1win Casino - Средствата на играча са конфискувани.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,

Thank you for taking my case. Here are the answers to your questions:

1. I focused mainly on Slots and Sports Betting

2. Yes, my account was fully verified and I passed the KYC verification before they restricted my account/confiscated my funds.

3. I accumulated my winnings without an active bonus

Additional Update:

The casino replied to my Trustpilot review stating that they applied restrictions under Section 12.8, and that the decision is final. I strongly deny any violations. They are using this generic clause to avoid paying me. I have also attached the screenshot of their response on Trustpilot as proof.

Best regards.

Hello 348803569,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Have you contacted the casino customer support via email to ask about the reason why your account was blocked? If so, could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

Yes, I have contacted 1win customer support regarding the unfair block and confiscation of my funds. They did not provide any specific technical reasons, only referencing Section 12.8 as seen in their Trustpilot reply.

I have attached the screenshots of my communication with their customer support here to assist with the investigation.

Best re

gards.

Thank you for your response and for providing the communication with the casino.

I would like to clarify a few additional points.

• Is there any chance that you have ever created more than one account at 1win?
• Does anyone else in your household, or anyone using the same internet connection (IP address), have or has had an account at 1win?
• Have you ever used a VPN, proxy service, or any other IP-masking software while accessing the casino?
• Additionally, could you please advise which slots have you played with?

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your reply. Here are my answers to clarify these points:

1. No, I have never created more than one account at 1win. This is my only account.

2. No, nobody else in my household or on my internet connection has ever had an account with 1win.

3. No, I have never used a VPN, proxy, or any IP-masking software to access the casino.

4. I played on slots, specifically the game "Crossfire Chicken".

I strictly followed all rules, and there is no legitimate reason for my funds to be confiscated. Thank you for your continued help.

Best regards.

Hello 348803569,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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 ([email protected]). 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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear 348803569,

I sincerely empathize with your situation regarding the blocking of your account. Please rest assured that I will reach out to the casino promptly in an effort to resolve this issue as quickly as possible. Additionally, I would like to invite a representative from 1win Casino to join this discussion to facilitate the resolution of your complaint.

Dear 1win Casino,

Could you kindly explain the reason behind the blocking of the player’s account? We would greatly appreciate it if you could provide any relevant evidence regarding this matter. You may include your statement and any supporting documentation here, or feel free to send it directly to my email address at [email protected].

Thank you in advance for your assistance in this matter.

Kind regards,

Jana

Hello! Thank you for contacting us. We understand your situation and want to assure you that our team is currently looking into your request. We will contact you as soon as we have any updates. Thank you for your patience!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.