The player from India had his account blocked after he successfully completed KYC verification due to an alleged violation of site usage rules, including potential fraudulent actions. Even though he deposited 15,000 INR and had a remaining balance of 14,200 INR, the casino did not provide any evidence to justify these claims. The player had requested an explanation and a refund of his remaining deposit. After we had requested evidence from the casino, it was revealed that the player had duplicate accounts. As a result, we were unable to assist the player further and his complaint was rejected.
1win Casino - Player's account blocked on allegations of rule violation.
Amount: 14,000 INR
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Hello my 1 win account got blocked after successful kyc account verification they said the following"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.
Thus, in accordance with the violation of clause 9.7. game account madhaure@mail.ru has been blocked and cannot be restored.
Please note that upon re-registration, your game account will be blocked without prior notice." This is the message I received, But they have not provided me evidence of these claims and I had just deposited money and not yet made any withdrawal.
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9 months ago
Hello Casey,
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 since when are you registered in the casino? Do you have any remaining real money balance on your account? Do you own more than 1 account in the casino or does anybody else from your household owns an account there?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Hello , registered with 1 win last month in February , and yes I have 14200 inr in my account balance as I had made a deposit of 15000 INR and mind you the deposit took 3 days to reflect in my account I did not claim any bonus I started playing aviator. It is only after I attempted a withdrawal when 1 win requested ot send documents for kyc. I received message that kyc verification was successful withdrawal of funds is now available. When I tried to log into my account I found out it was blocked I contacted support but they didn't give me evidence of these claims. And yes I don't have multiple accounts but I have a brother who also has a 1 win account he is the one who introduced me to 1 win last month. I just want a refund of my funds that I deposited which is 14200 INR remaining
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9 months ago
Hello Casey and thank you for all the information provided. As we will need to gather evidence from the casino, your complaint will be now forwarded 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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9 months ago
Hello there,
Thank you Casey 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's account blocked and what can we do to help resolve this issue.
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.
Best regards, 1win team.
Automatic translation:
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9 months ago
Thank you for the update 1win Casino representative. Could you provide me with the evidence of fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!
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8 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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8 months ago
Translation
Good afternoon
We will provide an answer shortly.
Best regards, 1win team.
Automatic translation:
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8 months ago
Translation
Good afternoon
Sent evidence by email. Look here please.
Best regards, 1win team.
Automatic translation:
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8 months ago
Thank you for providing me with the information 1win Casino representative.
Dear Casey, from the evidence provided by the casino it is clear that you have duplicate accounts. It is an industry standard that you can only create one account per person, household, payment option, etc. Due to this, we are unable to assist you further and subsequently will 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.
Best regards,
Peter
