1win Casino - L'account del giocatore è stato chiuso.

The casino [link removed by Casino.Guru admin] blocked me after withdrawing from my account and I can no longer access it!

After doing all the verifications that were requested and they no longer answer my emails

O cassino [link removed by Casino.Guru admin] me bloqueou após fazer o levantamento da minha conta e não consigo mais acessar!

Apos fazer todas as verificações que foram solicitadas e não me respondem mais os e-mails

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Dear Cristdud17,

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.

hello Tomás first of all thank you for your attention! Let's get to the questions

Could you tell us how long you have been a player at the casino and when exactly your account was blocked?

I was a user of the 1win casino for a little over a week and was blocked on January 27th where I was no longer able to access my account after doing the full verification as they requested and withdrawing my balances!

How did you find out that your account had been blocked?

It was after I had made the withdrawals that I noticed I wasn't receiving them, so I went to log into my account and it was already blocked.

In which games have you accumulated your current casino balance? (slots, live games, sports betting)

Casino games and various electronic games

Did you reach your current balance with the help of a bonus?

I haven't used any bonuses

only real balance

Could you share with me your communication with the casino on this subject? Send emails or chat transcripts to my email address: [email protected][email protected] or post screenshots here.

I'll send you the screenshot

All attached [email protected]

I look forward to hearing from you

olá Tomás primeiramente obrigado pela sua atenção! Vamos lá as perguntas

Poderia informar por quanto tempo você foi jogador no cassino e quando exatamente sua conta foi bloqueada?

Fui usuária do casino 1win um pouco mais de uma semana e foi bloqueada no dia 27 de janeiro onde não consegui mais ter acesso a minha conta após ter feito a verificação completa como elas solicitaram e ter feito o levantamento dos meus saldos!

Como você ficou sabendo que sua conta havia sido bloqueada?

Foi após fazer os levantamentos notei que não estava recebendo os mesmos e aí fui entrar na conta e já estava com usuário bloqueada

Em que jogos você acumulou seu saldo atual no cassino? (caça-níqueis, jogos ao vivo, apostas esportivas)

Jogos e casino e jogos eletrônicos variados

Você alcançou seu saldo atual com a ajuda de um bônus?

Não utilizei nenhum bônus

apenas saldo real

Você poderia compartilhar comigo sua comunicação com o cassino a respeito desse assunto? Envie e-mails ou transcrições de bate-papo para o meu endereço de e-mail: [email protected]ou poste capturas de tela aqui.

vou mandar o print

Segue tudo anexo  [email protected]

Fico no aguardo

Thanks for your reply.

Could you please share a screenshot of the full email you received from the casino? Make sure the details of the accusations are fully on display.

I apologize for the inconvenience.

Good morning [email protected] Here's the e-mail from exactly when I received the message from 1win casino! Please find attached

Thanks 🙏🏻

Bom dia  [email protected] segue o e-mail em parte exatamente quando recebi a mensagem da 1win cassino! Segue em anexo

Fico no aguardo Grata 🙏🏻

Dear Cristdud17,

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, Barbora ([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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello!

Your account has been thoroughly reviewed following our internal procedures. After a detailed assessment of the information, a breach of the platform’s terms of use was identified, resulting in the account being blocked.

We kindly ask the Casino Guru team for a little more time while our team gathers all the necessary evidence. Thank you for understanding.

Good afternoon Barbora and 1 Win Casino! I would like a plausible justification for this block since I used the account legally and you even verified it with all the necessary documents and only after the withdrawal request did you block the account!

I look forward to hearing from you

Boa tarde Barbora e 1 Win Casino! Gostaria de uma justificativa plausível para esse bloqueio sendo que usei a conta de forma legal e inclusive vocês fizeram a verificação da mesma com todos os documentos necessários e só depois do pedido de saque vocês fizeram o bloqueio da conta!

fico no aguardo

Dear 1win Casino,

Thank you for your response.

We acknowledge that you are currently gathering the necessary evidence. Once your internal review is complete, please provide us with:

• The exact clause(s) from your Terms and Conditions that were allegedly violated
• A clear explanation of how the player breached these rules
• All relevant supporting evidence

If the documentation contains sensitive information, you may send it directly to [email protected].

We will await your detailed clarification before proceeding further.

Hello!

The requested information has been sent to your email address.

Please review it at your convenience.

Dear Cristdud17,

After carefully reviewing all the information and evidence provided by both parties, we regret to inform you that we are unable to continue pursuing this complaint.

The casino has provided evidence indicating that your account is linked to several other accounts on the platform. According to the information received, these accounts were used in a manner that breached the casino’s Terms and Conditions regarding the use of multiple accounts and the circumvention of platform restrictions.

As operating multiple accounts is strictly prohibited in most online casinos, and the casino has provided sufficient evidence to support its claim, we consider the actions taken by the casino to be justified in this case.

For this reason, we must reject this complaint.

We understand that this may not be the outcome you were hoping for. However, our decision is based on the evidence reviewed during our investigation.

Thank you for using the Casino Guru complaint resolution center.

Kind regards,

Barbora

Casino Guru