1win Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

1win withholding ₹50,000 via deliberate KYC technical block (Account ID: 340443451)

I have a balance of ₹50,000 in my 1win account (ID: 340443451). My account is NOT blocked, and I can login, but the casino is refusing to let me verify my identity to withdraw my funds.

Key Points of Dispute:

KYC Technical Block: The verification page shows a "KYCAID SERVICE FAILURE" error. Support has been notified multiple times but refuses to reset the page.

False Application of Clause 13.6: Support claims this is a "backup account" and refused to unblock the verification. However, my previous account was PERMANENTLY CLOSED before this one was used.

Security Breach & Phishing: I received a phishing email on my OLD registered email address asking for my password. 1win support confirmed it's not from them, which proves my personal data is at risk while they keep my funds stuck.

​Requested Resolution:

I request Casino Guru to compel 1win to reset the KYC/Verification page for ID 340443451 so I can complete my verification and withdraw my ₹50,000 balance.

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 Ashis1991,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the KYC verification process and accessing your funds.

Before we proceed and contact the casino, I would like to clarify a few points to better understand the situation:

• You mentioned that your previous account was permanently closed — could you please confirm when this happened and the reason given for that closure (for example: request from you, responsible gambling, duplicate account notice, inactivity, etc.)?
• Did you receive any official confirmation in writing from 1win that your old account was closed permanently before you created or used the current one (ID 340443451)?
• Could you confirm whether you have ever used the same device, IP address, phone number, or payment method on both accounts, or are all details different?

Since there is also a possible phishing attempt involved, we would like to review the message you received. Could you please forward the screenshot or the full phishing email to petronela.k@casino.guru so we can verify the details and attach it to the complaint file?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

To further clarify your questions about the device and account details:

New Device & Email: I am using a new mobile device for this account (ID 340443451). I also registered this account with a new email address to ensure a fresh start after I personally requested the closure of my previous account.

Old Account Closure: As shown in the screenshots I forwarded to your email, my old account (ID 12129109) was officially blocked/closed by 1win upon my request.

Phishing Attempt: I have also forwarded the phishing email (from agent1winofficial@gmail.com) which I received on my old email, proving there were security concerns.

The Contradiction: 1win’s public statement on Trustpilot saying 'no verification is required' and 'no restrictions' on ID 340443451 completely contradicts the 'KYC AID SERVICE FAILURE' I am seeing on my screen.

Since I am using a different device and the old account was closed officially, there is no reason for 1win to block my ₹50,000 withdrawal.

Best regards,

Ashis

Hi Ashis1991,

Thank you for your message.

To clarify, stating that the account was closed "upon your request" does not, by itself, explain the situation. In order for us to properly assess whether the current account and withdrawal should be allowed, we need to understand the specific reason why you requested the closure of your previous account.

• Please let us know what prompted you to request the account closure (for example: personal decision, security concerns, responsible gambling, dissatisfaction with the casino, or another reason). This information is important because different closure reasons can carry different consequences under the casino’s Terms and Conditions.

Thank you in advance for your clarification.

Hi Petronela,

Thank you for the update. To clarify, I requested the closure of my previous account due to personal security concerns and a general dissatisfaction with the support at that time. It was a personal decision to start fresh, and it was NOT related to gambling addiction or 'Responsible Gambling' issues.

Most importantly, before opening this new account, I explicitly asked 1win support if I could do so. They assured me that since my old account was closed, I could open a new one. I have already provided the screenshot where they mentioned 'verification is not required' and 'everything is fine' on Trustpilot. My intention was never to bypass any rules, and I only deposited my hard-earned money (₹50,000) after their green signal.

I hope this clarifies my position. I just want my verified balance back as I followed their instructions throughout.

Hi Petronela,

Thank you for the update. To clarify, I requested the closure of my previous account due to personal security concerns and a general dissatisfaction with the support at that time. It was a personal decision to start fresh, and it was NOT related to gambling addiction or 'Responsible Gambling' issues.

Most importantly, before opening this new account, I explicitly asked 1win support if I could do so. They assured me that since my old account was closed, I could open a new one. I have already provided the screenshot where they mentioned 'verification is not required' and 'everything is fine' on Trustpilot. My intention was never to bypass any rules, and I only deposited my hard-earned money (₹50,000) after their green signal.

I hope this clarifies my position. I just want my verified balance back as I followed their instructions throughout.

I am also attaching the email I sent to 1win on 24th Dec, where I clearly mentioned that I wanted to deactivate my old account to proceed with a new one. This proves I was transparent about my intention from the start.

Hi Ashis1991,

Thank you for your detailed reply and for the additional explanations. I’m sorry for replying only now and for the one-week delay in getting back to you.

Thank you for clarifying the reason why you requested the closure of your previous account and for confirming that it was not related to responsible gambling.

Before we proceed further, I would like to clarify two important points:

Account credentials

• Could you please confirm whether you used any of the same credentials on both accounts, such as the same identity documents, or personal details?

Proof of casino’s approval

• You mentioned that 1win support allowed you to open a new account after the old one was closed. However, I was unable to find a clear, direct confirmation stating that you were explicitly permitted to open and use a second account.
• If you have any written confirmation (email, live chat transcript, or message from support) that clearly confirms this approval, please forward it to petronela.k@casino.guru so we can include it in our assessment.

Additionally, I strongly recommend that you do not place any further bets or deposits, even if your account remains accessible, until this issue is fully resolved. Continuing to play could further complicate the situation and negatively affect the outcome of the complaint.

Once we have your clarification and any supporting evidence, we will review the case again and determine the most appropriate next steps.

Hi Petronela, Ma'am 🙏

To clarify, I am re-attaching the evidence that proves I followed the rules:

Account Credentials: I used my real name (Ashis Kumar Tiwary) and documents on both accounts. No identity was hidden.

Proof of Closure: On Dec 24, 2025, I requested to close my old account (ID 12129109). 1win Security replied: 'Your game account is completely blocked' on the same day.

Transparency: After they confirmed the old account was blocked, I created the new one and proactively informed them on Dec 25, 2025, about my new account (ID 340443451).

They accepted my deposits and allowed me to play after this disclosure. Now they are using a 'Technical Error' to block my ₹50,000. Please review the a

ttached proofs.

Hi Ashis1991,

Thank you for the clarification and for the documents provided.

However, I need to pause here and clarify something important, because this significantly changes the context of the case.

You have now confirmed that:

• your first account was permanently closed at your own self-exclusion request, and
• you opened a new account the very next day.

Before we can proceed any further, I need you to clearly answer the following two questions:

Source of the ₹50,000 balance

Please confirm:

• Did the ₹50,000 balance come entirely from your own real-money deposits, or n was any part of it generated using a bonus, free bet, cashback, or promotion?
• How much did you actually deposit on the second account (exact amount)

Please understand that we need absolute clarity and consistency at this stage in order to have solid arguments when dealing with the casino.

Hi Petronela,

Thank you for your response. I understand the sensitivity of 'Self-Exclusion,' and I want to provide absolute clarity:

Source of Funds: I confirm that the entire ₹50,000 balance comes exclusively from my own real-money deposits. No part of it was generated using any bonus, free bets, or promotions. I deposited exactly ₹50,000 via PhonePe/Bank Transfer.

Reason for Self-Exclusion: My request to close the first account was NOT due to gambling addiction or a loss of control. I wanted to close that specific ID because of technical glitches I was facing in the app, and I wanted a fresh start with a new account.

Good Faith: I proactively informed 1win about my new account the very next day (Dec 25). If I were trying to bypass rules, I wouldn't have used my real documents and informed them myself.

Since this is 100% my own deposited capital and I have not even started playing or using bonuses, I request your help in getting my deposit back.

Attached are the deposit receipts for the second account for your review.

Update: 1win replied to my Trustpilot review and they are now asking me to wager (gamble) my entire ₹50,000 deposit before I can withdraw.

I want to highlight that my KYC section still shows a 'Technical Error' and they are not verifying my documents. My question is: How can I be expected to gamble on an unverified account? If I play without verification, they will likely block me again later or refuse to pay.

This feels like a trap to make me lose my money. I have not placed a single bet and I want a full refund of my deposit to the original source. Please help.

Hi Petronela,

I just received an email from 1win support. They are still giving the same vague answer, asking me to 'wait shortly' for verification, while distracting me with deposit success details which were never the issue.

It has been nearly 3 weeks since Dec 24, and they keep using the same 'technical error' and 'wait' excuse. They are clearly trying to delay the process further. Please ask them for a specific timeline for when this 'technical error' will be fixed.

Hello Ashis1991,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I am shocked and extremely disappointed. Delaying my case for another 7 days just because of a vacation is totally unfair. My ₹50,000 is stuck, and 1win is clearly exploiting these delays.

I demand the following:

Assign a New Resolver: If Petronela is away, another team member must take over immediately. My money shouldn't be held hostage by someone's holiday.

Blacklist 1win: This casino is intentionally stalling. If they cannot verify a simple deposit in weeks, they deserve to be Blacklisted and their Safety Index must be dropped to the lowest level.

Stop Supporting Delay Tactics: By extending this timer, you are helping 1win more than me. I am under severe mental stress.

I expect an immediate response from a backup administrator. I will not accept another week of silence.

Hi Ashis1991,

I understand that this situation is frustrating, and I ask for your patience while I clarify the current status and next steps.

I am now back from my vacation and will continue handling your complaint personally. No new resolver will be assigned, as I am already fully familiar with the details of your case, and changing resolvers would not accelerate or improve the outcome.

I would also like to clarify that no adjustment to the casino’s Safety Index is warranted at this stage. Such changes are based on confirmed, systemic issues and objective findings, not on dissatisfaction with timelines or ongoing investigations.

Regarding your deposit and withdrawal expectations, it is important to understand the following:

• Wagering the deposited amount for AML (Anti-Money Laundering) purposes is a standard and legitimate requirement. Casinos are generally not obligated to allow immediate withdrawal of deposited funds without any wagering activity.
• While I understand your concern about the KYC section showing a technical error, please note that KYC verification is typically triggered or finalized at the withdrawal stage, not necessarily at the moment of deposit. This, in itself, does not automatically entitle a player to a refund.

Most importantly, I must address the key context of this case:

You confirmed self-exclusion on your first account, and then opened a new account the following day. This significantly changes the situation. This is not a scenario where we need to urgently "save" a player from an ongoing self-exclusion breach by the casino. Rather, it raises legitimate questions about account duplication and compliance, which the casino is entitled to review carefully.

Because of this, delays related to internal checks, AML, and account verification are not unusual and do not automatically indicate misconduct or stalling.

I appreciate that you are under stress, but demands for immediate action, reassignment, or punitive measures against the casino will not help move the case forward.

• I would like to check in and ask whether there have been any new developments since our last communication.
• Specifically, please let me know if you have received any further updates from the casino regarding the account review, KYC status, or withdrawal conditions.

Dear Ashis1991,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru