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Good day Casino Guru, 1win casino blocked my account and confiscated my money for no reason. I registered an account with them, and deposited and won on some few occasions, withdrawals were always smooth until they requested for my ID I think just a day after, so I was still playing with no problem and I just realized my account had been locked out when I try to login again, all I was told is my account is blocked. I had over 5,000 Cedis ($400+) before then and it’s very unfair, I think they were just just processing the withdrawals of my wins only to let me gain confidence in them and deposit more and later block my account and confiscate my money; a typical Ponzi scheme strategy 1win used to steal my money as a bookmaker.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play shortly before your account was blocked? Were they slots, live casino games, or did you place bets on sports?

Has your account been blocked permanently, or only temporarily suspended, until your verification is completed?

Which documents have you sent to the casino for verification?

Have you sent any identity documents to the casino for verification before?

When was the last time the casino communicated with you regarding your account?

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

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

I played a couple of live casino games, specifically aviator and some other games, I don’t really recall all of them. But my sports betting section stake was limited a day or two prior to my account been permanently blocked, so there were only a few times times I could play on sports bet. My account has been permanently blocked by the casino siting instances of clause 9.7 of the sites usage rules. Blocking an account with over 5,000 Ghana Cedis ($400+) is totally unfair, not like I took or used any of their bonus, so on which basics do you block my account.

It’s been several hours Casino guru, and I haven’t had any response rom your end, yet still.

Could you please specify if you accumulated the amount of 5000 GHS in sports betting or in live casino games?

Has the casino explained why the sports betting section has been limited for you?

Also, kindly forward me all the communication between you and the casino regarding the limitation and the subsequent closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

Like I earlier explained, I won most from casino games.

Thank you very much, cocoab, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello there,

Thank you cocoab for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

Hello!

Our specialists are clarifying the information regarding your question.

Sincerely, the 1win team.

Thank you for providing me with evidence 1win Casino representative.

Dear cocoab, The casino has presented indicators suggesting the presence of duplicate accounts. It is an industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and as such, we find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of this, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.

Kind regards,

Peter