1win Casino - Player’s account blocked with balance after KYC check.

Ok so I was playing at 1win regularly and approx on 22oct 2023 or 23 oct when I tried to withdraw using crypto my withdrawal never reached to me so I cancelled it thinking it will work in 24 hours I played and lost money deposited more and then played and set for withdrawal but to no result i contacted support they told me to contact mail -security@ can't remember the exact mail id I have it in my email so when I mailed them they said that I need to provide documents for kyc. I provided all three documents asked for and was replied by saying that in 14 or max 30 days will get a response till then my withdrawals were stopped now I was playing with the remaining money and amount reached to 1 lakh and just now when I tried to login it says my account has been blocked i want my balance I have done nothing wrong I just played casino games , live games and cricket bets I have lost hope of getting my money now 😭 if you could help me retrieve my balance it would be of great help as half of it is from credit card .thank you my account I'd is 48115923

Hello kk1008,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block the access to your account until it is finished.

Looking forward to your answer.

Regards,

Nick

I submitted my documents day before yesterday it has been only two days and yesterday my account got blocked it has not been 14 days yet last reply I got was from their mail that they will verify the game account and tell me in 14 to 30 days but since they blocked my account I think I will never get my balance back

I just received this mail but what is the exact reason please ask them and atleast provide me my Capital I have 1 lakh rs in there this is the mail I received

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account ***51b@gmail.com and, based on its results, we report 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 ***51b@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Best regards.

Hello kk1008,

Did you receive any kind of evidence from the casino of their claim? Which of these term did you breach exactly?

No I didn't receive any kind of evidence no specific reason was provided to me please help

Thank you kk1008 for all the information. 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 kk1008,

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? If there is any relevant evidence that confirms the player was in breach of your T&C, kindly forward it to my email address: tomas.k@casino.guru

Thank you.

Best regards,

Tomas

Thank you for taking actions promptly

Good afternoon

At the moment, the decision has been revised, the account is active, and withdrawal is available.

Best regards, 1win team.

Dear kk1008,

Can you please update us once you have received the payment so we can consider the case resolved?

Thank you.

Kind regards,

Tomas

Yes I saw my account is activated again and I withdrew the complete amount can't thank you Enough Casino Guru and Team Thank you ❤️ Tomas without you guys I would have never received my amount I had lost hope ..you guys are the best you protect us from all kind of unfairness in Casino sites thanks again. And I would suggest 1win that before blocking accounts of people they should first check and inform the customers if they are breaking any t and c . one of the worst Casino sites I have played Thank you You can close this case

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, kk1008, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Tomas