1win Casino - Player’s funds have been confiscated.

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Hello,

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

Hello Attila,

Thank you for taking my case. Here are the answers to your questions:

1. I focused mainly on Slots and Sports Betting

2. Yes, my account was fully verified and I passed the KYC verification before they restricted my account/confiscated my funds.

3. I accumulated my winnings without an active bonus

Additional Update:

The casino replied to my Trustpilot review stating that they applied restrictions under Section 12.8, and that the decision is final. I strongly deny any violations. They are using this generic clause to avoid paying me. I have also attached the screenshot of their response on Trustpilot as proof.

Best regards.

Hello 348803569,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Have you contacted the casino customer support via email to ask about the reason why your account was blocked? If so, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

Yes, I have contacted 1win customer support regarding the unfair block and confiscation of my funds. They did not provide any specific technical reasons, only referencing Section 12.8 as seen in their Trustpilot reply.

I have attached the screenshots of my communication with their customer support here to assist with the investigation.

Best re

gards.

Thank you for your response and for providing the communication with the casino.

I would like to clarify a few additional points.

• Is there any chance that you have ever created more than one account at 1win?
• Does anyone else in your household, or anyone using the same internet connection (IP address), have or has had an account at 1win?
• Have you ever used a VPN, proxy service, or any other IP-masking software while accessing the casino?
• Additionally, could you please advise which slots have you played with?

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your reply. Here are my answers to clarify these points:

1. No, I have never created more than one account at 1win. This is my only account.

2. No, nobody else in my household or on my internet connection has ever had an account with 1win.

3. No, I have never used a VPN, proxy, or any IP-masking software to access the casino.

4. I played on slots, specifically the game "Crossfire Chicken".

I strictly followed all rules, and there is no legitimate reason for my funds to be confiscated. Thank you for your continued help.

Best regards.

Hello 348803569,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Jana (jana.k@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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear 348803569,

I sincerely empathize with your situation regarding the blocking of your account. Please rest assured that I will reach out to the casino promptly in an effort to resolve this issue as quickly as possible. Additionally, I would like to invite a representative from 1win Casino to join this discussion to facilitate the resolution of your complaint.

Dear 1win Casino,

Could you kindly explain the reason behind the blocking of the player’s account? We would greatly appreciate it if you could provide any relevant evidence regarding this matter. You may include your statement and any supporting documentation here, or feel free to send it directly to my email address at jana.k@casino.guru.

Thank you in advance for your assistance in this matter.

Kind regards,

Jana

Hello! Thank you for contacting us. We understand your situation and want to assure you that our team is currently looking into your request. We will contact you as soon as we have any updates. Thank you for your patience!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

At the moment, our specialists are reviewing the status of the account and the reason for the restriction. Unfortunately, while the investigation is still ongoing, we are unable to provide any further details. Once the review has been completed, we will contact you by email with an update regarding the outcome.

We apologize for any inconvenience caused and appreciate your patience while the review is in progress.

Dear Jana,

We have sent you an email with information related to this complaint.

Please review it at your convenience.

Hello 348803569,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1win Casino,

Thank you for your recent email. After careful consideration of the evidence you provided, I must express my concern that it does not sufficiently demonstrate any fraudulent activity on the player's part. I kindly request that you proceed with the withdrawal for the player, as there appears to be no significant fraud involved. Your continued support and cooperation in addressing this matter are greatly appreciated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jana,

We have sent you an email with additional information related to this thread.

Please review it at your convenience.

Hello 348803569,

I hope this message finds you in good spirits. After a thorough review of the evidence provided by the casino, I regret to inform you that I must reject your complaint, as the evidence indicates a breach of the casino's terms and conditions. Please know that if you experience any issues in the future, we are here to assist you and address any concerns you may have.

Best regards,

Jana

We have reopened this complaint at the request of 348803569. Our aim is to provide this case with another opportunity for resolution, ensuring both parties can reach a satisfactory conclusion.

Hello Jana,

Thank you for reopening my case and giving me the opportunity to prove my innocence. 

As I mentioned, I have strictly followed all the rules. To clear any doubts regarding my deposit method, I am attaching the official receipt of my "1win cash" transaction to this message. This proves that I am the rightful owner of the funds and that the transaction is 100% legitimate. 

I kindly ask you to review this document and confront the casino with it, as my account balance (2,328 MAD) was confiscated without any valid reason.

Best regards.

Hello,

Thank you for contacting us and for sending the official "1win cash" transaction receipt.

Your case regarding the balance of 2,328 MAD is currently being reviewed by our team, and the document you provided has been added to it. As soon as there is a result, we’ll let you know right away.

Thank you for your patience.

Hello!

Our support team will reach out to you today to confirm your payment details and process the refund. Reinstating the account isn’t possible in this case, but the refund itself will be handled in full through the standard procedure.

Once the details are confirmed, the team will walk you through the next steps.

Hello Jana, I am happy to inform you that I have successfully received my full refund into my wallet. Thank you so much and thank you to the Casino Guru team for your amazing support and for helping me resolve this issue!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 348803569,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana