1win Casino - Аккаунт игрока был закрыт.

I tried to withdraw 4040 using USDT address but it won't go through. I have verified everything and now my account is blocked. Can you help me because I have tried enough and 1win won't reply to my email. 1win ID 309928717. The 4000 kes is what I had deposit and I had only won 40 kes but I got emergency and I was trying to withdraw my money which I had deposited. I verified their KYC. I don't know if I will still get my money or not.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you wagered your deposit enough times to be eligible for a withdrawal?

Have you activated any bonuses with your deposit?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

What types of games did you play?

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

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes, I was eligible to withdraw. I did not activate any bonus with my deposit. I did full KYC verification and passed. I played aviator with 4000 and cash out at 1.01 then I won 4040. I had an emergency and I tried to withdraw my money but now my account is blocked. 1win is not replying to my message.

I was eligible to withdraw my money. I did not activate any bonus with my deposit. I did a full KYC verification and they approved it. I played the aviator game with 4000 and cashed out at X1.01. I had an emergency that's why I tried to withdraw the money and they asked me to do the verification which I did. After sometimes I tried to log into my account and I was blocked. 1win hasn't replied to my messages since they sent me the blocking rules which I did not break.

Please forward me the email you received from the casino after your account was blocked at [email protected].

Have you made any successful withdrawals from this casino before?

Thank you for your email.

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Is there any chance that someone from your household or using the same IP also created an account at this casino?

I have never used VPN or ip-masking software to change my location while accessing the platform. I don't think someone in my household has created an account with the same IP address.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello georgeisaac12,

I'm Michal, and I have taken over your complaint. I have reviewed your 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 regarding the player's actions that were considered a breach of rule 9.7, as was communicated to the player, because it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at [email protected], including the supporting evidence of the rule violations.

Hello!

Following the verification, your account was blocked for violating clause 9.7.

We strictly adhere to the rules and encourage our players to do the same. Therefore, we never make unfounded decisions.

Best regards, 1win team.

Здравствуйте!

По итогам проверки Ваш аккаунт был заблокирован за нарушение п.9.7.

Мы строго придерживаемся правил и призываем к этому наших игроков. Поэтому, никогда не выносим безосновательных решений.

С Уважением, команда 1win.

Dear 1win Casino,

Kindly forward me the evidence of the alleged rule breaches the player is accused of at [email protected].

Dear georgeisaac12,

I have received information that you have withdrawn the KSh4040. Can you please confirm that?

Dear georgeisaac12,

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.

The money was withdrawn the day they replied to this complaint which means people who don't have access to casino guru won't get their money. I can confirm that I received my money

Hello georgeisaac12,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear georgeisaac12,

Thank you for your confirmation. I can agree with you that the casino support team could have handled the whole situation in a more user-friendly manner; however, I am glad that our involvement played a role in resolving the situation, and you have received the funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru