1win Casino - Ο λογαριασμός του παίκτη κλείνει μετά τη νίκη.

I am writing this complaint because I feel betrayed and frustrated by a casino I believed stands for fairness. I recently got to verify my account with the platform. Yesterday on 15th Jan 2026,just after playing on the casino and got lucky to win I requested a withdrawal. Normally they process withdrawals within an hour which is a very good thing and reason why I chose them. But this time I notice it's taking longer, only to try and login and get a user blocked popup.Mind you I have been playing there for quite some time, I had just been promoted to a VIP actually.Last week I had lost a lot in the casino,this week I started off well and had made some small profits but then I get that my account has been blocked. I read their terms and conditions very well and made sure I followed to the letter.They make me a ViP then the next day they close my account?? Doesn't make sense to me. They are still holding my money and I can't even get a screenshot of the account since I cannot be able to login. I wish they treated me the way they did when I lost a lot in their casino cause this is not fair. As a VIP I also expected maybe a notice or even a warning if I did anything wrong. They closed the account and I had to reach out to them first then that's when they send me that email.

I just want my money back, and I would like like some clarification as to why you would make me a VIP after losing so much then when I start winning you close my account.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

I have been a player for like a month, but very active , my account was blocked yesterday 15th January 2025

I have been playing live casinos,aviator,

And no I did not achieve my balance using bonus

Hi I'm still waiting for any feedback from this case. My funds are still stuck there and they are not replying to any of my emails.

I don't think such a big casino should with hold customers funds with no valid reason, and then go quite on their customers. Please kindly assist so I can get my funds back

Hello Jacky20,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Can anyone else work on my case please?

Cause how long do I have to wait for Thomas

Hello Jacky20,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jacky20,

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, Jana ([email protected]). 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,

Tomas