1win Casino - Player’s account closed and winnings withheld.

My account is blocked and I am unable to login my account also 1win said I have doing something wrong like doing multiple accounts and arbitrage but I didn't do anything other than that 1win is not responding on my emails my amount is 24000

Dear arpanpatel751,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please share the communication specifying the accusations against you? Send it to my email at tomas@casino.guru or alternatively post screenshots here.
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

1. I was playing casino zon 1win for last 3 months.

2.my account was blocked on 22june2024

3.I used to play aviator and live games like Baccarat and roulette.

4.they blocked my account by saying that I am using multiple accounts but I have only 1 account.

5.I have achieved only 2200 rupees from bonus remaining balance of rupees 21800 is my winning amount.

Please check the email I have sent you screenshot from 1 win team

Thank you very much, arpanpatel751, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello arpanpatel751,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

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,

Thank you for your response and the information provided.

Could you provide us with the evidence of such accusations? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting for your reply.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Hello arpanpatel751,

I was provided with the evidence by the casino representative. It appears that the same crypto address was used to fund two different accounts in 1win Casino, which is strictly prohibited.

Could you comment on this?

Actually my younger brother was using my crypto address too that's why this is happened and I was not aware about this rules please grant my withdrawal I will take care from next time I was playing with the debt amount please grant my withdrawal

Hello arpanpatel751,

Do I understand the situation correctly, that your brother has an account with 1win Casino and has used your crypto wallet to fund his account?

I'll be awaiting your reply.

Yes my brother used my account for crypto withdrawal and some deposit because he didn't have any active crypto account and I am not aware about this condition that's why I give my account to my brother I really apologies for that please do something and clear my withdrawal I didn't do anything like that in future

Hello arpanpatel751,

Two different casino accounts cannot be funded by one payment method due to the AML (Anti-money laundering). 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.