Onlywin Casino - Igrački račun je zatvoren, a dobici konfiskovani.

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 your complaint. I’m sorry to hear about your negative experience with Onlywin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication in which the casino accused you of having multiple accounts? Make sure the sender and recipient are identifiable. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Thank you very much for your help and quick reply.

I’ve been playing on Onlywin Casino for about two weeks. I had one withdrawal that was successfully processed before my account got suddenly blocked.

I was playing mostly slot games, and I won my balance on Fat Banker by Push Gaming. I did not use any bonus to reach this amount.

I’m attaching the screenshots that show my winnings and the situation.

Thank you again for your assistance.

Best regards,

Jennifer *****

Here is more pictures.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Dear Shanti888,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Onlywin Casino to join this conversation and assist in addressing the complaint.

Dear Onlywin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hi Stefan & Shanti888!

Thank you for your patience! We would like to provide a more detailed explanation of this situation and share a screenshot to support the information mentioned in this message.

Could you please confirm the email address where we can send the screenshot?

As stated in our Terms & Conditions, similar to most operators, maintaining more than one account per player is strictly prohibited.

Casino Rule 4.5:

Your account must be registered in your own, correct, real name and personal details, and it shall only be issued once for you. Duplicate accounts — including those registered under the same household, address (postal or IP), email, device, or payment method — are not permitted. Any such accounts will be treated as "Duplicate Accounts."

During our standard security checks, we identified activity suggesting multiple linked accounts. Based on this, appropriate measures were taken in line with our policies to ensure fair play and compliance.

We are happy to provide all relevant evidence to CasinoGuru’s mediation team to support a transparent resolution.

Best regards,

OnlyWin Team

Hello CasinoGuru and OnlyWin,

I would really like to see those proofs, as I have never registered with two accounts and don’t see any reason to do so. Additionally, since my account was blocked despite me playing fairly and winning legitimately, you should at least refund the money I played in your casino. As it stands, you are keeping both my deposit and my winnings, which I find unfair.

Thank you for your attention to this matter.

Dear Onlywin Casino,

Thank you for your response and for providing the requested information.

Please send the relevant evidence to my email address: stefan.m@casino.guru.

I look forward to your reply.

Hi Stefan!

Thank you for your patience.

We have sent the necessary information to the email address you provided above.

If you need any additional materials or have further questions, please feel free to contact us.

Best regards,

OnlyWin Team

Dear Shanti888,

I have reviewed the evidence, and I am afraid the casino has acted in accordance with its terms and conditions.

For the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more assistance on this occasion. Please do not hesitate to contact us should you encounter any issues with this or any other casino in the future.

Kind regards,

Stefan

Casino.Guru