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Complaint regarding account ban for "Fraudulent Activity" – 1win – [342335762]

To the Casino Guru Complaint Team,

​I am writing to formally lodge a complaint against 1win Casino regarding the permanent suspension of my account. My account was banned under the allegation of "fraudulent activity," a claim I strongly dispute as I have strictly adhered to the platform's terms and conditions.

​Account Details:

​Casino: 1win

​Username/Player ID: [hidden by Casino Guru]

​Account Status: Fully KYC Verified

​Date of Ban: Dec 29, 2025

​Reason for Appeal:

​KYC Compliance: My account is fully verified. I have submitted all requested identification documents, and they were accepted by the 1win security team prior to this ban.

​Lack of Transparency: The casino has not provided any specific details or evidence regarding what "fraudulent activity" I am accused of. I have not received any prior warnings or explanations.

​Fair Play: I have not used any prohibited software, engaged in arbitrage, or utilized multiple accounts. My gameplay has been fair and consistent with the site's rules.

​Balance Withheld: Due to this sudden ban, I am currently unable to access my funds totaling ETB 19,000

​Desired Outcome:

I am seeking a full review of my case. I would like 1win to provide evidence of the alleged fraud or, in the absence of such evidence, to reinstate my account and allow me to withdraw my remaining balance.

​I have attached screenshots of my verification status and the ban notification I received. Thank you for your time and for assisting in this matter.

​Sincerely,

​Natnael T.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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.

I primarily played JetX by Smartsoft Gaming. This is a casino/instant-win game. I did not place any sports bets or play live casino games.

I accumulated my winnings without using any bonuses. All gameplay was conducted using my own deposited funds.

No, I have not made any successful withdrawals prior to this incident.

No. I am the only person in my household who uses 1win or any online casino platforms. To my knowledge, no one else has used my IP address to create an account.

Thank you for reaching me Veronika

Dear ntwae

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear ntwae,

I am so sorry to hear about your problem with the 1win Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello.

Thank you for bringing this matter to our attention. After reviewing your case, we would like to inform you that your account was suspended due to a violation of section 9.7 of our Terms and Conditions, which states that if a player engages in fraudulent activities such as multi-accounting, using automated betting software, arbitrage betting, or abusing loyalty programs, the company reserves the right to take action against such behavior.

We take our rules seriously and expect our players to adhere to them. As a result, we do not make decisions without a solid basis.

Dear 1win Casino,

Could you please share the details and evidence regarding this case with me?

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Thank you.

Hello.

We have sent the requested evidence to the email address you provided. Please review the email at your convenience.

Hello everyone,

I would like to inform you that the communication with the casino is currently taking place outside of this thread.

I have requested further details and explanation from the casino.

Hello!

We have sent a response to you via email. Please check your inbox for further details.

Hello everyone,

Apologies that the communication with the casino is taking place outside of this thread, and I have not been able to share any information with you so far.

However, I had to request further evidence from the casino.

I will inform you once there is any news to share.

Hello!

On January 17th, we sent you an email with the evidence, but we still haven't received a response. We are waiting for your reaction as a sign that the message has been received.

Dear 1win Casino,

I replied to your original email on 19/1.

Additionally, I have just sent you a separate email with further information.

Please let me know whether you have received it. Thank you.

Hello!

Thank you for your response. We have received your email and are in the process of gathering the requested details. We kindly ask for a little more time to provide the information you’ve requested, and we truly appreciate your patience.

Dear 1win Casino,

Thank you for your response.

Please reply when there is any update regarding this complaint.

Hello!

We have just sent you a follow-up email. If there is any further information that we can provide, please let us know.

Dear ntwae,

Could you please let me know if there is any possibility that the device you used to access the casino may have also been used by someone else?

Additionally, do you recall whether you used just one device or multiple devices?

Dear ntwae,

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,
Igor
Casino.Guru