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Dear Punit002,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

I mainly played gorilla slot games, baccarat live games , sins slot game and coin flip game

Yes i have passed verification everything was going good but suddenly they blocked my account they asked for verification again but after that they suddenly blocked and still they are not giving any reply

I never took any type of bonus as wager after taking bonus were very high so i usually played without any bonus

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

i have already shared all proofs on given mail

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 (barbora.p@casino.guru). 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,

Attila

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 restricted under clause 12.8 of the Platform Rules following a full internal review and compliance assessment. As a result, withdrawals are not available, and the current status remains final. If you require further clarification, you may reach out to our Security team via email.

We will also be sharing the relevant details with the Casino Guru team shortly. At the moment, we are finalizing the remaining information and need a little more time to complete this process. Thank you for your understanding.

Dear 1win Casino,

Thank you for your response.

We will await the relevant supporting evidence you mentioned will be shared with our team.

Thank you in advance for your cooperation.