1win Casino - Player claims wrongful account suspension.

Hi My account ID 41****62 is blocked without any valid reason. I have passed KYC . I received this mail from Security Department.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account has been blocked and cannot be restored.

I never violated these rules and unable to understand why they blocked my account. Need Help with this ASAP and I want my deposited amount back.

Regards

Hello statusaddacontact,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much was your real money balance when your account got closed? When was the last time you spoke to the casino and what was it about? Did they specify what exactly did you breach by that term?

Looking forward to your answer.

Regards,

Nick

They asked for documents and I sent all the required documents about a months ago . Now they send me a mail that I violated a terms under clause 9.7 multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.

My balance was ₹3030 when it got blocked. I continuously try to contact the team but got no response.

Hello statusaddacontact,

Could you please advise if you do own more than 1 account in this casino or if anybody else in your household owns an account there?

Would it be possible to forward your communication with the casino to nikolas.b@casino.guru?

I don't have more than 1 account on 1win.

I live in an Engineering College Hostel and sometimes I use Wi-fi of the college. Maybe this is the mistake but this can not be A Fraud or Multiple accounts Error.

Need Help Regarding This.

Hello statusaddacontact,

Could you please forward the communication between you and the casino which I did request in my previous post?

Dear statusaddacontact,

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.

Mail sent to nikolas.b@casino.guru

Thank you statusaddacontact for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello statusaddacontact,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear statusaddacontact,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by having multiple accounts where the same payment method has been used for depositing.

The casino acted correctly and within its terms and conditions.

Sorry, we could not help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, 1win Casino, for providing the information and your cooperation.

Best regards,

Tomas