1win Casino - general discussion (page 51)

Thank you Radka for your help. I'm little worry about that. Security answered me to wait.i will inform you about process

You are welcome. I really understand it; it must be truly confusing. You got such a nice hit, and instead of enjoying the money, this pain comes.

Sure thing, let's stay in touch, because even though there is even a potentially logical explanation, I get it is intense given the whole circumstance.

Dear Radka

I am submitting a complaint against 1win (Curaçao licensed operator) for unfair account blocking and confiscation of funds.

My account (ID: 10291446) was blocked without any valid explanation after I submitted a withdrawal request. My balance, which reached approximately 120,000 AZN, was later reset to 0 AZN without justification.

Timeline:

VIP user from Azerbaijan

Withdrawal of 80 AZN was returned

Balance increased to ~120,000 AZN

Withdrawal request of 400 AZN submitted

Account was blocked shortly after

Balance was later reset to 0 AZN

No rule violation, investigation report, or official explanation has been provided.

I request a full investigation and either restoration of my funds or approval of my legitimate withdrawal.

Evidence can be provided upon request.

Hello, just to clarify, this is a forum where complaints are not submitted. If you aim to complain, kindly follow this guidline 👈 That's a good start.

If I got this correctly, your account remains blocked, and no explanation of contact with the casino was made, is that so, please?

I'm asking because casinos have 14 full days to resolve complications before my colleagues from the complaint team step in.

Hi Radka.

Yes my account was blocked without any reason. After 5 day's my account unblocked with 0 balance. 1win Support answered to me that you had withdrawal all 80k$ dollars at 22th April successfully. But i have a screenshot that i didn't do any transaction from 18th April

Oh, is that what the casino said?

In your previous posts, you mentioned that those were dollars, but the amounts were slightly different.

In any case, if you don't know of anything you did that was against the casino rules, I would vote for the complaint. It looks like we need to clear up and explain some things so we can see the whole picture. Casino has to have something to say about this. After that, the mediator can decide if those claims are fair and follow the rules of the casino. I don't think we can do much here on the forum. Could you please give me the casino's URL? I want to make sure we're talking about the same 1win site:

https://casino.guru/1win-casino-review

Thank you.

Hi Radka,

Thank you for your response.

To clarify, the amounts are not in USD, they are in AZN (Azerbaijani Manat). Any confusion in previous posts was unintentional and caused by the casino’s inconsistent statements.

I confirm that I am not aware of violating any casino rules or terms. The casino has not provided any specific rule reference or evidence explaining why my account was restricted and my balance affected.

The casino’s official website URL is:

👉 https://1wvzhd.life/betting?trid=en1&p=p6mx

I agree that this situation requires clarification, and I am fully willing to cooperate and provide any additional information needed so the full picture can be reviewed fairly.

Thank you for your assistance.

Kind regards,

I see now. Thank you as well for the link. Seems like a sports betting-related landing page.

Just to be fair right from the start, if the matter is related to sports betting, it could pose a problem because sports betting is out of our reach.

However, we have been discussing a missing payment that the casino claimed to have sent, so I hope there is a way to investigate. Are you familiar with the submission form?

You are welcome to use it here 👈👈

If you come across anything weird, please reach out, and we will look at it together. Is that okay?

Dear Radka

Thank you for your response.

I have now submitted the form as requested.

Please note that this case is not related to sports betting.

It concerns a casino withdrawal that was marked as successful by the operator but never received.

If you need any additional information or documents from my side, please let me know.

I will be happy to provide them

Dear First.brave,

I'm pleased that you chose to pursue the complaint. As far as I see now, the request has been approved; that's great. From now on, Veronika will assess all associated details through a series of questions and then you'll be assigned your personal mediator. I dare to say it will, however, take some time to reach that further stage, so please be patient.

Meanwhile, we can, of course, stay in touch here on the forum and talk if you wish. 🙂

Hi dear Radka.

I am writing to formally escalate my complaint regarding 1win, as their explanations regarding my missing funds are contradictory and misleading.

First, 1win claimed that I had successfully withdrawn 120,098 AZN (Azerbaijan manats). I immediately informed them that this statement was false and that I had never made such a withdrawal. After that, they asked me to provide a bank statement as proof. I fully complied and submitted the official bank statement, which clearly shows that no such transaction ever reached my bank account.

After reviewing the bank statement, instead of resolving the issue, 1win changed their explanation once again. This time, they stated that the funds were removed due to a technical error from the game provider Amatic and that, for this reason, the balance was deducted.

This sequence of responses clearly shows inconsistency and raises serious concerns. 1win is shifting responsibility and providing new justifications only after their previous claims are proven incorrect. I firmly believe that 1win is deliberately misleading me and doing everything possible to avoid returning the funds to my gaming account.

I respectfully ask CasinoGuru to treat this matter seriously and personally. Please apply legal and regulatory pressure on 1win to ensure transparency and fairness, and to force them either to provide undeniable proof of payment or to return the disputed funds to my account.

I am ready to provide all supporting documents, including the bank statement and the PDF sent by 1win referring to the alleged Amatic error.

Thank you for your assistance and attention to this matter.

Hello,

To be clear, if you need to escalate or update the situation, please do so in the complaint thread. I understand what you are saying, but I can reflect on your kind requests, for example.

The complaint is here. 👈

Hello dear Radka

I made a complaint. Now I'm in waiting position. Hope you will get back my wins 🙏

Hello.

Let's see what comes next. We can stay in touch; once the complaint progresses further, I guess the situation will become clearer and a fair solution will be possible.

Thank you so much Radka. I already made a complaint. Waiting for Veronica response

You are welcome. Once the complaint progresses further, would you maybe share this on the forum? I would like to know what happens. Thank you in advance.

Of course I will inform you and all CasinoGuru members. First 1win answered me that i withdraw money successful. After statement they said it's Amatic fault. I send official mail to Amatic industry. After this 1win answered me that i played all my balance. After i asked them my play session with id, logs they don't answers to me

Exactly, and that needs to be cleared out directly with the casino. For now I suggest we give the complaint some space needed for further progress.

Hello dear Radka,

Veronika closed my complaint that she answered me it was technical error. But I'm not agree with this. I haven't seen any logs

how the winnings were supposedly invalid,

which bets were affected,

why the balance remained visible for hours,

and why conflicting explanations were given,

That's why i reopened my complaint again.

Hello, I know about this. I get you are not happy about it.

Sadly, there is not much we can do because winnings from malfunctioning games are not legitimate, even though the problem was not known when you bet. I understand you disagree, but honestly I see no ground for that and I would not expect the complaint to be reopened because you disagree.

Check out this article, please. 👈👈

As stated in the complaint, it was a technical error properly confirmed by the game provider, and many players were sadly affected, but the main point is that it's a final statement.

Disagreement won't change that, I'm sorry.