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My if 101155837 my id unblock please.

Please my withdraw amount process acpt please

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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 kindly specify the reason why your account is blocked? Have you received any emails from the casino regarding the closure of your account? If so, kindly forward them to me at veronika.f@casino.guru.
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play to accumulate your most recent winnings? Were they slots, live casino games, or did you place bets on sports?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Casino Guru Team,

Thank you for your support.

My 1win account ID is 101155837.

Registered email: [email address hidden by Casino Guru]

My account has been blocked for more than 3 months.

I have already completed all required verification from my side, but my account is still blocked and my withdrawal is pending.

Hello narendarsin,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Casino Guru Team,

I would like to kindly follow up on my complaint. My account (ID: 101155837) is still under review by the casino’s security team, and I am fully cooperating with the process.

Please let me know if any additional information or documents are required from my side. I am ready to provide them immediately.

Thank you for your time and support.

Kind regards.

Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Is there any chance that someone from your household or using the same IP also created an account at this casino?

Hello Casino Guru team,

Thank you for the update.

I would like to confirm that my 1win account is still blocked. I have already contacted the 1win security team multiple times via email, but I have not received any resolution yet.

My disputed amount is N$120,000, and I am fully willing to cooperate and provide any required documents or verification if needed.

I kindly request you to continue assisting me with this case and help me get my account unblocked or receive a clear explanation from the casino.

Thank you for your support.

Best regards,

N. S.

Dear narendarsin

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,

Veronika

Dear narendarsin,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

Hello!

Following a thorough review of your account, it has been blocked due to a violation of paragraph 9.7 of our Terms and Conditions. We take all our rules very seriously and encourage our players to do the same. As such, we never make decisions without proper cause. Please be advised that this decision is final, and no further review or reconsideration will be made.

Our specialists are currently gathering all related evidence to ensure a comprehensive statement. This may take a little more time, and we appreciate your patience during this process. We will contact you as soon as everything is ready.

Dear 1win Casino,

thank you for your reply. I kindly ask you to send the all related evidence to jana.k@casino.guru

Hello!

We have sent the requested evidence to the email address you provided. Please review the email at your convenience.

Dear narendarsin,

We regret to inform you that, following a thorough review of the evidence from the casino and a breach of the terms, we must decline your complaint. We understand that this may be disappointing, and we sincerely apologize for not being able to assist you more effectively in this situation, as our goal is always to support players in resolving their concerns.

Please know that you are welcome to reach out to us again should you encounter any issues with this or any other casino in the future. Whether you have a question, a concern, or a new matter that requires attention, our team is here to provide you with the support you need.