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

Hello sir my 1win Id is 22***970 and I made this account here because all my family member using this 1win app for playing. I played in this app for a month and I won some money so I requested for withdrawal and I got a mail for verification so I provided all the documents and live pictures and after that security department sent mail to me saying that your account is blocked because of multiple accounts or some fraud activity but I did nothing wrong they not replying me from many months if I did anything wrong then provide me proof what I did wrong please help me sir

Dear Bhavikatimra,

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. Could you please clarify when exactly you created your account and how long was it active?

Do I understand correctly that 70,000 INR is being held in your blocked account? Have you accumulated your winnings 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

I created my account on December of previous year that's in 2022 it's was active for 1-2month. Around 70000rs or maybe more is held in my blocked account and I don't remember about any bonus I used or not but I didn't made this account for using bonus or maybe I used some bonus

Thank you very much for your reply, Bhavikatimra. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes my brother also have account in 1win and our family use same wifi so that's why we both share same IP address

Thank you very much, Bhavikatimra, for your cooperation. 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.  

Dear Bhavikatimra,

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 please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Добрый день!

Игрок 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.

Доказательство нарушения отправили на электронную почту: stefan.m@casino.guru .

С уважением, команда 1win.

Dear 1win Casino,

Thank you for your response.

I have responded to your email. Please let me know once you respond to my email.

Kind regards,

Stefan

Добрый день!

Дополнили письмо запрашиваемой информацией.

С уважением, команда 1win.

Dear 1win Casino,

Thank you for your response and the information provided.

Dear Bhavikatimra,

I have reviewed the evidence provided by the casino representative, and it looks like you have used the same payment method with another account. Using third-party payments is strictly prohibited in every casino, and I am afraid there is nothing that can be done from our side.

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.

Kindest regards,

Stefan, Casino.Guru