The player from North Rhine-Westphalia has been attempting to withdraw his funds for over two weeks, but all attempts are being cancelled. The player, who has only one account and hasn't played with any bonus, received an email accusing him of fraud, which he denies.
1win Casino - Player has been accused of fraud.
Amount: €156
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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7 months ago
Translation
Hello, I've been trying for more than two weeks to withdraw my funds, but every withdrawal gets cancelled. I am a legitimate customer, having opened only one account there and played normally, without a bonus. Today, I received a strange email accusing me of fraud. This is a lie. I suspect that 1win simply does not want to payout and then labels customers as fraudsters. Please help me get my money back.
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7 months ago
Dear AK1982888,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Was your account successfully verified?
- Do you currently have access to your casino account?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
Hello, after every withdrawal was rejected I contacted 1win. I was then asked for an ID card with the front and back, a selfie with my ID card and proof of address. I sent them everything they wanted.
I then received an email saying that my account would be investigated for the next 14 days and I would then be notified. 7 days later, yesterday, I received an email accusing me of fraud.
I am an absolutely correct customer, otherwise I would not contact you here.
I tried everything at 1win, casino games, sports betting. My stake in sports betting was never higher than 10 or 20 euros. No one cheats with such small amounts of money. It's an excuse from 1win because you just don't want to pay out.
I no longer have access to my account since yesterday. Please help me from these scammers.
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7 months ago
Thank you very much for your reply, AK1982888. Do I understand correctly that the casino didn't provide further details regarding the fraud?
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7 months ago
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Hello, no, there was only this one email and every further inquiry I made was not answered.
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7 months ago
Thank you very much, AK1982888, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hello there,
Thank you AK1982888 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player accused of fraud and what can we do to help resolve this issue.
Thank you!
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7 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 actions by canceling bets and closing the bettor’s gaming account.
Best regards, 1win team.
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7 months ago
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I don't have multiple accounts there - how is that even possible if you have to verify yourself - nor have I cheated in any way. This is now being used as an excuse not to pay out. I've never played there with more than 20 or 30 euros. Who cheats with such small sums? Nobody. This is my first account there, the account is verified, I sent them all the documents and now they're not paying me my money. I can only advise everyone to stay away from there. You can see it in me - a proper customer won't get their money now.
I hope Casinoguru can help me here.
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7 months ago
Thank you for the update 1win Casino representative. Could you provide any supporting evidence to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!
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7 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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7 months ago
Translation
Good afternoon
Sent information by email. Look here please.
Sincerely, 1win team.
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7 months ago
Thank you for providing me with information 1win Casino representative.
Dear AK1982888, the casino has provided me with evidence of multiple accounts. It is an industry standard that you can only create one account per person, household, bank account, etc. Due to this, we will reject your complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
