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Hello, I would like to record an incident that occurred with 1WIN casino where they blocked my account with my money amounting to 690 USD. This incident happened quite a while ago and at the time I didn't have the necessary resources to file a complaint, but through this medium, I can leave some trace of what happened with 1WIN casino. My account was blocked and I couldn't withdraw my winnings. The verification was done before my account got blocked. I would like to ask Casino Guru for assistance on this matter if possible. Thank you very much!

Hola, quisiera dejar constancia de un suceso que me paso con la casino 1WIN que me bloquearon la cuenta con mi dinero, la suma de 690 USD esto paso ya hace buen tiempo lo cual en su momento no tenia las herramientas suficientes para reclamar, pero por este medio puedo dejar alguna huella respecto de lo que me paso con la el casino 1WIN, mi cuenta fue bloqueada y no puedo retirar ganancias, la verificación se hizo antes de ser bloqueada mi cuenta, quisiera pedir a Casino Guru que me ayude con este tema si es posible muchas gracias!

Dear NEFIN07,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with 1win Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

when I wanted to make a withdrawal it was delayed and canceled so I decided to talk to their live chat but they always told me to change the method but it was always the same until they asked me to verify my account so I sent my documents and they made me wait 14 business days so after 14 days I consulted and they told me that my account is blocked and from there I can't do anything.

cuando quise hacer un retiro se demoraba y se cancelaba entonces decidí hablar con su chat en vivo pero siempre me decían que cambie de método pero siempre fue lo mismo hasta que me pidieron que tuviera que verificar mi cuenta entonces envié mis documentos y me hicieron esperar 14 días hábiles entonces después de los 14 días consulte y me dijeron que mi cuenta esta bloqueada y desde ahí ya no puedo hacer nada.

Dear NEFIN07,

Please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru.

Hello, the request has already been sent to your email, thank you

Hola ya se envio lo solicitado a su correo gracias

Dear NEFIN07,

We apologize, but we are unable to assist you with your request. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.

I'm sorry but we will be forced to reject the complaint for the above stated reason.

Regards,

Nick