1win Casino - Račun igrača je zatvoren, a sredstva zadržana.

Dear Sujatha,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1win Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please confirm whether you have created multiple accounts?
• Have you shared your device with some other players?
• Could you please provide the exact date your account was closed?

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

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If anything seems suspicious, contact us directly.

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1) I wasn’t created new account , actually me and my own brother use 1win we both have different account

2) I wasn’t shared my account to no one else

3) it been 1 year I’m fighting for about my funds

my account was closed by 1win due to an alleged violation of their multiple account/device policy. While I acknowledge their right to enforce their rules and I am not disputing the closure itself, my issue is that 1win has refused to release my deposited funds in INR, which remain visible under the pending withdrawals section of my account. These are not winnings, but my original deposits, which I wagered in good faith and requested for withdrawal before my account was closed.

According to 1win’s own Terms & Conditions:

Clause 20.1.3: when an account is closed, "the balance on the Client’s account shall be repaid to them within a particular period, right after the filing of a request and collection of the amount owed by the Client to us," except in cases of proven fraud or collusion.

Clause 16.10–16.11: clients are entitled to withdraw funds once deposits have been verified and identity checks are completed.

Clause 16.13: the withdrawal function requires that deposits are wagered 100%, which I have done.

I have acted in full compliance with these conditions. I wagered my deposits, submitted valid withdrawal requests, and these remain pending. Withholding these funds contradicts 1win’s own T&Cs and violates fair gaming practices.

I respectfully request Casino Guru’s assistance in mediating this dispute to ensure that 1win honors Clause 20.1.3 and processes my pending withdrawals. I am not requesting the reopening of my account or the release of winnings, only the repayment of my own deposited funds, which I believe I am contractually and fairly entitled to receive.

Clarification Request – Release of Deposited Funds (Game ID 74543668)

Dear [Casino Guru / 1win Security Team],

I acknowledge receipt of your message stating that my account was closed in accordance with Clause 9.7 of the Terms & Conditions, which covers fraudulent actions such as multi-account use, betting automation software, arbitrage play, or loyalty program abuse.

However, I respectfully emphasize that while you may have the contractual right to close my account under this clause, the funds currently pending withdrawal are not winnings but my original deposits in INR. I deposited these funds in good faith, wagered them as required under Clause 16.13, and requested withdrawal before my account was closed.

Your own Terms & Conditions, specifically Clause 20.1.3, state that upon account closure, "the balance on the Client’s account shall be repaid to them within a particular period, right after the filing of a request and collection of the amount owed by the Client to us," except in proven cases of fraud or collusion involving funds.

I have not committed fraud with my deposited funds, nor have you provided any proof that my deposits themselves are linked to fraud or illegality. Therefore, withholding my deposited balance contradicts both your Terms & Conditions and basic principles of fair gaming.

I kindly reiterate my request: please process my pending withdrawals, which represent only my deposited funds. I am not requesting winnings, bonuses, or any other credits — only the money I originally deposited into my account.

For transparency and fairness, I ask Casino Guru to review this matter and help mediate to ensure that 1win complies with its own Terms & Conditions regarding repayment of deposited funds upon account closure.

Thank you for your attention to this matter.

Sincerely,

K****** S******

Game ID: **********

Registered Email: k*****************@gmail.com

My account has been permanently closed by 1win under Clause 9.7 (fraudulent activity). I am not disputing their right to suspend my account, but I am disputing their refusal to release my pending withdrawals, which consist only of my deposited funds in INR.

Here is the crucial point:

👉 According to 1win’s own Terms & Conditions, even if an account is permanently suspended, they are obliged to process pending withdrawals if deposits have been 100% wagered and a withdrawal request was filed before closure.

Clause 16.13 requires 100% wagering of deposits before withdrawal – I complied with this.

Clause 16.10–16.11 confirm that once KYC is approved, clients are entitled to withdraw funds – my KYC was completed and approved, and I have proof by email.

Clause 20.1.3 states that after account closure, "the balance on the Client’s account shall be repaid … after the filing of a request," unless the deposits themselves were fraudulent. My deposits were legitimate and my withdrawal requests were submitted before closure.

Despite this, 1win has withheld my funds, which remain visible in my pending withdrawals. These are not winnings or bonuses, only my own deposits.

I kindly request Casino Guru’s assistance to ensure 1win complies with its Terms & Conditions and processes my pending withdrawals. I can provide transaction history, screenshots of pending withdrawals, and the KYC approval email as evidence.

regarding the closure of my account under Clause 9.7 of your Terms & Conditions. I acknowledge and respect your decision to permanently close my account, and I am not disputing the account suspension itself.

However, your reply did not address the matter of my pending withdrawals, which remain unprocessed. I would like to respectfully remind you of the following:

Clause 20.1.3 of your Terms & Conditions clearly states:

"Except for cases mentioned in the Agreement [fraud, collusion, etc.], the balance on the Client’s account shall be repaid to them within a particular period, right after the filing of a request and collection of the amount owed by the Client to us."

I had already filed withdrawal requests before my account was closed. These withdrawals relate only to my deposited funds in INR, not winnings or bonuses.

Clause 16.13 requires deposits to be 100% wagered before withdrawal. I fully complied with this rule.

Clause 16.10–16.11 confirm that once KYC is completed and approved, clients are entitled to withdraw funds. My KYC was fully approved, and I have proof by email confirming that I could proceed with withdrawals.

Therefore, according to your own Terms & Conditions, my pending withdrawals should still be processed, even if my account remains closed. Clause 9.7 allows you to close accounts and cancel bets, but it does not override your obligation under Clause 20.1.3 to repay legitimate deposited funds when withdrawal requests were filed prior to closure.

I am not asking for account reopening or winnings — only for the release of my deposited funds, which were wagered and requested for withdrawal in compliance with your rules.

Please confirm when my pending withdrawals will be processed in accordance with your Terms & Conditions.

Dear Casino Guru Team,

I am submitting my complaint regarding 1win and attaching evidence which I believe will support my case.

1win’s response behavior – Each time I contact them about my pending withdrawals, they only send copy-paste replies citing Clause 9.7. They never address the actual issue of my withdrawals.

KYC approval evidence – My account was successfully verified and I received confirmation from 1win that withdrawals were available.

1win Terms & Conditions evidence – Their published rules support my entitlement to pending withdrawals, even after account closure:

Clause 6.10–6.11: A client is entitled to request withdrawals once payments are verified and checks are complete.

Clause 16.2 / 20.1.3: When an account is closed, the balance must be repaid unless deposits are fraudulent. My deposits were legitimate, and no proof of fraud has ever been provided.

I am not asking for my account to be reopened or for unwagered funds. I am only requesting my pending withdrawals, which were 100% wagered, requested before account closure, and approved after KYC.

I kindly ask Casino Guru to review my evidence and help ensure that 1win processes these pending withdrawals in accordance with their own Terms & Conditions.

Thank you for your assistance.

Hello Sujatha,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Sujatha,

thank you for your messages and patience.

Based on a review of our records, this matter was previously addressed by a resolver approximately one year ago. Should you possess any new and compelling evidence, you are welcome to submit a request for a formal re-evaluation of the case.

We understand that this resolution may not meet your expectations, and we regret any disappointment this may cause. If you believe that a satisfactory resolution has not been achieved, we recommend that you contact the Curacao Gaming Control Board, as they possess broader oversight authority regarding casinos and may be able to provide further assistance. We advise reviewing our article on submitting a complaint to a regulator before sending an email. To contact them, kindly email to complaints@cga.cw.

This complaint will now be closed.

All the best,

Katarina