The player from Argentina had registered on the 1win betting site and found his account had been blocked due to alleged fraudulent actions under clause 9.7. Despite his attempts to communicate with the company and retrieve his money, he had received no response. After the player shared his issue with us, we had asked the casino for their perspective. The casino had cited multiple accounts linked to the player as the reason for the blockage. They provided evidence supporting their claim. Based on this evidence, we concluded that the casino's actions had been justified, leading to the rejection of the player's complaint.
1win Casino - Player's account blocked due to accusations of fraudulent activities.
Amount: $300,000 ARS
1win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
12 hours ago
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10 months ago
Translation
Good afternoon,
Several weeks ago my partner and I registered at the 1win betting house, each with their own separate account, we really like to go to the casino and bet, but we found that my account was blocked by:
"At the same time, we inform you that in accordance with clause 9.7. of the Rules of use of the site, the 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 software to automate bets, playing in arbitration situations, if the gaming account is not used for placing bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such actions fraudulent by canceling bets and closing the betting participant's gaming account.
Thus, in accordance with the violation of clause 9.7. The game account riv*****@gmail.com has been locked and cannot be restored.
I tried a thousand ways to talk to get my money back but they haven't answered me at all, I just want it back in my astropay
My game id is 5*****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Hello pedrorivera,
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 you both claim any bonuses in the casino? Did you ever play from the same device? What kind of games were you playing - casino games or sports betting? When was the last time you contacted the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
We didn't have any bonus, and I don't remember using the same device but the same IP.
And every day I communicate from the chat on the page and from the email I sent them to specialized support several times and I have no response.
I played casino games
Automatic translation:
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10 months ago
Hello pedrorivera,
Can you please advise who created the account as first? What kind of games have you been both playing? Did you both use your own separate payment methods to deposit? Was any of the accounts verified?
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10 months ago
Translation
He created the account first, we played casino and roulette games, yes we used our payment methods and we verified both accounts
Automatic translation:
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10 months ago
Hello pedrorivera and thank you for all the information provided. As long as only the IP addresses were similar, the casino may reconsider their decision specially if both of you have been verified. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello there,
Thank you pedrorivera 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 blocked if individual accounts have been verified.
Thank you!
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9 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.
We would also like to draw attention to the fact that the information about the successful verification of another account reported by the user is not true.
Best regards, 1win team.
Automatic translation:
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9 months ago
Thank you for the 1win Casino representative. Could you provide evidence of the fraudulent activity to my email (peter.c@casino.guru)? Thank you in advance!
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9 months ago
Translation
I would like to draw attention to the fact that they have almost 300 USD (in Argentine pesos) withheld and prohibiting me from giving up my property.
On the other hand, I want to highlight that two days ago I spoke with support and they told me that the account was connected to 12 other accounts and that that was the reason for the blockage, which I can lend my computer or any type of expertise to verify that It is totally false.
Send my ID, my ID with my face and an invoice in my name for verification.
I sent countless emails demanding explanations and my money to their email Security (which is the area in charge) I NEVER had a response, they did not respond to me at any time, tell me if they withhold 300usd from you and no one responds how would you feel?
Gentlemen, a little empathy. I speak almost every day to the support of the page and they really have me on their hands and from very little they give me information, it is as if they have me as a joke
Automatic translation:
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9 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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9 months ago
Translation
Good afternoon
Sent evidence by email. Look here please
Best regards, 1win team.
Automatic translation:
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9 months ago
Thank you for providing the information 1win Casino representative.
Dear pedrorivera, the casino has provided me with evidence of multiple accounts. Due to this, we believe the steps the casino has taken are justified and we will subsequently 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.
