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

Hello,

My account at 1win ID 11181333 has been blocked for a few months already supposedly for multiple software account fraud issues but obviously there is nothing like that I was just a good player who won more bets than he has lost then I was blocked, I try to communicate with them but they do not answer emails.

Obviously I have a balance that I cannot recover for the moment.

Thank you for your help

Dear abhijeetsaraf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

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

Hello Dear Petronela,

I don't know whether my family or neighbor has opened the account or not, neither I have any other ID except this ID nor my email is with anyone else.

my winnings and my deposit were without any bonus.

My account has not been verified.

Thank You!

As we have received a complaint very similar to yours from another player regarding the same matter, could you please confirm whether you are acquainted with the other player?

Hello Dear Petronela,

I don't know by the way in my home colony flat my friends or brothers also play whom I told about you but this is my personal account.

Thank You

Could you please advise when you succeeded in accessing your account for the last time? Which games you’ve been playing (live casino games, slots, or sports betting)? 

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

Hello Dear Petronela,

I was able to access my account last in 24th March 2023.

I played live casino lucky jet and match betting.

Thank You For Your Reply.

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

Hi abhijeetsaraf,

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.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Thank you for your cooperation dear Petronela,

I just want you to send me evidence and justification please.

HOPE I WONT HAVE THESE ANSWER WITHOUT EVIDENCE AND PROOFS TO US.

Have A Nice Day All Of You

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), 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.

Dear 1win Casino,

If that is the case, could you please provide me with relevant evidence? You can send the data to my email address: tomas.k@casino.guru

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.

Добрый день!

Отправили доказательства на электронный адрес tomas.k@casino.guru

С уважением, команда 1win.

Dear abhijeetsaraf,

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. 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 issues with 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