1win Casino - Player’s account has been blocked, withdrawal delayed.

Hello,

I have been using 1win since 1 month and made the deposit many times and once my withdrawal was stopped till my ID was verified, 1win security team said to wait for 14 to 30 days and then after 17 days the account was blocked and my Withdrawal has been pending for many days and now I am not able to access my account. Please get my account unblocked and get the withdrawal done.

Dear parvezkhankgn035

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you are experiencing with 1win regarding your account and withdrawal. To help us better understand your situation and assist you effectively, could you please provide more details about the following:

• When did you make your last deposit, and how much was it?
• When did you request the withdrawal?
• Have you received any specific reason from the 1win security team for blocking your account?
• Have you had any other communication with 1win regarding your account status since it was blocked?

Please feel free to forward any relevant communication, such as emails from 1win, to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you petronela,

1) I made my last deposit on June 1st and amount of 10500 INR.

2) I requested for withdrawal on 1st June and also requested for id verification.

3) One reason given to me by 1win security team is this,

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.

4)After my account was blocked, I told 1win team that I have upgraded my phone and hence the IP address has changed but they have not replied yet.

Hi parvezkhankgn035,

• Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

Thank you.

Hello petronela,

1) I am not playing any game right now because my account has been blocked. Before the account was blocked I played Speed Hindi Baccarat.

2) I never played the bonus

Thank you very much, parvezkhankgn035, 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.  

Thank you petronela,

When will this sir contact me?(branislav.b@casino.guru)

Hello, parvezkhankgn035,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino team,

Could you please explain the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear parvezkhankgn035,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and failed KYC/verification after further inspection of the linked accounts. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions.

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 Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru