Good afternoon everyone, I am Giovanni R. ID ***, with the ID *** of the 1win account, my problem is the following, I am an Online and Live Poker player, then I found out that in 1win you could deposit in bolivars and you could withdraw in USDT, in view of that I asked the support if that could be done and if there was no problem, they told me that I could do it, consequently I started to play whenever I play on a page I withdraw all my funds for the following first for security and second since I play live I need the highest amount possible which is my bankroll, then when I go to play online I come back and deposit, I told the support that in Venezuela the Bolivar is devalued so it would be better for me to withdraw in crypto, they told me again that there is no problem, also since in 1win you have to bet 100% of your deposit I thought there was no problem because in those bets you can lose your money, anyway they blocked me once and only sent me an email asking for verification, but they did not mention me that I could not withdraw in crypto and more I continued playing trusting because apart from the fact that you have to unlock the deposit, they have an error that they allow you to deposit in one currency and withdraw in another, which is already a problem with the page, in view of this, a manager contacted me and told me that I was a VIP client and I also told him that I withdrew and he also told me that there was no problem, they even have a game history so they can see that I played poker for real, I did not play to play or anything like that, then on February 14, 2025, I received a blocking email supposedly due to a 9.7 rule, they blocked my funds and it has been 4 days and they do not respond to me or give me a reason, I see it unfair that they want to steal my money, since I have a family and that is my job, so I am seeing it difficult because I was left without a bank, they blocked 1700 that I had but I only want them to return my money which I deposited, it does not matter that they keep the profits and if they want to deduct my profit since I started, but my I can't give them to you because I consulted and they approved it and their system lends itself to that, so I see it as unfair that due to an error or a suspicion on their part it costs me $1,600, because I can see that since they don't respond they want to steal it, and whoever is going through the same thing, we have to report this page, I hope they really help, put your hand on your heart and I hope they respond to me.

Dear giovannigr133,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.  To better understand your situation, I would appreciate it if you could provide some additional details:

• Could you please forward me the communication between you and customer support regarding the withdrawal possibilities in two different currencies? You can send it to my email at [email protected], or alternatively, you may post screenshots here.
• Have you fully completed the wagering of your deposit?
• Has the casino customer support provided any specific reason for blocking your player account, aside from referencing the general 9.7 rule?
• Have you successfully passed the full KYC verification?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good morning, thank you for your help, I already sent you the information by email,

Regarding my account history, I cannot access it because I am blocked, but I wrote to them from another account and asked them if there was a problem and they still respond that there is no problem. I am sending them a screenshot from today's date where I specify my question if there is no problem if I deposit in bolivars and withdraw in crypto.

Regarding the unlocking of the deposit, the last one cannot be completed, because it does not allow me to enter to play at the tables.

In relation to the blockage, they only sent me an email about the famous 9.7 rule and did not specify. I have already written them several emails asking for details and to prove it, obviously, but they still have not responded and I said it was on the 14th but I was checking and I have been blocked since February 12 and up to now I have not received a response.

Regarding the verification, I passed successfully, although after they verified me they sent me the test they do again and after I did it again they told me that my account was duplicated, so I complained to support and then they realized it was their mistake.

Another thing I noticed is that after my case, they stopped accepting deposits in my currency, but I already sent them proof of payments in bolivars that I made.

I'll send you other screenshots

Thank you for your emails and the screenshots. Could you please specify if you made any deposits in Crypto or if you deposited in Bolivars only?

How many times did you deposit into this casino?

Have you made any successful withdrawals from this casino at all?

Hello good afternoon, thank you for your response, in relation to deposits, as I mentioned, I only made deposits in Bolivares, that is why I asked the page if there was any problem in depositing in Bolivares and withdrawing in crypto, for that reason I did not make a deposit in crypto, because with the crypto I exchange it for currency in my country, when I go to the casino to play live Poker, after I finish I go to the bank and they exchange the currency for Bolivares again.

The total deposits on the 1win Page were: 11 times all in Bolivars

The total withdrawal: 5 were successful, which were made effective to me, among those deposits is the money that they do not want to return to me.

Thank you very much, giovannigr133, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hello there,

Thank you giovannigr133 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 was the player's account blocked and winnings confiscated.

Thank you!

Thank you very much for the support of Casino Guro and its representatives Veronika and Peter, now it's time to wait for the response from the 1WIN casino, which today marks 20 days since my blocking and the worst thing is that I still have no response from that casino, without exaggeration and the messages are there, I have sent 17 emails requesting information on the details of the block and to date I have not received a response, really thank you for taking me into account gentlemen.

Good afternoon

The account has been blocked in accordance with Rules 9.7:

In accordance with paragraph 9.7. of the Rules for using the website, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against the bookmaker (multi-account, use of software for automated betting, playing on arbitrage situations if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's game account.

Best regards, 1win team.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Good morning, we already know that, now please we would like to know the details involved in applying that article, in this case the evidence that you may have on my case, thank you.

Good evening, Mr. Peter, I have some doubts that I hope you can help me clarify. I have noticed with concern, reading several cases related to the 1win Casino, where after you ask the aforementioned casino to send an email with the relevant evidence, once it arrives, you have issued several verdicts where the majority are rejecting the case, for this reason the following questions arise for me.

1.- Will I also have access to the information sent by Casino 1win? I ask because as I am presumably the aggrieved party I need to know that there are sufficient elements to block me, because if you respectfully say that there is, there is not enough faith, if I do not look at them exhaustively.

2.- In the case of an alleged casino test, do I have the right to defend myself or allege any reason? For example, I have had cases where either due to human or system error, they have blocked an account with Bodog Casino, when I had a double account with the same personal information and email, consequently I wrote to them that it was a mistake because I didn't even know I had an account there and they responded to me within 24 hours telling me that they would block my account but that they would refund my funds and that is what they did.

3.- I have also noticed that the 1win Casino keeps the deposited funds, I think that is a crime and that is why I ask you, is it legal? I understand that due to a player's fraud they confiscate the winnings that he has generated in the casino, but I do not accept that the casino confiscates your deposit, for example if I deposit $ 100 and I win $ 500, it would be $ 100 + $ 500: $ 600 total, if the casino proves fraud it should remove the $ 500 and return the $ 100, now if you have a balance less than the profit then I support that they take everything to recover your investment, I say this because not even when a crime is committed this type of thing happens.

4.- As I told you, I am a Live and Online Poker player and all the tables I have played have a preventive warning, for example something that happened to me playing in the WPT room, was that I was also playing with an emulator in another club and they sent me a warning that help teams could not be used, so I wrote to them explaining that I opened the emulator to play another poker room, not to cheat or anything like that, but they warned me that there was good faith on their part. What I mean by this is that there was never good faith on the part of 1WIN.

What I also want to remember is that my funds are at stake here. The profit is not that much, because I know that they can take it if they want, but they considered that it would be a crime for them to keep the money without a definitive sentence from a court in this case, since that would be an excuse to keep it for themselves. In addition, I generated a certain Rake for the casino, which would also be all for them.

I give an example to withdraw, if the casino does not return my money it would be 1660 that they would keep, either claiming an error or fraud, so I do not see it as convenient, they will claim that those funds are blocked, but we know that is false.

Sorry for the inconvenience but I would like to clarify those doubts please.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Good afternoon. I hope everyone has a great day. I'd like to know what's happening with my case, please. I also want to let you know that I'm here for anything you need. Thank you.

Dear giovannigr133, In order to proceed with our investigation, I’d like to ask if you happen to know the user who submitted a very similar complaint to yours, which you can find here: http://www.kpvfaw.com/1win-casino-player-s-account-has-been-closed-without-2

We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation. Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

I sent the tests to your email as well, Mr. Peter. When you can, take a look at them and send them to the following email address.

In the third message, I corrected some spelling mistakes in case it is not understood in translation.

Thank you for the clarification giovannigr133, I will review your case internally, and I will keep you updated about any new developments. Thank you for your patience during this time!

Hello giovannigr133,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, good morning, I hope you are all well. I would like to know what happened to my case?

Dear giovannigr133, I apologize for the lack of response as I was out of the office due to an injury. Your issue is still being discussed internally, but I will update you as soon as there are any new developments. Thank you for your patience during this time!

Oh okay, that's too bad Mr. Pete, I hope you're really better and that your injury heals, and well, don't worry, I'm glad to know that you're really paying attention to my case.

Dear giovannigr133, after an internal review, we have decided to investigate further, and I have requested further information from the casino. I will keep you updated about any new developments. Thank you for your patience during this time!

Good morning, that sounds perfect to me. Thank you very much for listening to my case.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Hi, Peter. I hope you're well. Is there any news about my case with 1win Casino? I'll be happy to hear any information. Thank you.

Dear giovannigr133, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear giovannigr133, The casino has provided us with evidence indicating fraudulent activity. While it was already established that you were accused of exploiting a vulnerable currency situation, additional evidence suggests that your poker activity was coordinated with your brother’s. Specifically, it appears that you jointly wagered deposits without engaging in genuine gameplay, resulting in no wins or losses, and subsequently withdrew the funds to benefit from exchange rate fluctuations.

As casinos are not intended to function as currency exchange services, these actions have led to the blocking of your account. Regarding the confiscated funds, the amount withheld corresponds to a commission on funds that were not actively used in gameplay.

In light of this information, we find the casino’s actions to be justified and must therefore reject your complaint.

Thank you for your understanding.

Kind regards,

Peter