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

I am submitting this complaint against 1win regarding the closure of my account and, most importantly, the approximately $300 worth of TRX that remained in my account when it was blocked.

What happened

I was using my 1win account normally when I was asked to complete their identity verification process.

I attempted to verify my identity through their automated verification system, but my documents were rejected. I tried the verification process several times because I wanted to successfully complete the required KYC procedure.

After these unsuccessful verification attempts, the system eventually displayed a message stating that my verification had been rejected and that I needed to contact support.

I contacted 1win support asking for assistance with the verification process.

Instead of allowing me to complete a manual verification, I was subsequently informed that their security department had blocked my account for allegedly violating clause 12.8 of their Terms and Conditions related to fraudulent activity.

They mentioned examples such as multi-accounting, automated betting software, arbitrage, abuse of loyalty programs, etc., but they did not tell me which specific fraudulent activity I allegedly committed or provide any evidence of such activity.

I have not intentionally committed fraud or attempted to bypass their verification requirements. The problem occurred while I was actively trying to verify my identity.

My remaining balance

At the time my account was blocked, I had approximately $300 worth of TRX in the account.

I contacted 1win several times asking them to review the situation. Eventually, I made it clear that I was no longer even requesting the restoration of my account.

I specifically asked them to return my remaining balance.

I told them that if they wanted to permanently close my account, I would accept that decision, but I wanted my remaining funds returned. I also offered to provide all necessary identification documents and complete a manual KYC procedure in order to verify my identity and ownership of the account.

I asked 1win to explain:

Why my approximately $300 balance is being withheld.

Which specific rule allows them to confiscate or retain these funds.

What exact fraudulent activity I allegedly committed.

How I could complete verification and withdraw my remaining balance.

Despite sending several emails, 1win has stopped responding to me.

What I am requesting

I am not asking Casino Guru to force 1win to reopen my account.

My main request is that 1win allow me to complete any necessary identity verification and return the approximately $300 worth of TRX that remained in my account when it was closed.

If 1win believes that I violated their rules, I would also like them to clearly state what specific action I allegedly committed and explain why that would justify withholding my remaining balance.

I am willing to fully cooperate with the verification process and can provide identification documents, transaction information, emails with 1win support, and any other evidence necessary.

I can also provide screenshots showing my attempts to contact 1win and their previous response regarding the account closure.

I would appreciate Casino Guru's assistance in contacting 1win and helping me recover my remaining funds.

Thank you.

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 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 at this casino to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.
• Which documents did you send to the casino for the KYC verification process?

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