1win Casino - Player's account blocked after withdrawal attempt.

I requested a withdrawal on August 4th, and was told that I needed to wait 48 hours for it to be credited! The 48 hours passed and nothing happened, so I contacted them through their support. They instructed me to send an email to their support team, who then asked for my documentation and proof of life, which I had no issue providing. They said it would take between 14 and 30 days to verify. But when the 30th day arrived, I received no response, and when I tried to log into my account, it was blocked. Furthermore, I have received no further responses from the email and my money never arrived.

Account id:43513679

Dear Cobys,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino inform you about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer, sports betting)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Hello, I was a player for a month, I was never informed about the blockage or even a response to the documentation I sent

I won the balance with a slot called plinko

Thank you very much, Cobys, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Cobys,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.

Sincerely, 1win team.

Dear 1win Casino,

If that is the case, could you please forward any relevant evidence to my email address? tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

I have never committed any type of fraudulent action or use of multi-accounts. I'm just demanding my money, which is what belongs to me.

Good afternoon

Dear Cobys, please provide the details for returning the amount remaining on the balance.

Is it possible to send a crypto wallet on the TRC or ERC network?

Best regards, 1win team.

Dear Cobys,

Can you please provide the casino with payment information so they can proceed with the refund? I will hide it from the public.

Thank you.

Kind regards,

Tomas

Dear 1win Casino,

Is the information sufficient in order to proceed with the payment? Thank you.

Kind regards,

Tomas

Good afternoon

Dear Cobys, please provide a wallet on the TRC or ERC network.

Best regards, 1win team.

Dear Cobys,

Can you please provide the casino with the correct payment information to make sure the funds arrive to you?

Thank you.

Kind regards,

Tomas

Dear 1win Casino,

Is now the information correct to proceed with the payment? Thank you.

Kind regards,

Tomas

Good afternoon

Dear Cobys, please specify which network you provided the wallet on?

Best regards, 1win team.

Red

Tron (TRC20)

Dear 1win Casino,

Can you now proceed with the payment? Thank you.

Kind regards,

Tomas

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.

Good afternoon

Sent funds to Cobys .

Best regards, 1win team.

Dear Cobys,

Can you please confirm receipt of the payment so we can consider the case resolved?

Thank you.

Kind regards,

Tomas

Good afternoon, at the moment I have not received anything

Dear 1win Casino,

Can you please provide us with the hash ID on the blockchain? So we can verify the transaction to see if the player received the payment or not.

Thank you.

Kind regards,

Tomas

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.

Good afternoon

https://tronscan.org/#/address/TBk1jCGQHGadDdekXSGXtUXTYzicqYgtUe

Look here please.

Best regards, 1win team.

That is not the address I provided. I feel like they are making fun of me, I ask casino guru to shorten the casino's responses, it's been 4 months and they don't give me a solution

Good afternoon.

The link above is incorrect.

Your payment did not arrive because you provided an incorrect address. The wallet you specified is not even displayed on the Tronscan resource. Please provide the correct return address - network and number.

Best regards, 1win team.

Dear 1win Casino,

Can you please update us once you have processed the payment? Thank you.

Kind regards,

Tomas

Good afternoon

Dear Cobys, have you received funds to the above wallet?

Best regards, 1win team.

Dear Cobys,

Can you please confirm receipt of the payment? So we can consider the case resolved. Thank you.

Kind regards,

Tomas

I confirm that I have received the funds!! Thanks to casino guru for solving my problem and to 1win for their willingness to solve it.

Dear Cobys,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Tomas