Onlywin Casino - Player's account has been blocked.

Dear CasinoGuru Team,

I am reporting a serious issue with OnlyWin Casino regarding the blocking of my account. Here are the key points:

I played blackjack "by the book" for a month, doubling only when losing, respecting all provider limits. The game shuffles cards after each hand, making cheating impossible. I never used scripts or bonuses. Some days I lost large amounts, including $20,000 in a single day.

My account was initially blocked on October 3 for an alleged third-party deposit. After providing bank proof, it was reopened.

I successfully withdrew ~$10,000 over 4 days. Withdrawals were then blocked, citing a provider investigation.

Later, the casino accused me of using a prohibited strategy and exceeding T&C limits. I never received any warnings or alerts.

The casino gave contradictory information: with my registered email, they claim it’s the player’s responsibility to respect limits; with an unregistered email, they claim the site prevents exceeding limits.

I used responsible gaming tools, and the casino explicitly told me to continue playing "as usual," indicating their approval.

Summary:

The casino’s actions are vague, inconsistent, and penalize players for legitimate play. I have full proof of my activity, communications, and transactions.

I request your guidance and support to resolve this matter.

Best regards,

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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.

Could you please forward me the email from the casino about using a prohibited strategy and exceeding T&C limits? My email address is [email protected].

Have you activated any bonuses during your most recent gameplay? If so, have you made sure not to exceed the maximum betting limits while your bonus was active?

What was the real-money balance in your account when the casino blocked you?

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

Dear Veronika,

Thank you for your reply.

I will forward you the emails I received from the casino — the first one accusing me of using a prohibited strategy, and the second one stating that I exceeded the betting limits.

I would also like to clarify that I never accepted or played with any bonuses — I have only ever played with my real money balance.

I'm not sure when Onlywin added betting limits that apply even without an active bonus. However, when I contacted them after my account was closed, I was told that it’s the player’s responsibility not to exceed those limits and that the issue was entirely my fault.

I also contacted them using a different email address, and in that case, they replied that even if I tried to exceed the limits, the system wouldn't let me — which clearly wasn't true in my case.

To make things worse, on October 3rd, the casino told me to continue playing as usual, without mentioning any strategy concerns or betting limits at that time.

This shows that the casino does not protect players — on the contrary, in my case, they let me fall into a trap.

Thank you for your support, and I look forward to your response.

the exact balance is : 38225.75 CAD

I have sent you the two emails.

Thank you very much, Rorox36, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Onlywin Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Pavel and Rorox36!

Thank you for your patience!

We have sent the necessary evidence to the email address provided.

If any additional information is needed, please don’t hesitate to let us know.

Best regards,

OnlyWin Team 

Thank you for Helping Pavel, if you need any information let me know.

i really hope i can see my money again.

Hello Rorox36,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel 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 Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We need to extend the timer since we are still discussing the issue with the casino.

Hello Rorox36,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel 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 Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, is it possible to have any update please, i thought Pavel was back to work last week.

Can someone contact me on the situation?

Hi, Rorox36, I am sorry for the delay of my reply, I had a sudden wave of other responsibilities getting in the way. Also, I have been communicating with the casino, and it also took some time.

So, the situation is as follows: casino has provided us an explanation where it stated two reasons for confiscating your funds: inability to pass the verification and using betting patterns. Now I will explain these reasons and our stance in more detail.

1. The first accusation is that you have used other person's payment methods for depositing into the casino. Unfortunately, the casino had provided sufficient evidence that proved the accusation. On the basis of we will reject your complaint.
2. The second accusation is that you have used Martingale betting strategy. We do not consider playing Martingale to be any king of unfair betting pattern, therefore, it is not a valid reason for confiscating the funds. If the first accusation would not be provided, we would have asked the casino to pay you the disputed amount in full. However, here, one more problem arose: the casino had a Fair and Safe Badge, and for such casinos it is unacceptable to justify funds' confiscation with betting patterns that do not provide the player with any advantage. Therefore, the decision has been made to remove the Badge from the casino.

Please, let me know if you have any questions.

Hello Pavel,

I disagree with the Casino — they’re simply trying to avoid paying. To begin with, yes, they initially accused me of depositing from a third-party account and blocked my account on October 4. I sent them all the documents they requested, explaining that I had to wait for the bank. I provided my bank statement, proof that the account belongs to me (since it’s a business account), and evidence of the deposit.

So, regarding the first accusation, it’s not valid — even they acknowledged this by unblocking my account and apologizing. How could they block and then unblock my account if I hadn’t proven everything? I provided all the required documents, and now they’re just trying to rely on that same first accusation, for which they already apologized and even re-credited my winnings. Here is the proof.

Now they’re simply accusing me of using a Martingale strategy — that’s all.

Here is the evidence.

you can see that at 5:03 of october 3rd they close it and then after a review at 7:45 they opened my account, gave me back my money and they let me withdraw 10.000$

so please if you can check the evidence, i don’t understand why they are talking about third party since they already checked everything.

let me know if you need more informations thank you!

Sorry it was October 3rd not 4.

Even they know they’ve accepted my documents, that’s why in the chat they never talk about third party.

they may have transfer you all the decisions from them, but the first accusation is a misunderstanding and they know this !

i even suggest them to cal’ the bank, and that’s why they gave me back my money that day !

for now i’m just accused of the strategy

Please if you can check again, i can send you proof of ownership by email ( Onlywin acepted this as a proof ), they closed and opened and apologieed, plus they let me withdraw from October 3rd to october 7th when they claimed i’ve used a strategy, it doesn’t make sense.

If i didn’t send them proofs, how do they explain the opening, apologies, and refund of all my momey at that time ?

One last thing, i’ve made only 2 deposits on my account and it was Septembre 3rd, and that’s what they’ve checked, they can’t even say i did another one after the verification.

All right, please, send me all documents you have submitted to the casino for the verification and I will take a look. My e-mail is [email protected].

Hello Pavel, i’ve sent you two emails with the documents , i can also send you a third email with the exchange between me and Onlywin on October 3rd, clearly saying that yes they alleged a third party deposit but then saw their mistake, approved everything and opened my account.

therefore the claim is an old one, dealt with and can’t be justified.

4 days later, and 4 withdrawals after reopening my account, this is why the Casino closed my account, and therefore the only reason is Strategy wich is Martingale.

We are awaiting for the casino's explanation now, as we have reached out to their representative. Therefore, I need to extend the timer for 7 more days.

Hi Pavel,

It’s been more than two weeks, could you please update me on the progress of the discussions with the casino?

the accusations regarding the third-party deposit have been proven to be unfounded, KYC and account was completely verified with the deposits. I understand that sometimes these things take time, but I feel that given the circumstances, the delay is becoming unreasonable.

Given this, and since you have already stated that the Martingale strategy is not considered an unfair advantage and should not justify confiscation.

I would like to kindly ask if it is possible to request that the casino return my funds, as would normally be expected in such cases.

thank you.

Hello, the casino has given us information that after you using the company's account for depositing, such payment method was blocked, and the account was reopened. Then, it was closed again with the reason being prohibited betting strategies. Since we know that it was martingale, I will ask the casino to return the full amount to you.

Hello Pavel,

Thank you very much for your update.

I appreciate your clarification and

relieved to hear that you will request the casino to return the full amount to me.

I am confident that Onlywin will cooperate with CasinoGuru’s request and resolve this matter. I fully accept that my account can remain permanently closed.

However, I kindly request that my remaining balance be paid out to me through Interac, which is the same payment method I originally used for my deposits.

thank you.

Dear Onlywin Casino, I have reached out to you once more on Teams since I have not received any comment regarding this complaint.

Hi Pavel & Rorox36!

Thank you so much for your patience.

We have already shared the documentation related to this complaint earlier. I also received your message in Teams and have passed everything along to the team.

We will get back to you with feedback shortly. Apologies for the delay, due to the holidays, responses are taking a bit longer than usual, but please rest assured that this matter has not been forgotten.

Thank you for your understanding!

Best regards,

OnlyWin Team 

It has now been three weeks since Pavel requested that my remaining balance be returned to me.

Even considering the holiday period, this is far too long to return funds that already belong to me. I genuinely do not understand why this process is taking so much time, especially given that Onlywin currently has only one active complaint with CasinoGuru.

I respectfully ask Onlywin to proceed with the payment without any further unnecessary waiting.

Dear Onlywin Casino, please, let us know if there has been any progress!

Dear Rorox36, the casino has stated clearly that they will not pay out the disputed amount. I will need to double-check with my whole team regarding the classification and penalty, but this complaint is most likely to end as unresolved, and due to it, the casino's Safety Index will decrease significantly. I understand that this is not a solution for you, but motivating the casino to reconsider their decision by decreasing the Safety Index is the maximum we can do.

I will come back later (I hope next Tuesday) with the decision and will post it here.

I hope the penalty applied to OnlyWin Casino will be as severe as possible.

Based on my experience and on multiple similar cases, OnlyWin Casino has misled players on several occasions. The pattern appears consistent: smaller amounts may be paid, but larger winnings are regularly confiscated, always justified by arguments that seem designed to avoid payouts .

OnlyWin Casino’s current rating on CasinoGuru does not reflect the reality of their practices at all.  

NO PLAYER SHOULD RISK PLAYING ON THIS CASINO.

I sincerely hope that the decrease in the Safety Index will encourage the casino to reconsider its decision and finally process the legitimate payout.

OnlyWin Casino operates in a way that can reasonably be described as fraudulent, and it is important that this is clearly visible in order to protect other players

Onlywin told me their management team is evaluating the case, i hope they’ll accept to pay and keep a clean record at Casinoguru.

Let me know if you have any news from them Pavel, thank you for your help.

If the representative can confirm the situation, thanks

Hi, I have been in contact with the representative yesterday. They are taking a look at the case indeed, however, since it's holidays, they need some more time, so I am extending the timer. I will let you know as soon as I have an update.

Hi, any update with Onlywin representative?

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.

Hi, Onlywin told me there will be a response, if the representative can confirm

The casino representative told me that she will be back shortly with a response from the casino team.

Dear Pavel and Rorox36!

First of all, thank you for your patience and understanding while our teams reviewed your case.

We fully understand your position. However, as we have mentioned previously, all T&C are clearly and transparently outlined, and every user has the opportunity to review them in detail.

In this particular case, the user violated the rules. While we allowed them to continue playing the remaining balance, this does not change the fact that the strategy they employed later is not permitted under our Terms & Conditions.

We sincerely apologize for the time it took to review this case. After careful consideration, we have made the decision to close this complaint.

Thank you for your understanding!

Wow wow wow first time i’ve seen a Casino risking it high safety index.

first of all, there is not a single mention of martingale in the t&c, secondly i thought you were a safe casino with the good safety index on Casinoguru

This case should be taken as an example when evaluating the Safety Index of the entire group, including the six casinos operating under the same ownership.

During this period, the casino calculated and withheld $38,225, clearly showing that they made a conscious decision that keeping these funds was worth more than complying with your warning or protecting players. This was not a mistake or a misunderstanding, but a deliberate choice.

In my opinion, this demonstrates that the current warning is not strong enough to prevent this behavior and does not adequately reflect the real risk for players across the whole group.

I believe this should be seriously considered when assessing the Safety Index of all associated casinos.

I am sad to hear about the casino's decision.

For all interested, the player was firstly accused of providing false documents or documents in another person's name, which the player disproved by providing statements that confirm that the account from which deposits were made is the company's account, of which the player is co-owner. After that the casino had let the player to continue wagering their funds.

Then the account was closed again and the player was accused of using Martingale, which we do not consider as a valid basis for confiscating any funds since it does not provide any player with any advantage over the casino and is a legitimate strategy which is logical and intuitive. Moreover, Martingale is not mentioned anywhere in casino's T&Cs, which makes even less sense.

Final note: the casino had Fair and Safe badge granted by us, which meant that we hold them to the highest standard among all other casinos, and also had won Casino Guru Awards for the Most Fair T&Cs, which meant that we put our trust in the fact that any rules would be used unfairly against players. Recently, we have not only found new unfair rules on the casino's website, but also received this complaint which shows casino's indifference to previously made agreement, which brought us to an unfortunate and undesirable conclusion, which is closure of this complaint as unresolved, further decrease of the casino's Safety Index, and the loss of the badge. I hope that these consequences will motivate the casino to reconsider their decision.

Dear Rorox36, I would usually recommend you to lodge a complaint with the regulator, and you can still do so via this e-mail: [email protected]. However, I must warn you that the Curacao Gaming Commission states that they do not accept individual players' complaints, so most probably there will be no response. Just in case you receive one, please, contact me via my e-mail: [email protected].

Best regards,

Pavel K

Casino Guru Team