1win Casino - Player's account blocked due to alleged fraud.

I have been trying to withdraw my money for over 4 days now. I reached out to the support team and was told that they would submit a report on the same day. I was also directed to contact the security team via email for verification. As per their instructions, I sent my personal information, a picture of my face, a photo of my identification document, as well as a picture of my deposit card, all went well. Later on, I received a response directing me to cancel the request and submit a new one, which I did. However, today I received a response from 1win's security team, accusing me of fraudulent activity and breaking the rules. Here's their message:

"Our security service has conducted a thorough and unbiased inspection of your gaming account rociomirandamiranda2908@gmail.com and, based on that review, we have the following to report.

We wish to inform you that according to clause 9.7 of the Site Usage Rules, mentioned in General Terms and Conditions section (hereafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multiple accounts, use of betting automation software, participation in arbitration situations, non-use of the gaming account for betting, abuse of loyalty programs, etc.), the betting company retains the right to counteract such fraudulent actions by cancelling bets and closing the offending gaming account.

Therefore, due to the violation of clause 9.7, the gaming account rociomirandamiranda2908@gmail.com has been blocked and it is impossible to restore it.

Please be aware that your gaming account will be blocked without prior notice should you attempt to re-register.

Sincerely, 1win team."

I find this incredibly unfair as they're withholding my money, an amount of 445 soles. I require a solution because I need that money, and it would be unjust for the casino to retain it. Thank you.

Hello Tirza93_292,

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 when did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? Does you or anybody else from your household own a different account in this casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Sorry for the delay in the response, I registered on October 1, 2023, I made my deposit of 450 but when I didn't win I withdrew with 445, they insist many times to withdraw so that later they block my account without any money back, no I used no bonus, I played with my real money, my sister has an account, the last time was when she sent me that message more than 4 days ago, blocking my account, I already sent a message to their support a lot of times and they don't answer me, they want to ignore me my case, they do not want to attend to my case because I emphasize that my money stayed in the account and I want that money back, it would be unfair for the casino to keep it when I send all my data and personal information

Good morning, my case is still on hold for a week now and I have not received any response...

Hello Tirza93_292,

Could you please advise when did your sister register? Does she claim any bonuses? Did you two ever play from the same device?

She told me that she has been playing it for more than a month and I did not claim any Bonuses, in fact she plays it before me, we never play on the same device, each of us has her own devices.

I hope for quick feasible help, because I need my money that the 1win casino has, and to this day they do not respond to me. I have sent many messages and none of them respond to me. My money is being lost. I hope for help, please.

Hello Tirza93_292,

As long as there were no other match only the IP address of you both, the casino may reconsider their decision as you or your sister got basically no advantage of playing in the same casino. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Tirza93_292,

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. 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.

Dear 1win Casino,

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Good afternoon

Sent evidence to the email address tomas.k@casino.guru.

Best regards, 1win team.

Dear Tirza93_292,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and using the same payment method in related accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, 1win Casino, for providing information and for your cooperation.

Best regards,

Tomas