The player from India's account on the 1win platform was blocked on June 14, 2024, preventing access and leaving a ₹11,900 withdrawal pending. Despite multiple follow-ups with support, there had been no response or explanation for the account blockage. The player sought unblocking of the account, processing of the pending withdrawal, and an explanation for the blockage. Upon investigation, we found that the casino provided substantial evidence of multiple player accounts, which constituted a violation of their Terms and Conditions. Consequently, the complaint was deemed unjustified and was rejected.
1win Casino - Player’s account closed with pending withdrawal.
Amount: 11,900 INR
1win Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Issue: Account Blocked and Withdrawal Pending on 1win
Platform Details:
Platform: 1win (domain: 1win.pro)
Date of Incident: June 14, 2024
Account ID: 74338846
Amount Withdrawn: ₹11,900
Deposit Made: ₹10,000 (of personal funds)
Description: On June 14, 2024, I encountered an issue accessing my account on the 1win platform. Despite entering the correct login credentials, the platform indicated that my account was blocked.
Prior to this, I initiated a withdrawal of ₹11,900, which has not been credited to my withdrawal platform in the duration time.
Upon noticing the delay in my withdrawal, I attempted to check the status via the platform, only to discover my account was blocked without any prior notification or explanation.
I have not received any communication from 1win regarding the account blockage or the pending withdrawal.
Actions Taken By Me: Contacted Support: I reached out to the platform's support via email at security@1win.xyz on June 14, 2024, providing proof of my deposit and withdrawal requests.
Response: There has been no response from 1win as of today, despite multiple follow-ups.
Impact:
Funds Affected: Around ₹11,900 (₹11,900 pending withdrawal).
Concerns: The lack of response and unexplained account blockage has caused significant concern over the status of my funds and the security of my account.
Request: I am seeking immediate resolution
regarding: Unblocking my account. Processing and crediting the pending withdrawal. Providing an explanation for the account blockage and i have not break any rule of platform or nothing wrong i was doing from long time but suddenly this happned and lost the trust from the platform because now platform seems fraud or scam and took my personal money without any reason.
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4 months ago
Hello Manish,
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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Thank you for addressing my complaint. Let me provide you with the detailed information you requested:
Account Verification Status:My account was verified. I submitted all the required documents for verification, such as proof of identity and address and the selfie with my identity proof holding in hand also.The casino confirmed the verification of my documents, and I can provide proof of this correspondence. I have attached the email evidence of the submission and confirmation of my documents if I got the option please to attach that in this reply box.
Source of Winnings: I accumulated my winnings by depositing and using my own funds. I did not use any bonuses for these winnings. My account history clearly records all transactions and deposits made.Types of Games Played:I primarily play "Luck Jet" or "Jet Games" and engage in live casino games. Occasionally, I also play "Mines." These are the main games where I have earned my winnings.
Last Communication with the Casino: My last communication with the casino was on same date when my withdrawal took long time, where I discussed issue, such as withdrawal issues or account problems by mail from my side to casino and since then there is no reply nothing and not even my withdrawal is credited to me that includes my own funds and the game profits my own funds amount in that I have deposited was 10,000₹ and the withdrawal I have put last before my account blocked is around 11900₹.
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4 months ago
Thank you for addressing my complaint. Let me provide you with the detailed information you requested:
Account Verification Status: My account was verified. I submitted all the required documents for verification, such as proof of identity and address and the selfie with my identity proof holding in hand also.The casino confirmed the verification of my documents, and I can provide proof of this correspondence. I have attached the email evidence of the submission and confirmation of my documents if I got the option please to attach that in this reply box.
Source of Winnings: I accumulated my winnings by depositing and using my own funds. I did not use any bonuses for these winnings. My account history clearly records all transactions and deposits made.
Types of Games Played: I primarily play "Luck Jet" or "Jet Games" and engage in live casino games. Occasionally, I also play "Mines." These are the main games where I have earned my winnings.
Last Communication with the Casino: My last communication with the casino was on same date when my withdrawal took long time, where I discussed issue, such as withdrawal issues or account problems by mail from my side to casino and since then there is no reply nothing and not even my withdrawal is credited to me that includes my own funds and the game profits my own funds amount in that I have deposited was 10,000₹ and the withdrawal I have put last before my account blocked is around 11900₹.
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4 months ago
Thank you for addressing my complaint. Let me provide you with the detailed information you requested:
Account Verification Status: My account was verified. I submitted all the required documents for verification, such as proof of identity and address and the selfie with my identity proof holding in hand also.The casino confirmed the verification of my documents, and I can provide proof of this correspondence. I have attached the email evidence of the submission and confirmation of my documents wiith this reply again. attached the screenshots of my sent section and seperately what i mail for to casion on date and everything is mentioned.
Source of Winnings: I accumulated my winnings by depositing and using my own funds. I did not use any bonuses for these winnings. My account history clearly records all transactions and deposits made.
Types of Games Played: I primarily play "Luck Jet" or "Jet Games" and engage in live casino games. Occasionally, I also play "Mines." These are the main games where I have earned my winnings.
Last Communication with the Casino: My last communication with the casino was on same date when my withdrawal took long time, where I discussed issue, such as withdrawal issues or account problems by mail from my side to casino and since then there is no reply nothing and not even my withdrawal is credited to me that includes my own funds and the game profits my own funds amount in that I have deposited was 10,000₹ and the withdrawal I have put last before my account blocked is around 11900₹.
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4 months ago
Thank you Manish for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Dear Manish,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear 1win Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
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4 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 activities by canceling bets and closing the bettor’s gaming account.
Best regards, 1win team.
Automatic translation:
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3 months ago
Dear 1win Casino,
Thank you for your clarification.
As usual, could you please provide any available evidence of the player's fraudulent activity? Kindly send it to my email address at jakub.m@casino.guru.
Thank you.
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3 months ago
Listen 1 Win casino, side show me the proof and show me that I have done some fraudental activity, and in any case any platform have cancelled hold the profits not my initial investment and my own funds that I have deposited from side ,I was very clear from my side that I have not done anything worng and refund my deposited fund in this case if you blaming me, and even I have proofs I didn't do anything wrong. In any case if you do this fraud that means there are major trust issues of platform in India and I come from well established government sector post, I will sue you in Indian region and make sure 1 win will never be available to continue its services and platform in our region as it's illegal and they hold the peoples deposited fund in these type of fake aligation posted. Mind it I came from a government sector in India and I have that much power but waiting to see the how much people have been affected due to this scenario and in any case you can hold their winning funds not anyones initial deposit funds he deposited.
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3 months ago
Translation
Good afternoon
Sent evidence by email. Look here please.
Best regards, 1win team.
Automatic translation:
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3 months ago
Hello everyone,
Thank you, 1win Casino, for providing additional information.
Dear Manish,
After carefully reviewing the evidence provided, it is clear that the casino's decision is well-founded. The evidence strongly suggests the existence of multiple player accounts, which aligns with our policy at Casino Guru that considers such actions as fraudulent attempts to gain an unfair advantage. Therefore, unfortunately, this complaint must be rejected as unjustified.
For future reference, I'd like to advise the player to adhere strictly to the casino's Terms and Conditions and to avoid any fraudulent activities intended to gain an unfair advantage.
However, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.
Best regards,
Kubo
