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

Dear Vishal0017,

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. Do I understand correctly that you have made successful withdrawals before? Have you received any confirmation regarding successful verification?

Also, do I understand correctly that 98,000 INR (dispute value) is being held in your casino account? Have you accumulated these funds with or without an active 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,

Kristina

No after deposit i am unable to withdraw money from my account and yes i got a mail regarding my verification and I already sent evey identity of mine to 1win and please release my money this is not a joke to hold the people's money like this .

Thank you very much for your reply, Vishal0017. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I have done the verification and i didnt use any kind of bonus and i am unable to withdraw my fund even single time

Do I understand correctly that 98,000 INR (dispute value) is being held in your casino account?

Approx it was 97026 inr please resolve my issue asap !

It was between 97000-98000 inr ! But most probably it was 97026 inr

Thank you very much, Vishal0017, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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 Vishal0017,

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 clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Добрый день!

Игровой 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.

give back my money then block my account if your company think i have done anything wrong

Hello 1Win Casino,

Could I ask you to please forward supporting evidence of the player's breach of terms to my email (adam.m@casino.guru)?

Kind regards,

Adam

Добрый день!

Отправили доказательства на почту.

С уважением, команда 1win.

Ok waiting for 1 win team reply

Yes this was my account but i was not using that account so i made a new account.

And by any chance you guys have any problem firstly you have to pay the amount then you have authority to block the account

Hello Vishal0017,

The second account above was not the only other account, there are more. It is against the terms of most (if not all) casinos to register more than one account and often casinos can confiscate your balance for this.

However, we believe that each case should be assessed individually, as it may be that the accounts have not been used with the intention of cheating or breaking the rules.

Therefore, I would like to ask you to clarify the following:

• How many accounts have you registered?
• When were they registered and when were they last accessed?
• Have you used bonuses on any of these accounts?
• Have you deposited and made withdrawals from all of these accounts?
• Have any of the accounts been verified?

Please understand that I am not trying to get you into trouble, I just need to understand the situation fully to see if I can help.

Kind regards,

Adam

First of all this was my only other account because in starting this account was used by my friend only my email was used so officially this was my friends account.

i dont know exactly the date when was this account last accessed but i know approximately in December.

I didnt use any bonus in my any account i even dont know about bonus .

yes I deposit and withdraw from that accout .

Yes I verified both accounts.

And if you have any problem who gave u the right to hold my money and block the account firstly you have to give my money then block the account

This is fraud what you are doing and holding money

Hello Vishal0017,

Thank you for your response. Can I ask if anyone else in your household, or that uses your internet connection, could possibly have registered an account at the same casino?

Kind regards,

Adam

Yes can be possible we are 8 friends living in a same appartment ! So this can be possible that anyone from them using same internet connection to open account and sir this is not that major problem that you blocked the money . Blocking a account is normal but blocking money is crime !!

And why you are asking these questions i need my money urgently !!

Dear Vishal0017,

The reason I am asking these questions is to try to determine how all of the accounts shown to be attributed to your account are linked, and how they have been used.

It is against the terms and conditions of the casino to register more than one account from the same IP address, and the casino can indeed retain your money for this.

However, we believe that it is not always fair to do so, and that is why I need more information to see if the casino is acting in an appropriate manner in this case.

I appreciate your frustration but would like to request that you try to remain patient while the matter is investigated.

The evidence provided by the casino shows that 3 separate accounts have all used the same cryptocurrency payment wallets for withdrawals. Have you used the same payment method as someone else in your household?

Kind regards,

Adam

i have 1 more account which you mentioned and 1 other was of my friend and if you are telling of crypto wallet we have a same crypto wallet that was and if you have all these terms you guys never mentioned me any terms and when I withdraw in that account with small amount you guys never block account or never gave any warning this is only because you guys want hold my money and this is unfair

Where you guys told me that or any warning that you cannot use account with same ip and what if family is using account means 4 members are using 4 different account with same ip

Dear Vishal0017,

As mentioned, we prefer to investigate the use of multiple accounts to see if they have been used to gain any unfair advantage that supports the decision to confiscate a player's winnings.

However, the fact that multiple accounts have used the same payment method is a direct breach of the terms and conditions of the casino, in particular:

"13.3. We do not accept any money funds from any third parties: friends, relatives or partners. The Client shall be obliged to pay the money funds only from their account, bank card or system registered in the name of the Client. In case of detection of facts of breach of that condition, all winnings may be confiscated."

These terms are common to most casinos and are mostly in place because of international anti-money laundering regulations.

Due to this, I am afraid we are unable to assist you any further with this case, and this complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam