you want to make any other withdrawals (in case there is any money left in your account), or do you consider this matter closed?

Yes sir

my withdrawal are getting confirmed and credited to bank account and also i can open my game account now and play peacefully

thanks for casino guru team and 1win

the issue is resolved now and hope this wont happen in future

Dear gc5xrtsh5,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at 1win Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru