1win Casino - Аккаунт игрока заблокирован.

Dear Akib,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Did you receive an email from the casino explaining why your account was blocked?

What types of games did you play? Was it slots, live casino games, or did you participate in sports betting?

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

I have forwarded your request to close your other complaint to my colleague Nick who is in charge of it.

Now please tell me, do you have more than one account in 1win Casino? Since the complaint of my colleague is for the player with a different ID and email address.

Dear Akib,

I kindly request that you refrain from spamming me with messages. At the moment, we are dealing with over 1000 active complaints that require our immediate attention. Please note that this is not a live chat platform and we need to conduct a thorough investigation into all of the complaints. Your constant messaging is not helping the situation and we kindly ask for your patience while we work to address the issue. Thank you for understanding.

Please forward me the email you received from the casino regarding the closure of your account. My email address is [email protected].

Before we move forward with your case, could you please specify what types of games you played? Was it slots, live casino games, or did you participate in sports betting?

Thank you very much, Akib, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([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.

Hello, Akib!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Akib, there is no need to spam your sensitive information, one time is enough.

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.

Akib, unfortunately, if casino does not respond, we will close the complaint as unresolved and recommend you to open the complaint with the license regulator. However, there is 4 more days for the casino to reply, so I hope, we will get the answer to all your questions.

Good afternoon

As part of the verification, we requested additional information from the client, namely the replenishment details and a receipt for one of the deposits.

Sincerely, 1win team.

Добрый день!

В рамках верификации запросили у клиента дополнительную информацию, а именно реквизиты пополнения и чек одного из депозитов.

С Уважением, команда 1win.

1Win casino, is there any other way for the player to pass the verification process without providing GPay statement?

Good afternoon

In this case, verification cannot be completed without an extract; it is necessary to fully confirm the client’s identity.

Best regards, 1win team.

Добрый день!

В данном случае без выписки верификация не может быть завершена, необходимо полностью подтвердить личность клиента.

С уважением, команда 1win.

Akib, the verification process is a necessary part of having an account in every casino. It is done to ensure that players do not participate in money laundering or other unfair or criminal activities. To withdraw your funds you must provide requested GPay statement. Please, contact GPay customer support and request to reopen your account or ask them to send you a statement manually. If you will not get that statement, there is nothing more I can do to help you.

Have you provided GPay statement as well?

Then, please, ask GPay support to reopen your account. Otherwise, I cannot help you.

Good afternoon.

You are misleading both us and the Casino Guru team; this screenshot has nothing to do with your gaming account.

Best regards, 1win team.

Добрый день.

Вы вводите в заблуждение и нас, и команду Casino Guru, данный скриншот не имеет отношения к игровому аккаунту.

С уважением, команда 1win.

Akib, it seems like you are unable to provide requested statement. In that case I am forced to reject your complaint. Do you have any further comments to add?

Okay, in that case I will hold the complaint opened for 14 more days. Please, inform us as soon as you will receive GPay statement.

Good afternoon.

We will provide an answer after verification.

Best regards, 1win team.

Добрый день.

Мы предоставим ответ после проверки.

С уважением, команда 1win.

Hello Pavel,

Why you not responding,

Please response 7 days complete

1win, has there been any further progress with the verification? Could you, please, tell us the approximate timeframe for finishing it?

Good afternoon

Dear Pavel, at the moment we can only provide information that the player did not send the requested statements to our email address.

We just continue to receive spam attacks about documents being provided.

We again ask the user not to mislead either us or the Casino Guru team.

Best regards, 1win team.

Добрый день!

Уважаемый Pavel, на текущий момент мы можем лишь предоставить информацию о том, что игрок не отправил на наш электронный адрес запрашиваемые выписки.

Мы лишь продолжаем получать спам-атаки о том, что документы предоставлены.

Мы вновь просим пользователя не вводить в заблуждение ни нас, ни команду Casino Guru.

С уважением, команда 1win.

Hello what documents you have still not received,

Dear Pavel 7 day's ago 1win support representative tell that they will answer after verification,

And now saying document not received,

I'm not understanding why you not complete my verification.

Dear 1win team,

Please tell me the verification documents in Hindi language,

Please tell me in Hindi language what documents do you require.

Please Pavel sir and 1win support help me.

Akib, send documents that you have sent to 1win team to my e-mail: [email protected].

Dear Pavel and 1win support,

1win security email [email protected] , additional documents have been sent already,

Dear 1win kindly please look into this.

Akib, I have not received any e-mail with documents attached. This is your last chance to provide them to me. If you will not comply with our request, your complaint will be rejected.

Dear sir I'm sent to 1win security email [email protected],

Please ask 1win to check my documents again

Dear Akib, after multiple requests to send your documents to my e-mail, you have not done so. Therefore, I must reject your complaint, the reason for it being your non-compliance with our or casino's requests.

If you will decide to ask for the reopen of the complaint, please, kindly attach requested documents. Otherwise, the reopen request will be rejected and if you will engage in any spam, your account may be blocked indefinitely.

Respectfully,

Pavel K

Casino Guru Team

We have reopened this complaint after the explicit player's request.

1Win Casino, the player claims that they have submitted all required documents. I have tried to learn if it is true by using e-mail or Skype but receive no response. Please, let me know if the player has indeed submitted all required for the verification.

Hi team,

Dear 1Win Casino please answer why my account is still blocked,

I have already sent you remaining all required verification documents to [email protected]

Please give my money,

Please answer

Dear Pavel sir ,

And 1win casino,

I'm already sent my all required verification documents to 1win Security team,

Dear Pavel please ask 1win casino to refund my total account balance INR 15127944.52 rupees to my crypto wallet.

Please refund balance to my crypto wallet address,

Crypto wallet address - TDC39KoyzoDnaz6Pp2yZhmewVxt42vEY7a

Network - TRON ( TRC20 )

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.

Good afternoon

At the moment, we can only provide information that the player has not sent the requested information to our email address.

Best regards, 1win team.

Добрый день!

На текущий момент мы можем лишь предоставить информацию о том, что игрок не отправил на наш электронный адрес запрашиваемую информацию.

С уважением, команда 1win.

I think you blocked my email address.

Akib, send the e-mail once more and include me into the recipients list (Cc:). My e-mail is [email protected]. If you will decline to do so, your complaint will be rejected once more and if you will continue to spam me or anyone else from my team, you will be blocked.

Dear Akib,

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 player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.