1win Casino - Акаунтът на играча е затворен.

Hello. My account at 1win Casino has been blocked and I cannot log in anymore.

I had real money in my balance and after winning, the casino suddenly blocked my account. They asked for verification and I provided the requested documents, but since then I cannot access my account at all. When I try to log in, it says the account is blocked.

This was NOT a bonus. The money in my account was real balance (including a small balance increase from the casino that was added directly to my real balance without wagering requirements).

I contacted support many times but they keep delaying and not solving the problem. I am afraid they are refusing to pay my funds.

I am requesting help to unlock my account and allow me to withdraw my remaining balance.

İD:9193585

Thank you.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Which documents were requested from you by the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your response and for helping me with this case.

I have been a player at 1win for a long time. About 4 days ago, when I requested a withdrawal, my account suddenly became restricted and I could no longer use it

I was informed that my account needed verification. The casino requested full KYC verification documents. I provided all requested documents, and they were successfully verified and approved.

After completing verification, my withdrawal still was not processed and my account remains restricted. I have not received any clear explanation from the casino about the reason for this delay or restriction.

My current balance is approximately 5700 USD, which I accumulated by playing casino games.

I am attaching screenshots as proof:

• Account balance

• Withdrawal request / withdrawal history

• Confirmation of KYC verification

• Communication with casino support

• Account restriction / access issues (if applicable)

At this point, I have fulfilled all casino requirements, but my withdrawal is still pending and unresolved.

I kindly ask for your help to resolve this issue and assist me in receiving my funds.

Thank you in advance for your support.

Thanks for your patience and the detailed explanation.

Could you please specify which game you played that led you to win the most?

How long was your game session, and how much were your bets?

Please let me know.

Dear rehkimov595,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru