1win Casino - Запрос игрока на вывод средств задерживается.

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 GPMG,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Could you please clarify when exactly your account was verified?
• Did you activate any bonuses on top of your deposit?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

No, I haven't been able to make any successful withdrawals; previous ones were cancelled due to lack of verification, and after verification, this one remained in process.

The verification was completed on February 6, 2026

I did not activate or make use of any type of bonus, event, or additional service; I only played with my deposited money.

No, no he podido realizar ningún retiro exitoso, los anteriores se han visto cancelados por falta de verificacion y posteriormente hecha la verificación quedo este en proceso.

La verificacion quedo realizada el 6 de febrero de 2026

No active, ni hice uso de ningun tipo de bono, evento, o servicio adicional, solo jugue con mi dinero depositado

Hello,

Unfortunately, your account has been blocked based on clause 12.8 of our terms and conditions. For more detailed information regarding the status of your transaction and the reason for the blockage, please visit our official website or contact customer support.

We understand your concerns and appreciate your patience in this matter.

Good day, I am unaware that my account is blocked since I have access to it, I continue to receive promotional emails linked to the account, in addition to that, I have already contacted you for more than 4 months through all possible channels and I have not received an answer as to why, so I would like you to please approve my withdrawal or at least give me a valid justification.

Because, I repeat, I've been writing to support via chat and Telegram for 4 months and they tell me to send emails, since they don't give me an answer, but I send emails and they send me to the security area, and for 4 months I've been sending emails to the security department and they don't answer my emails.

If any proof or verification is needed, of deposits, whatever, I am willing to provide it as long as I get an answer about my money.

Muy buen día, desconozco que mi cuenta este bloqueada ya que tengo acceso a ella, me siguen llegando promociones al correo vinculado a la cuenta, aparte de ello, ya me he comunicado hace mas de 4 meses por todos los canales posibles y no me dan respuesta sobre el por qué, entonces quiero que por favor me aprueben el retiro o que por lo menos me den una justificación valida.

Porque repito, llevo desde hace 4 meses escribiendo al soporte por chat y por telegram y me envían a enviar correos, ya que ellos no me dan respuesta, pero envío correos y me envían al área de seguridad, y desde hace 4 meses envío correos al departamento de seguridad y no contestan mis correos.

Si es necesaria alguna prueba o lo que sea de verificación, de depósitos, de lo que sea, estoy dispuesto a proporcionarla con tal de que me den respuesta sobre mi dinero

Hello everyone,

Thank you both for your replies.

Dear GPMG,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified. I understand this is not the outcome you were hoping for, but the evidence is indisputable and clearly indicates that your account is linked to another account.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kristína