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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do I understand correctly that your account was successfully verified?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

1. My brother has an account with the casino, and he still uses the account for till date.
2. Yes, maybe account was successfully verified and I even have proof of that.
3. No, I have never participated in any bonus offer on the platform

Thank you very much for your reply, Shariah099. Did you and your brother ever play from the same device at this casino?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

No, we have never shared the same device. But he started using the casino before me.

i just need my funds please

Dear Shariah099,

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, Michal (michal.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,

Kristina

Hello Shariah099,

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

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

Dear 1win Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru for an independent review.

Hello!

Your account has undergone a detailed review in line with our standard internal procedures. Based on the assessment of the available information, a breach of the platform’s terms was identified, and as a result, the account has been restricted.

We kindly ask the Casino Guru team for a little more time while the relevant materials are finalized and documented. We appreciate your understanding.

I never breached any of you guys terms and conditions and I said you guys got it all wrong and got the wrong person. 

As I said so you guys platform as an advertisement on some site, and decided to give it a try just 2 days after that my account was blocked with over 6000 dollars in there, not knowing my brother has been using your platform for over a year and nothing of such has ever happened to him. So maybe that's the case you guys talked about the IP Address stuff since we share same WIFI at home. 

I need my account and funds back please you got the wrong person please.

Hello!

The requested information has been sent to your email address. Please review it at your convenience.

Dear 1win Casino,

Thank you for your email. I have responded back with some additional enquiries to better understand the whole situation. I'm looking forward to your response.

Dear Shariah099,

Could you kindly confirm which devices you have utilized for playing at the casino? Is there anyone else who has access to your devices besides yourself?

You also mentioned that your brother has an account with 1win. Could you please specify what devices he is using? Am I correct in understanding that you both reside together and share the same WiFi connection? Have you placed identical bets and engaged in the same games as your brother?

I use a Samsung S22, and no one has access to the account

He uses a Samsung Fold5

Yes we reside in the same house and use our household wifi for internet connection at home.

We’ve never engage in player same bets. And i’ve never looked to see what games he even do play.

Thank You!

Dear Shariah099,

Thank you for your response. Could you please confirm whether you accessed and played in 1win Casino through their app or via a web browser?

Additionally, would you mind checking this with your brother as well?

we both use web browsers

Dear Shariah099,

Thank you for your response.

Dear 1win Casino,

I look forward to receiving the information and evidence you will provide regarding this matter for our independent review.

They don’t any additional information backing up there claim, and even if they provide it false, cause you can’t tell me I just started using my gaming account for barely 2 days and it got blocked, after verification for that matter.

They know what they after. Over 8 million in there, and they closed the account. It doesn’t even make sense, and then also trying to silence me on social media when I try to report my complaint, they blocked me on all their platform.

That gets to show you the kind of people 1win are. I JUST NEED MY FUNDS PLEASE! Thank You.

Hello!

At the moment, our team is gathering all relevant details related to this complaint to ensure a complete and accurate assessment.

We kindly ask for a little more time while this process is ongoing. Once all necessary data has been collected and verified, we will send you an email.

We appreciate your cooperation and understanding.

Dear 1win Casino,

I look forward to receiving the information and evidence you will provide regarding this matter for our independent review.

Hello!

The information you requested has been sent to your email. Please check it at your convenience.

Thank you for all the information and evidence provided, 1win Casino Team.

Dear Shariah099,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering and reviewing all the necessary information, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with the same device, same payment method, same IP address and strikingly identical betting behaviour. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions, as mentioned in clause 9.7, by the casino team earlier.

You, like any other player, agreed to the casino terms and conditions when you registered your account, and it is your responsibility, like anybody else's, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the relevant body in your country if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru