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

Hello

When I applied for withdrawal and 3 days over. I contacted to 1win security team. They asked me to documents verification. I sent documents national I'd and selfie with national I'd. After 3 days my account blocked and they sent to me this

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

I sent documents on 16 December.

I use active bonus code and receive in main balance after I win.

I play casino games, games etc.

Please contact to casino refund my main balance.

Dear ogaming791,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Were the documents you submitted accepted or rejected by the casino?
• Have you activated multiple no-deposit bonuses in a row without a deposit in between in the casino?
• When have you registered an account in the casino and when was the last time you deposited?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Ans. 1. No

Ans.2 I sent documents on 16 December and after 18 December they send me mail that my account was blocked

Ans.3. I use active bonus code

Ans.4 I registered around aprail 2023 and I have not deposit

Please contact the casino to unblock my account and complete my withdrawal

Do I understand correctly you haven't deposited since April 2023?

How many bonus codes have you activated on your account and when?

I didn't any deposit

I activated 2 bonus code on 10 December

Please asked to 1win to provide evidence when I break general terms and conditions.

Give my all main balance UAH currency money.

I am sorry but most casinos consider claiming multiple bonuses without a deposit as bonus abuse, and won't consider such winnings legitimate.

If there are no legitimate winnings on your account and your account was closed, there is nothing we can do to help.

Please let me know if there is any other information I have overlooked, otherwise I will close the complaint as unjustified.

Thanks in advance for your reply.

Dear ogaming791,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. 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.