1win Casino - Player's account blocked with large balance.

Hello, I encountered a problem with 1win casino, they blocked my account which had a balance of 1 million, claiming that I violated their rule 9.7 but provided no evidence in support of this. They are now ignoring all my emails.

I urgently need your help. We are experiencing a challenging financial situation in Argentina, and to lose that amount of money is significant.

Dear Pela_soria,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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, approximately the second half of July I registered for the first time.

The games I have been playing are slots and live casinos, with no bonuses it was all money for betting.

I hope you can help me 😔

I have the screenshots of the deposits and dates

I appreciate your response, Pela_soria. Could you kindly inform us whether you have previously made any withdrawals from this casino? Also, have you undergone the KYC (Know Your Customer) verification process in the past with this casino?

Yes, I have withdrawn but I don't know if I did the KYC verification, I sent them my photo of the document and a photo of me with the document, I don't know if that will be

Thank you very much, Pela_soria, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Great thanks for your help

Hello, Pela_soria,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and access the disputed remaining balance?

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 (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 activities by canceling bets and closing the bettor’s gaming account.

Best regards, 1win team.

I just want my money back, they withheld my money for 1 month and then blocked my account.

I really lost more than I won in the casino and I put in a significant amount and they take it out without being able to lose it. I really put the money in and I regretted it and tried to get it out but I couldn't.

Dear 1win Casino team,

Unfortunately, the stated rule that was applied in this case does not clarify the situation at all.

Can you please look at my previous post and provide us with the requested information and evidence supporting the casino's claims and decision?

Looking forward to hearing from you.

Hello, sorry for the inconvenience but I have a clarification, I am living in Argentina and our currency is continually devalued when I put the money in the casino, the dollar in Argentina was 535 pesos and now the dollar costs 900 here, almost double due to the issue of elections with which before with 1 million I bought 1900 dollars now I buy 1111 I know that it is not something relevant to the case but it is something that I want to clarify.

I will be present for any questions or issues of the case.

Best regards and a thousand apologies.

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.

Good afternoon

Sent proof by email. Look here please

Best regards, 1win team.

Dear Pela_soria,

After gathering and reviewing all the necessary information and details provided by the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion, and not just use of someone else's payment methods, but even sharing several payment methods within different casino accounts. All stated means a serious breach of the casino's rules.

Only 1 account per user is allowed per player, and players are obliged to use only their own money and payment methods. Even if all the used payment methods belonged to you, it would mean you at least would have to be aware of their use in other accounts or do it by yourself. Based on the clear and obvious evidence including personal information matches/similarities, it would be very difficult or likely impossible to prove anything else.

Successful verification is a must to be able to withdraw any funds from your casino account. Since you clearly failed to pass the KYC, the casino acted correctly and in accordance with its terms and conditions.

I am 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. In case of any questions, feel free to write to me at branislav.b@casino.guru.

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

Best regards,

Branislav, Casino.Guru