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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Could you tell me which games you focus on: slots, live casino, sports betting, etc.?

Casino and electronic games.

Did you go through verification before losing access to the account?

Yes, the account was fully verified and was blocked after verification.

Did you accumulate your winnings with or without an active bonus?

I didn't use any bonuses.

I hope we can help you solve this problem as soon as possible.

Thank you in advance for your reply.

After my account was verified, I made a withdrawal and then my account was blocked.

Sincerely,

Thanks Átila

Poderia me informar em quais jogos você se concentrou: caça-níqueis, cassino ao vivo, apostas esportivas, etc.?

Cassino e jogos eletrônicos.

Você passou pela verificação antes de perder o acesso à conta?

Sim a conta estava totalmente verificada e foi bloqueada após a verificação.

Você acumulou seus ganhos com ou sem um bônus ativo?

Não usei bônus algum.

Espero que possamos ajudá-lo(a) a resolver esse problema o mais rápido possível.

Agradeço antecipadamente pela sua resposta.

Após ter minha conta verificada efetuei um saque e logo seguida já tive a conta bloqueada.

Atenciosamente,

Agradeço Átila

Thank you very much for your reply. Is there a possibility that you have opened multiple accounts at 1win Casino? Alternatively, is there any chance that someone from your household or using the same IP also created an account at this casino?

Thank you in advance for your response.

Thank you very much for your reply. Is it possible that you have opened several accounts at 1win Casino? Or has someone from your household or using the same IP address also created an account at this casino?

Thank you in advance for your reply.

Good afternoon Attila!

I've only opened one account in my name at 1WIN, and I'm the only one who uses the account, there's no way anyone else could have used it, so in short, it's impossible for someone else to use my account on the same IP address.

Muito obrigado pela sua resposta. Existe a possibilidade de você ter aberto várias contas no 1win Casino? Ou será que alguém da sua casa ou que utilize o mesmo endereço IP também criou uma conta neste cassino?

Agradeço antecipadamente sua resposta.

Boa tarde Attila!

Abri apenas uma conta no meu nome na 1WIN, e apenas eu que uso a conta não tem como outra pessoa ter usado, então resumindo impossível alguém usar a minha conta no mesmo IP.

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, Peter (peter.c@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,

Attila

Hello there,

Thank you Wesley395 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 the player's account was closed and what we can do to help resolve this issue.

Thank you!

I look forward to your explanation 1win Casino thank you " target="_blank" rel="nofollow ugc noopener noreferrer"> peter.c@casino.guru thank you

Estou no aguardo da explicação 1win Casino obrigado  peter.c@casino.guru grato

Hello!

We have carefully reviewed your account in line with our internal security and compliance procedures. Following a full assessment of the available information, a violation of the Platform Terms of Use has been identified, which has led to restrictions being applied to your account.

At this stage, we are continuing to gather the relevant details. We kindly ask for a little more time while this process is being completed.

Dear all,

I look forward to a detailed response from 1win Casino, especially with the presentation of the grounds and evidence that justified the blocking of the account.

I reiterate my willingness to provide any further clarification that may be necessary peter.c@casino.guru.

Sincerely

[redacted by Casino Guru]

Prezados,

Permaneço no aguardo de uma resposta detalhada por parte do 1win Casino, especialmente com a apresentação dos fundamentos e evidências que justificaram o bloqueio da conta.

Reitero minha total disponibilidade para colaborar com qualquer esclarecimento adicional que se faça necessário peter.c@casino.guru.

Atenciosamente

[redacted by Casino Guru]

Hello.

We have sent all the information we have regarding your inquiry to the moderator's email address. Please check your email and let us know if you need any additional information or assistance. Thank you for your attention to this matter.

I look forward to your explanation thank you " target="_blank" rel="nofollow ugc noopener noreferrer"> peter.c@casino.guru thank you

Estou no aguardo da explicação obrigado peter.c@casino.guru grato

Any positions? " target="_blank" rel="nofollow ugc noopener noreferrer"> peter.c@casino.guru???

1win Casino hasn't commented yet ???

Alguma posição??  peter.c@casino.guru ???

1win Casino não se pronunciou ainda???

Thank you for providing me with the information 1win Casino representative. I have responded to your email and I await your reply!

Dear Wesley395, I will keep you updated about any new developments. Thank you for your patience during this time!

I look forward to seeing you " target="_blank" rel="nofollow ugc noopener noreferrer"> peter.c@casino.guru

Estou no aguardo  peter.c@casino.guru

Hello!

We’ve already requested the information from the relevant team, but we’re still waiting for the update from their side.

We’ll get back to you as soon as we receive the details. We sincerely apologize for the long wait.

I look forward to your explanation 1win Casino thank you " rel="noopener noreferrer" target="_blank"> peter.c@casino.guru thank you

Sincerely

W***

Estou no aguardo da explicação 1win Casino obrigado peter.c@casino.guru grato

Atenciosamente

W***

How is my case " target="_blank" rel="nofollow ugc noopener noreferrer"> peter.c@casino.guru? No resolution and no justification from 1win Casino?

More than a week without a reply!

Como está o meu caso peter.c@casino.guru? Nada de resolução e nada de justificativa da 1win Casino?

mais de uma semana sem resposta!

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 evening " target="_blank" rel="nofollow ugc noopener noreferrer"> kristina.s@casino.guru!

So far 1win Casino hasn't commented because they don't have enough evidence to withhold my winnings and balance! Then it gets difficult and you'll close the case and I'll lose out, right???

Boa noite kristina.s@casino.guru!

Até agora a 1win Casino não se pronunciou porque não tem provas contundentes suficientes para reter os meus ganhos e saldo! Aí fica difícil aí vc vai encerrar a caso e eu vou ficar no prejuízo certo???

Dear Peter,

We have sent the details related to this complaint to your email.

Please review them at your convenience.

Dear Wesley395,

My name is Igor, and I will take over this complaint from my colleague Peter. I will be assisting you with your case..

I am sorry to hear about your problem with the 1win Casino and I hope that together we will come to a successful resolution of your issue.

Dear 1win Casino,

Could you please specify what "ClientID" represents and how it works in your system?

Thank you in advance for your cooperation.

Good morning Igor!

I'm still waiting for a clear explanation of the winnings and capital that have been withheld from my account

Casino 1win.

Bom-dia Igor!

Sigo aguardando explicações contundentes sobre os ganhos e o capital que estão retidos na minha conta

Cassino 1win.

Dear Igor,

ClientID is a unique identifier — a digital fingerprint of the device or browser within the system — that allows the system to determine the characteristics of the device used for authentication.

Sincerely, the 1win team.

Dear 1win Casino,

I have contacted you at pro.support@1win.pro.

Please review my email and reply at your earliest convenience.

Dear Igor,

We kindly ask you to contact us via reputation@1win.care and forward the information you previously sent. This will help us review the request faster and continue communication with you directly regarding the situation.

Thank you for your cooperation and understanding.

Hello,

Thank you for your quick reply.

I have sent an additional email to the above-mentioned email address.

Good evening. How’s my case coming along?? This has been dragging on for way too long, Igor!!

I need a clear answer—there’s no reason to hold onto my money without giving me a solid explanation!

I need you to resolve my case.

Boa noite como está o meu caso?? Faz muito tempo que está enrolado isso Igor!!

Preciso de uma posição não tem cabimento prender o meu dinheiro e não me dar uma justificativa contundente!

Preciso que resolvam meu caso

Hello!

At the moment, we are clarifying the details regarding the additional questions you raised. The relevant team is already reviewing the information so we can provide you with a complete and accurate update.

As soon as we receive the necessary details, we will get back to you with further feedback.

Dear 1win Casino,

Thank you very much for your update.

Please reply at your convenience.

Hello!

We are currently clarifying the details regarding the additional questions you raised. The team in charge is already reviewing the information so that we can provide you with a complete and accurate update.

As soon as we receive the necessary details, we’ll get in touch with you to provide more information!!!!

All this time and still no explanation?? Is it really that hard, Igor?

Olá!

Neste momento, estamos esclarecendo os detalhes referentes às perguntas adicionais que você levantou. A equipe responsável já está analisando as informações para que possamos fornecer uma atualização completa e precisa.

Assim que recebermos os detalhes necessários, entraremos em contato com você para dar mais informações!!!!

Todo esse tempo e ainda não tem uma justificativa?? Tá difícil assim Igor

Dear Igor,

We have sent the information related to this complaint to your email.

Please review it at your convenience.

Dear Wesley395,

After a thorough review of the evidence provided by the casino, I have concluded that they have provided sufficient evidence of multiple accounts being used from the same device.

Since the evidence is of a sensitive nature and includes information from the casino’s internal systems, I am unable to share any further details.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor