1win Casino - Player's funds are being confiscated by a scam.

SCAM

This betting site is a scam. They don’t let me place bets, withdraw money, or do anything at all. They were supposed to send me an email with the verification instructions, but I never received it. I have sent 4 emails over the last 6-7 days and got no reply. I also contacted their live chat 3 or 4 times, but they only tell me to wait and provide no solution. This is unacceptable and clearly fraudulent behavior.

They have around 4k of mine there and they are scamming in order not to pay me

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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.

Have you made any successful withdrawals before?

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

Have you checked your spam or junk email folders for the verification instructions?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Have you made any successful withdrawals before?

No

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

withou

Have you checked your spam or junk email folders for the verification instructions?

yes, they didnt send me anything despite i sent them over 4 emails

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

i already did that. anyway i upload again. there is no communication from their side

Another thing, they restricted me the access to the account, so i cant access now

hi, are you doing something?

i cant access to my account, after 2 weeks they didnt answer any email and i have 4000€ somewhere that i didnt get paid

so please, can you actually do something?

Dear player, have you received any information from the casino regarding the reason your account was restricted?

When you try to log in, do you see any message or pop-up notification?

Do you know whether the restriction is permanent or only until your verification is completed?

Did you mainly play casino games, or were you only placing sports bets?

Could you please confirm whether you're registered with the email address mentioned here, or if there’s a chance you used a different one? It’s possible that the verification email may have been sent to another address.

Dear player, have you received any information from the casino regarding the reason your account was restricted?

No, they didnt answer me at all. In the chat they say nothing aswell, just "wait for an answer" who never arrives.

When you try to log in, do you see any message or pop-up notification?

"incorrect data, try again"

if i try to recover password it says "user does not exist"

i attach you screenshots of this

Do you know whether the restriction is permanent or only until your verification is completed?

i dont know anything. but i cant verify either, they dont send me anything to do it. chat is completely useless and dotn get any email reply

Did you mainly play casino games, or were you only placing sports bets?

Both

Could you please confirm whether you're registered with the email address mentioned here, or if there’s a chance you used a different one? It’s possible that the verification email may have been sent to another address.

of course i didnt mistake with the email adress. no, they didnt send to other adress

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Ok please, lets do something 🙏

Hello AnDe,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I kindly request your clarification concerning the lack of communication from your side regarding the prior verification and the current suspension of the player's casino account. Based on the information we have received from the player, the matter remains unresolved even after quite a considerable amount of time has passed, which does not correspond with the appropriate and effective management of player concerns that we expect from reputable casinos. We eagerly await your clarification.

If there are any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

as you what chat "helps". this is their only response by chat, eventhough i tell them i have emailed to that adress thousand times without any answer

Hello!

We have checked the information regarding your request. Your account is linked to a Gmail address, to which we send our replies. Please check it.

Sincerely, the 1win team.

Hello!

Another Gmail email address is linked to your account. Please contact us using the email address linked to your account. 

Sincerely, the 1win team.

Hello!

We recommend that you verify the accuracy of the data you enter and log in using the email address linked to your account.

Sincerely, the 1win team.

Hello!

The @gmail.com email address has nothing to do with the account.

You can only log in using the email address linked to your account; there's no other way.

Sincerely, the 1win team.

Hello!

Our specialists are clarifying the information regarding your question.

We will be happy to help you solve the problem as soon as we fully understand the situation.

Sincerely, the 1win team.

Hi 1win team, are you kidding me?

What do you really mean by saying "when we fully understand the situation"??

It was not clear enough by all my messages? You didn't read them, or you didn't open the screenshots I have been attaching?

Let's make it clear.

I have pending this 4290€ withdrawal:

My account number is 32******6

Email (confirmed) is su******n@outlook.com

I have been sending you email after email with no answer and chat is totally useless, never help

So please, can you pay my money or what?

Hey casinoguru, why the don't answer or do anything at all?

They are proving how scam this website is, you are seeing it!

Hello!

Experts are still clarifying the information based on the data provided.

Sincerely, the 1win team.

How long it takes that?

I sent to you the 1st email 16th September.. it's already 18th October

I that email you could see all info about account ID, mail adress, etc

You want me to believe that in 32 days you didn't have time enough to check that very simple information and the only reason here in order not to do it it's just because you don't want to pay my withdrawal?

It's crazy

Dear 1win team,

I have sent you an email and am awaiting your response to move on with this case.

Hello!

We've responded to your email.

Thank you for your cooperation.

Sincerely, the 1win team.

Thank you for the additional information, 1win team.

Dear AnDe,

The casino team sent you an email on the 25th of September with certain requirements. Can you please explain why you have not responded to it with the requested information?

this is crazy how are they manipulating you.

this is the email they are reffering you:

and this is my answer, which was right away after receiving that email:

not only i answered right away, but also clarify them that i didnt want to change my email, never asked for it which is the reason they apparently wrote me according to their email. and not only that but also wrote them several times warning and telling them that i already replied with all this requested info.

so as you can see, casinoguru, this 1win website has the situation totally uncontrolled, they are inventing things, i have wrote them thousand times by email, by chat, here also, and from 16th september i have not even one proper answer from their side. just moving in circles saying non-sense things but finally result is the same, they have more than 4000€ that belong to me and aren't willing to pay me.

im so tired, angry and sad of this situation

Dear AnDe,

Thank you for your clarification. I do not recall you providing this information to us previously. Could you please confirm that you are the only individual with access to your 1win account and that no one else has had access? What devices have you utilized to access and play on your account? Additionally, have you requested a change to your registered email address at any point?

hi again

yes sorry, i didnt mention it because i thought that email was an error from their side because i never asked for changing my email, and never got really a email responding to my concerns about where is my withdrawal, how to verify and why i cant access to my account. that was my mistake not to mention it

of course absolutely NO ONE have ever accesed to my account, is only mine. you can ask 1win to ask them from how many devices has the account accesed from. just my cellphone

and i already clarified the email thing. i have never asked for email change, ever.

thanks

1win, why you dont just pay my withdraw and we finish with this mess?

Dear AnDe,

Thank you for confirming. I want to emphasize that it is crucial for you, as well as anyone else seeking our assistance, to provide any relevant information and evidence concerning the issue. This will enable us to properly evaluate the situation and consider the necessary steps towards finding a resolution, if possible.

Dear 1win team,

As it's apparent, the player has submitted the necessary information you requested. At this point, I suggest proceeding with the standard Know Your Customer (KYC) verification, which may include a video verification call, to effectively address the situation concerning the player's account. Once this process is successfully completed, I am confident that there will be no legitimate reasons preventing the disbursement of the player's winnings.

Looking forward to your timely response.

Dear AnDe,

Kindly reply with your responses once more to the email received from the casino team dated September 25th, using your email address su******n@outlook.com. Additionally, please ensure that this email is sent to the address security@1win.social this time and not verification_security@1win.pro

I understand it might seem like an unnecessary requirement, but it is somehow required by the casino team, and I don't think this should pose any difficulties for you.

Also, please add my email, michal.k@casino.guru, in the "Cc" so that I can be sure the casino team has received the email.

Thank you in advance.

Hello!

We're working on a solution. We'll send you information soon.

Sincerely, the 1win team.

hi casinoguru, 1win sent me finally the link for verification.

already did and passed the video verification and everything asked.

i cant access to the account and withdrawal was requested one month ago. it will just simply arrive or how do we do it from here?

thanks

This is crazy 😓🤯🤦‍♂️

I just got this email from them

What are you doing 1win?

Once I have verified, where is my withdrawal?

Dear AnDe,

Thank you for your feedback. I'm glad we finally moved in the right direction with your case, and I have my fingers crossed that you will receive the withdrawal shortly.

I can confirm I received the funds

Finally

Thanks so much casinoguru

Great news, AnDe. I am glad that our involvement played a significant role in resolving the situation, and you have received the funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. 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,

Michal

Casino Guru