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

Tras intentar retirar mi dinero varias veces sin éxito (sin bonos activos) y mandar la documentación para la verificación, me bloquean la cuenta y se remiten a la clausula 9.7 (multicuenta, uso de software para automatizar apuestas, jugar en situaciones de arbitraje, si el cuenta de juego no se utiliza para realizar apuestas, abuso de programas de fidelización, etc.), siendo totalmente falso, les remito a que lo demuestren con pruebas y no obtengo respuesta desde entonces (hace mas de 1 semana)

Este casino está estafando a mucha gente, es hora de parar esto. ¿Me podeis poner en contacto con las autoridades de licencias de juego de Curazao? Gracias.

Dear KyeronZ,

Thank you very much for submitting your complaint and forwarding the relevant communication:

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 games, slots, or multiplayer)?

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

Mi cuenta fue registrada hace unos 2 meses, me solicitaron la documentación para la verificación hace unas 2 semanas y yo la envíe de inmediato, pero tras el bloqueo de cuenta no he obtenido ningun mensaje al respecto de la verificación ni de ningun otro tipo, han dejado de comunicarse por completo.

Saludos.

Could you please advise which games you’ve been playing (live games, slots, or multiplayer)? Thank you in advance.

Mayormente casino y algunas apuestas.

Thank you very much, KyeronZ, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello KyeronZ,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1win Casino to join the conversation and participate in the resolution of this complaint.

Dear 1win Casino,

Can you please provide more specific information regarding the reason for blocking the player's account?

Kind regards,

Adam

Hello!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of the Terms of use of the site, section "General Terms and Conditions (hereinafter - Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Regards, 1win team.

Hello 1Win Team.

Thank you for your response.

As the reason for the player's account being blocked, you cited:

"multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc."

but it is still not clear which of these offenses the player is accused of.

Please clarify exactly what the player has done wrong, and if possible could you please send supporting evidence of this to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear KyeronZ,

The casino has informed me that your account was blocked as it was found to be linked to at least one other account by the same device. I have asked the casino to supply some supporting evidence of this and I am waiting for a response, but in the meantime, could I ask if it is possible that you have registered more than one account?

Kind regards,

Adam

Hola, en ningún caso he utilizado más de una cuenta, tan solo dispongo de una única cuenta que he utilizado en varios dispositivos (ordenador portatil, telefono movil y pc). Nunca me arriesgaría a tener varias cuentas.

Saludos.

Dear KyeronZ,

There has been no further response from the casino, so I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask 1win 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Obviamente estamos perdiendo el tiempo, ellos no van a contestar porque no tienen ninguna prueba de nada, me puedes poner en contacto con las autoridades de licencias de juego de Curazao? Gracias.

Hello KyeronZ,

I unfortunately am unable to contact the licensing authority on your behalf, but you can submit a complaint to them yourself by e-mail. If you do so, please let me know and we will close this complaint with the status "waiting for the regulator's decision". Once the outcome of their investigation has been decided, we will reopen this complaint and update it accordingly.

The relevant licensing authority is Curacao Antillephone N.V (certria@gaminglicences.com)

Kind regards,

Adam

Dear KyeronZ,

I have asked the casino for supporting evidence but have had no further response from them. I’m afraid, there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, please let me know if you have contacted the licensing authority and how they responded (adam.m@casino.guru).

I wish I could have been of more help.

Kind regards

Adam

This complaint has been reopened at the request of the player,

We received this message from the player via e-mail:

"Good news, after much suffering and uncertainty, today I received the money, we can close the case definitively.

 Thanks for everything!"

Dear KyeronZ,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam