Dear user, I feel we have a bit of confusion here. Let me help you out clarify a few things:

We are not casino support, and we are not casino employees. Thus, it's impossible for us to check anyone's casino profile or gaming history. It would be, however, pretty strange if the casino would allow a private company access to its system, don't you think? Hence, have no relation to 1win support.

So, let's start with basics, please. None of the forum administrators know what you know regarding your issue, so please take some time to explain full details if you are interested if further discussion. Is that ok for you?

To me, if I may, it makes sense the casinos, or its payment provider needs some time to fix ther problem. If you aready know your withdrawal is delayd due to payment system error, I would expect casino to update once the situation has been resolved. Under such circumstances, I imagine they have little to add until something changes.

Please clarify what you mean by "your account is in normal status"? For example, I assume that it is available without any limitations.

As you can see in the review, this casino is committing a big scam to Koreans.

They only receive a deposit.

Hi!

what review do you have in mind, please? I just spotted your complaint,, which is available to all right here ????

It says "the withdrawal has been delayed for a month." I imagine it must be extremely exhausting. So, in order to help you the best way possible, please respond to the complaint once you're ready. The initial phase always consists of gathering all relevant information; hence, it could not be done without you. ??

We will be happy to read your ideas and feedback on the forum as well.

My withdrawal has been delayed for over 70 days to be exact. I can access to my account and I can play deposit and games, but no casino employees reply to my email.

This company looks like all of its employees have run away already

That's unbelivable! Well, we are so happy you found this forum and lodged the complaint. In the best manner I'm capable of, the casino should be ready to provide a very good explanation. Honestly, such a delay combined with complete ignoration is most likely very hard to justify. Let's see what comes next. At least you have our full attention here; don't worry.

So it was obviously necessary to wait until all the technical issues were resolved as I see it. I'm glad you got the money and there was no need to worry further. 

Anyway, do you think you will continue to play here despite this experience? ??

Id:85322318

My account on the 1win website has been closed for no reason. My account contains more than 2,400,000 Egyptian pounds. I cannot log in to my account and withdraw my money. When I log in, it tells me that your account has been blocked. Contact support. I contacted the security department since the 27th. Last August, I submitted all the required files, and so far I have not received a response, noting that the maximum period for a response is 30 days. Now more than 50 days have passed.

Greetings, I was going to recommend you a complaint right away but I see that you have already managed to get a new one here which is great.

What's not great is how the casino is taking the whole situation and ignoring you. I can't imagine what could be behind not getting a response in 50 days, that's too much for me. Did you try to check the spam box and so on to see if something was accidentally left there? 

I have also heard from the complaint that you have successfully completed the verification, so I would be quite interested to know what is behind the fact that you have not received anything relevant answer yet. Our team will try to do that as well and see if we can help.

As much as I hate to say it, we will have to be patient for further development and see where we get to.

I hope everything will be solved in a good way. 

Thank you very much

I already checked the spam box in my email, there is nothing, and I tried to contact them many times but there is no response. I think this is because there is a lot of money in the account.

Yes, it is something that is certainly unpleasant if you don't know anything for so long. I would imagine for that amount of money that the investigation could be of your gameplay but that's just my guess, it would be best to know from them. But if they can't get back to you for so long, then I would see the light at the end of the tunnel in the complaint. I hope our team manages to contact the casino and that they reply and shed light on the whole situation. 

Good day, please I do not know if this is the right place to make this complaint but I have been searching for a means to be helped and I was told Casino Guru can help me, please 1win blocked my account unfairly, saying I violated their rules which I did not. My account has been placed under verification previously and it was successful, all my withdrawals paid, then after a month it was placed under verification again but this time it was blocked, all the money in my account is gone as I do not have access to my account

Hi there.

Don't worry, you've found the correct place. As far as I can see, the complaint has been reviewed and accepted, so, for now, please provide all relevant details you have available. No need to wait for a specific request; just send everything that is somehow related to the previously made verification as well as to the current issue with the voided account balance. If I'm to guess, it seems the casino has found out some similarities, most likely with other accounts, during the second or, better said, "additional" verification.

Do you have any clue of what might have gone wrong, please? Guessing is one thing, but I would expect some details provided by the casino worker. Do you have any?

Good evening ma’am, I can provide anything required to defend my case, please just tell me what you need me to provide, all I can send is screenshots of every single mail they have sent me and all that I have sent them, I can send all those screenshots here. Should I do that? Please reply me

There is no need to send anything to us. Just please wait for the timer on your complaint, and your resolver will post another reply telling you what to do next.

We are glad that you were able to submit the complaint here and our team will do their best to solve it.

May I just ask what they accused you of, please? You were talking about some violation of the rules.??

I’m sending you the mail they sent to me, then I’ll send you the clause.

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account [email protected] and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account [email protected] has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Clause 9.7

9.7. If a betting participant commits fraudulent actions against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the betting account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to the right to stop such fraudulent activities by:

cancellation of bets;

closing the account of the bettor with the return of funds deposited to the account as a deposit;

appeals to law enforcement agencies on the fact of committing fraudulent actions by such a bettor.

I did not violate these rules here, 1win wrongly blocked my account.

It's always hard to guess what made the casio use such a rule against the player. Thus, if you are not aware of anything that could possibly bring you under suspicion of fraud, I would consider giving the complaint enough time to provide more details. I would expect the casino to come up with evidence supporting their claim. This is the ineviable part of the complaint process anyway.

Has perhaps anything unusual occurred while you play there? What games did you play? I fear we have to wait for the complaint to develop further.

A pretty good casino. I've been playing for several months and I haven't had any serious problems.

Un casino bastante bueno. Llevo jugando varios meses y no he tenido problemas serios