One Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

Dear CasinoGuru Team and Community,

I am writing this complaint against One Casino because of their unfair and unexplained actions regarding my account. I have been a regular player there, making multiple deposits over time, and I fully completed the KYC verification process by submitting all required documents, which were approved.

Recently, after successfully wagering a bonus according to their terms and conditions (I followed all the rules without any violations), I requested a withdrawal of €400 from my winnings. Shortly after, my account balance was reset to €0, and my account was permanently blocked. When I contacted their support to ask for an explanation, they simply stated that the account was blocked "without a reason" – this feels like a complete mockery and a scam tactic to avoid paying out winnings.

I have not breached any of their rules: no multiple accounts, no bonus abuse, nothing. Everything was done legitimately, including the bonus turnover as per their guidelines. This happened right after attempting to withdraw, which makes it suspicious and frustrating. I believe this is an attempt to withhold my funds unjustly.

I kindly ask the CasinoGuru team to investigate this matter and help mediate with One Casino to restore my account, return my balance, and process the withdrawal. I can provide any necessary screenshots, transaction history, or communication logs if needed.

Thank you for your assistance.

Best regards,

Pawel ******

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 your complaint. I’m sorry to hear about your negative experience with One 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)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello Tomas,

I would like to correct and clarify my previous information – I simply forgot the exact date because it happened over a year ago.

The truth is:

- I have had an account at One Casino since approximately April 2017

- My account was fully KYC-verified long time ago

- On 10 September 2024 I legitimately won and wagered a bonus, reached ≈ €400 real money balance on slots

- I requested a withdrawal of €400 the same day

- Within a few hours my balance was set to €0 and the account was permanently blocked

- The casino sent me the e-mail (which I forwarded to you) saying the account was closed on 10 September 2024 "in line with T&Cs" and they refuse to give any reason

- I never breached any rules (no bonus abuse, no max bet violation, no multiple accounts, etc.)

Because more than a year passed and I didn’t know about CasinoGuru back then, I simply stopped playing there. Only recently I discovered your website and decided to file the complaint.

Thanks for your reply and the information provided.

We’re sorry, but we are unable to assist you with your request further. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to close 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 problems with any online 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.