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Subject: Formal complaint for improper account suspension and unlawful withholding of funds

Dear Sirs,

I hereby file a formal complaint regarding the unjustified closure of my account and the withholding of funds that legally belong to me.

Over a month ago, I deposited money into your platform. After participating in the casino and sports betting activities offered by 1win, I requested a withdrawal of my funds. To do so, I fully and satisfactorily completed all the verification procedures required by the company, including:

Submission of the required personal documentation.

Identity verification via video call, in which I correctly answered all the questions asked.

Despite having complied with all the obligations established in the Terms and Conditions of your platform, I have received a communication indicating that:

My withdrawal will not be processed, and

My account will be closed based on an article whose content is unrelated to my conduct or the legitimate use of my account.

I wish to state the following:

I alone have had access to and use of my account at all times.

The allegations regarding variations in IP address lack sufficient legal and technical basis, given that the use of public wifi networks or the dynamic nature of mobile IPs generate completely normal changes and do not constitute any indication of illicit activity.

I have never violated the contractual terms, nor have I engaged in fraudulent activity, and there is no evidence to justify such a severe measure as withholding all funds. It's a false excuse not to pay me, given the large sum owed.

The unilateral withholding of legitimately earned winnings violates the principles of good faith in contracts, as well as the obligations of transparency and proportionality that must govern the actions of a gaming operator. Furthermore, such withholding could constitute an abusive practice, subject to complaint before the competent regulatory authorities and dispute resolution bodies.

For all the above reasons, I formally and expressly request:

The full and immediate payment of the withheld amount.

Asunto: Reclamación formal por suspensión indebida de cuenta y retención ilícita de fondos

Estimados señores,

Por la presente formulo reclamación formal respecto al cierre injustificado de mi cuenta y la retención de los fondos que legalmente me pertenecen.

Hace más de un mes procedí a depositar dinero en su plataforma. Tras participar en las actividades de casino y apuestas deportivas ofrecidas por 1win, solicité la retirada de mis fondos. Para ello completé de manera íntegra y satisfactoria todos los procedimientos de verificación exigidos por la entidad, incluyendo:

Aportación de la documentación personal requerida.

Verificación de identidad mediante videollamada, en la cual respondí correctamente a todas las preguntas formuladas.

A pesar de haber cumplido con todas las obligaciones establecidas en los Términos y Condiciones de su plataforma, he recibido una comunicación indicando que:

Mi retiro no será procesado, y

Mi cuenta será cerrada en base a un artículo cuyo contenido no guarda relación con mi conducta ni con el uso legítimo de mi cuenta.

Deseo dejar constancia de lo siguiente:

Únicamente yo he tenido acceso y uso de mi cuenta en todo momento.

Las alegaciones relativas a variaciones en la dirección IP carecen de fundamento jurídico y técnico suficiente, dado que el uso de redes wifi públicas o la naturaleza dinámica de las IP móviles generan cambios completamente normales y no constituyen indicio alguno de actividad ilícita.

Nunca he vulnerado los términos contractuales, ni he incurrido en actividad fraudulenta, ni existe prueba que justifique una medida tan severa como la retención total de fondos. Es una excusa falsa para no pagarme, al ser una cuantía elevada.

La retención unilateral de ganancias legítimamente obtenidas contraviene los principios de buena fe contractual, así como las obligaciones de transparencia y proporcionalidad que deben regir la actuación de un operador de juego. Igualmente, dicha retención podría constituir una práctica abusiva, susceptible de ser denunciada ante las autoridades regulatorias competentes y organismos de resolución de disputas.

Por todo lo anterior, solicito de manera formal y expresa:

El pago íntegro e inmediato de la cuantía retenida.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear chusa,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1win Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you accumulated your funds with the help of bonus, please?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina