1win Casino - Igrački račun je zatvoren bez razloga.

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Dear Rosh1,

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.?  
• Have you received any explanation from casino, please?
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Hello Katarina,

Thank you very much for your quick response. I truly appreciate your time.

Regarding your questions:

I mostly focused on casino games, especially crash games and roulette.

Yes, I received an explanation from 1win. They mentioned that my account was blocked under clause 9.7, stating reasons like multi-accounting or fraudulent activity. However, I would like to clarify that I have never used any multi account, software, or any unfair method. I only played normally from my single account.

My winnings were accumulated with a small bonus coupon, which I redeemed and played genuinely.

I kindly request you to please review my case once again because I have completed Aadhaar verification successfully, and I believe this block may be a misunderstanding.

I would be very grateful for any help or guidance you can provide.

Thank you so much for your support.

Best regards,

Roshni

Additionally, I would like to mention that I have successfully made many withdrawals in the past through crypto without any issues. I was never asked for verification before — I only used to enter the email code, and the withdrawal always arrived within 15–20 minutes. This time, even after waiting for 5–6 hours, the withdrawal didn’t arrive, so I contacted the Telegram support team. They told me to email the support team, and when I did, they asked me to complete verification. I completed the verification successfully, but shortly after that, I received an email stating that my account had been blocked. At the time my account was blocked, my withdrawal was still pending.

Please help me team casinoguru🙏

Dear Rosh1,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,

Thank you for your message.

I have now sent an email to katarina.d@casino.guru with all the communication I had with 1win. I have also attached a PDF containing the complete chat screenshots for easier review.

Please let me know if you need anything else.

Thank you for your assistance.

Thank you for your time and support. I hope you will help me resolve this issue.

Dear Rosh1

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, Igor (igor.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,

Katarina

Dear Rosh1,

I am so sorry to hear about your problem with the 1win Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello!

Your account was blocked following an internal security review, which identified activity falling under the restrictions described in section 9.7 of the platform’s General Terms and Conditions. We strictly follow these rules, and decisions are made only after a full verification.

If you have any additional information regarding your case, you may add it to your active support request — the specialists will review it within the standard procedure. Additional data required for the site moderators will be provided later, after we receive a response from the specialized department.

Dear 1win Casino,

According to your Terms and Conditions, there isn’t any rule 9.7.

Could you please clarify which rule you are referring to?

Hello, Igor.

Section 9.7 is located in the "General Terms and Conditions" section.

We also sent you a response from our specialists via email.

Dear Igor,

I would like to share an important update regarding my situation, which I believe is relevant to this case and may help you understand the full picture.

While this complaint is about my own blocked 1win account, the exact same issue has now happened to my husband as well.

A few days ago, my husband attempted to make a crypto withdrawal from his own personal 1win account. Just like what happened with me earlier, he first received an email asking him to complete verification.

He completed the verification successfully, the verification was approved — and immediately after that, his account was also blocked, without any explanation.

The pattern is exactly the same as my case:

Withdrawal requested

Verification email received

Verification completed and approved

Account suddenly blocked

Funds stuck

Additionally, I want to clarify one important detail:

My husband and I are two completely different individuals, with separate identities, separate documents, and separate accounts.

However, because we live in the same house and both play casually, sometimes when one of our phones is charging or with our kids, we would log into our own accounts from each other's phone.

This was only occasional convenience — not any kind of unfair activity.

Despite this, both of our accounts were blocked under clause 9.7, which mentions multi-accounting or fraudulent activity.

But neither of us has ever used any multi-account, bot, software, or anything unfair. We only used our own individual accounts.

The fact that both accounts were blocked in the same way, after verification and during a pending withdrawal, makes me feel that there may be some misunderstanding or system-related suspicion that affected both accounts.

I am sharing this because I believe it is important for you to have the complete context while communicating with 1win.

If you need any information from my side or my husband’s side to help resolve this matter, please let me know — we will provide everything honestly and clearly.

Thank you very much for your time and support, Igor.

I truly appreciate your help in this difficult situation.

Best regards,

Roshni

Dear 1win Casino,

Thank you very much for your email and provided information.

Dear Rosh1,

Do I understand correctly that you and your husband used each other’s mobile phones to play at this casino?

It’s important to clarify this, as it may be the main issue that occurred and could help us move this case toward a successful resolution.

Thank you in advance.

Dear Igor,

Thank you so much for your message.

Yes, sometimes we did use each other’s mobile phones, but only in situations where our own personal phone was not with us at that moment.

There was never any intention to misuse anything — it was just a normal family situation where we occasionally shared the device if one of us was busy or our phone was not immediately available.

I kindly request you to please consider this as a simple misunderstanding.

We have always played honestly, and we truly hope this clarification helps move the case toward a positive resolution.

Thank you once again for your support and patience.

Warm regards,

Rosh1

Dear Rosh1,

Unfortunately, I must close this complaint as rejected.

Using other people’s devices—especially when they are also playing in the same casino—is strictly prohibited.

You have confirmed this, and on top of that, the casino provided evidence supporting your claims.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.