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I am filing a complaint against 1win Casino for withholding my withdrawal of INR 250,000.

My casino account ID is [hidden by Casino Guru]. I deposited a total of INR 250,000 via UPI. I won and my balance reached INR 470,000. I tried to withdraw but my withdrawal is being continuously rejected and my account is now restricted.

I have completed KYC and provided all documents including PAN and bank statement, but support is not responding properly and asking for repetitive documents. This is my own money and I have not violated any terms.

I request Casino Guru team to intervene and help me get my full withdrawal of INR 250,000 processed to my original payment method. I have all deposit proofs and screenshots available.

Thank you.

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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.

• Have any of your documents been reviewed and approved by the casino’s relevant department?
• When was the last time you submitted any identity documents to the casino, and which documents did you provide?
• When was the last time the casino’s customer support communicated with you regarding the status of your verification?
• What types of games did you play to accumulate the winnings you are trying to withdraw?

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

Dear Vikassonwani,

Thank you for your detailed response and for providing further information about your complaint.

I understand that you have been playing at 1win casino for a significant period of time and lost a lot of funds. However, this does not establish that you are entitled to any specific VIP benefits, such as a personal VIP manager, cashback, bonuses, or compensation for your gambling losses.

Casino Guru does not mediate disputes concerning discretionary VIP benefits or personalised offers. A casino is not generally obliged to provide VIP cashback, compensation, a personal manager, or other complimentary benefits simply because a player has a VIP status or has incurred significant losses.

The fact that your account displays a VIP badge does not necessarily mean that the casino is required to provide every benefit that may be associated with VIP players. Eligibility for particular benefits may depend on the casino's internal VIP programme, criteria, or individual offers.

Similarly, your losses of more than INR 250,000 do not create an entitlement to cashback or compensation. Gambling losses are not, in themselves, a basis for requiring a casino to refund or compensate a player.

If you have evidence of a specific, generally applicable VIP promotion or contractual term stating that you were entitled to a particular cashback or other benefit, you may provide it, and we can review whether there is a specific term that the casino has failed to honour. However, based on the information provided so far, we do not see grounds for requiring 1win to assign you a VIP manager or provide cashback or compensation for your losses.

For these reasons, we are unable to assist with the requested VIP benefits and will close this complaint.

Best regards,

Veronika