1win Casino - Player's account blocked by 1win.

My 1 win account I'd is 50449268 , 

I have created the account in October 2023 I don't remember the exact date ,

Hardly they allow me 10 day's to use their platform,

First time when I withdraw the amount of ₹5000 , they didn't proceed the withdrawal so i contacted to 1win security team on e-mail , they said I need to submit KYC documents , I agreed on that I submitted the KYC documents, so I continued the 1win platform , but after few Days again' they stopped the withdrawal and blocked my account now' I'm not able login to my account ,then again I asked to 1win team via email 1win security ,

They stated this reason 👇

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.

This is absolutely 100% false accusations on Me, I did not use any multiple accounts, I have only one account at 1win platform , I had played evaluation live casino game's, you can check my game history , I asked 1win team 10 Times for the evidence on email but they didn't reply at all, i always play with loyalty sometimes I lose some Times I win game , but blocking my account with false reason I'm not going to accept this , I'm a youtuber ,if my account will not get unblock I will give the feedback of my experience with evidence, so other users will be aware

I request to Casino guru team please ask them for the evidence , and share me as well 

Looking forward for your reply 

Dear Armaan,

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 if you’ve completed the account verification successfully?
• Were your winnings accumulated with or without an active bonus, please?

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey @petronela thank you soo much for your reply , I hope you're doing well!

1) had completed the KYC verification,

And I did not withdraw any bonus,

2)I had only withdrawal my winnings, there is no fund's left

But next day when I tried to login , it's States that your acount is blocked, reason I mentioned in previous Above text,

In my family member none of them use or play casino, how would I know about others and I have no idea about my neighbour's , I never ask and talk to them about this, people have their own privacy and we should respect it , I cannot ask everybody whether they use 1win or not, I Mean seriously what type of question is this, if a unknown person using 1win platform from my same location so it doesn't mean that I'm use multiple accounts, if this platform created for public user, then anybody can use it from anywhere, no matter whether they're from same location or not, here millions of people live in my city I cannot ask each One of them whether they use 1win platform or not, 1 win team just to make users account KYC should be use only for 1 time , as simple as that, 1win is a good platform with easy and simple user friendly ,but I don't know why they blocked my account

please ask 1win to share the evidence here,

There is no such relevant communication ,I want this conversation should be publicly, so others user's can see it,

Please resolve this on High priority

Thank you very much, Armaan, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Okay

Hello Armaan,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1Win Casino to join the conversation and participate in the resolution of this complaint.

Dear 1Win Casino,

Can you please provide more information regarding the reason for blocking the player's account?

Kind regards,

Adam

Hi Adam ,

I hope you're doing,

Whatever evidence you receive From 1win please share it to me as well , so I can let you know whether the evidence is true or not

Добрый день!

Так как нами было принято решение прекратить сотрудничество с игроком и заблокировать его аккаунт, все ожидающие обработки выводы были отправлены на указанные пользователем реквизиты в день блокировки.

5000 INR, о которых говорит пользователь, выведены на указанные реквизиты 17.10.2023. В сумме пользователь вывел 588 093.5 INR, мы не удержали денежных средств. Сейчас баланс аккаунта равен 1.58 INR.

С уважением, команда 1win.

Hi 1win team ,

I haven't asked you for the withdrawal amount , I have clearly mentioned in the above text , there is no funds left

We have asked you for the evidence, which is alleged by you

Причины блокировки были указаны в письме, которое вы получили и процитировали в одном из первых сообщений.

Ваш аккаунт заблокирован по 9.7 -  если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Hi casino guru team

They're repeating the same words again and again, if you're saying that I had use multi accounts,

I want evidence which multi account you're talking about, because I have only account at 1win please share evidence with those accounts, even I want to know

Hello all, Thank you for your responses.

Dear Armaan,

If I understand the situation correctly, the casino has returned your balance to you in full before blocking your account due to the use of multiple accounts. Can you please confirm that the disputed balance has indeed been returned to you and that the casino no longer holds any funds belonging to you?

Kind regards,

Adam

Adam I didn't asked them for funds , I'm asking for evidence of multiple accounts that alleged by 1win team

Hello Armaan,

Please be aware that it is ultimately the decision of the casino if they wish to stop offering their services to you. While we could ask them to provide evidence of your use of multiple accounts, there is nothing we can do to override their decision to block your account should they wish to stand by it.

If the casino had confiscated your funds for this reason, we would pursue the matter to ensure that the funds were not removed without a valid reason and that all funds obtained fairly were returned to you. I understand your frustration, especially if you have not done anything wrong, but I am afraid if there are no funds in contention there is nothing further we can do to help you.

I will ask you to confirm once more, have your funds been returned to you in full?

Kind regards,

Adam

Did they send the evidence to you ? Because i haven't received any evidence from 1win team

Hello Armaan,

I have not received any evidence, but as mentioned if the casino has not confiscated any funds from you there is nothing we can achieve here.

For the reasons already explained, and as the disputed amount you stated when submitting this complaint does not seem to actually be in dispute, this complaint will now be rejected.

I am sorry I can not be of more help on this occasion.

Kind regards,

Adam