1win Casino - Jogador relata perda de ganhos.

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you currently don't have any remaining balance in your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your response. Here are the answers to your questions to clarify the situation:

* Regarding the balance and bonus: There was no active bonus on my account when these winnings were accumulated. My account was blocked, and after it was unblocked, the entire amount had been removed and deleted.

* Regarding the games: I was focused on slots.

* Regarding the support: The 1win team provided two different reasons for this issue, but neither of them was justified or based on any solid proof.

I hope this helps you move forward with the investigation. Looking forward to your help.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Xeyal_yasar1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina

We’ve reopened this complaint at the request of Xeyal_yasar1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please provide any updates since your last message?

Hello Kristina,

Thank you for reopening my complaint and for continuing to assist me.

Unfortunately, the situation has still not been resolved. My 1win account was blocked and later unblocked, but approximately 5,300 AZN in my balance/winnings was not returned. 1win has not provided me with clear evidence explaining where these funds went. They only referred to a "provider/software error."

I kindly ask you to continue investigating this matter and request from 1win clear evidence and a detailed explanation for the missing funds.

The issue remains unresolved, and I would appreciate your help in reaching a fair resolution.

Best regards, Heyal_yasar1

Hello Kristina,

Thank you for reopening my complaint and continuing to assist me.

Unfortunately, the issue is still not resolved. 1win told me that there was a system error and that my winnings were cancelled because the winnings were allegedly not actually accepted by the system. However, I have not been provided with any technical evidence, provider report, game history, or other clear proof confirming this explanation.

My account was later unblocked, but the missing funds, approximately 5,300 AZN, were not returned to me.

I kindly ask you to request clear evidence from 1win regarding the alleged system error and the cancellation of my winnings.

If 1win is unable or unwilling to return the full amount, I kindly ask that at least a portion of the missing funds be paid to me as compensation. I would sincerely appreciate any fair partial compensation, as my main concern is that this case does not remain unresolved.

Thank you for your help and for giving this case another chance to reach a fair resolution.

Best regards,

Heyal_yasar1

Thank you very much for your reply, Xeyal_yasar1. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.