The player from Argentina had been waiting for a withdrawal when his account was surprisingly blocked after he submitted KYC documents. There were almost $700 pending. The player admitted to having multiple accounts with the casino, which was a violation of the casino's terms and conditions. Despite the player's argument that he did not abuse the system, we had rejected the complaint due to the player's breach of the casino's rules.
1win Casino - Player experiences account closure during withdrawal.
Amount: $6,490,000 ARS
1win Casino
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I've been waiting for my withdrawal for days, today when I tried to log in, I found my account is blocked
I submitted what they asked for the KYC yesterday and they blocked me today, I have almost $700 in there. I need help
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11 months ago
Dear CarreraSebastian,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you received any email from the casino as to why your account was blocked? Is your account blocked only temporarily or permanently?
Could you please confirm if you successfully passed the KYC verification?
Have you accumulated 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 in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
good morning
If they say that the terms and conditions violate point 9.7, fraudulent actions.
The account was permanently blocked
I had sent the requested data to do the KYC, but the next day after sending it they sent me the email that they had blocked me (attached photo)
the winnings were without bonus
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10 months ago
Thank you very much, CarreraSebastian, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello, CarreraSebastian!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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10 months ago
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.
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10 months ago
Translation
Good afternoon
The account was blocked in accordance with clause 9.7 of the rules:
In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent activities by canceling bets and closing the bettor’s gaming account.
Best regards, 1win team.
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10 months ago
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.
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10 months ago
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Good afternoon
Sent evidence by email. Look here please.
Best regards, 1win team.
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10 months ago
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I have multiple accounts yes, but I don't abuse the system or anything. I want my money, block me if you want, I'm just looking for my money
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10 months ago
CarreraSebastian, unfortunately for you, having multiple is prohibited in all online casinos and is widely considered an unfair practice, by us as well. Even if you did not abuse any bonuses, opening the second account in the same casino should happen only in rare cases when the player is allowed to do so by the casino itself. Therefore, unfortunately, I must reject your complaint.
Do you need help with anything else or have any more questions?
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10 months ago
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Keeping my money when I don't abuse systems or anything like that is also unfair, since they are taking over my money.
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10 months ago
Well, I guess, if you have no further comments, I would like to remind you that breach of rules set by the casino is unfair and you have done it. Therefore, I reject your complaint. If you will have any other problems with casinos, do not hesitate to contact our Complaint Resolution Center again, we are here to help!
