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

Hy, my game id is 34642356 and my name is shashikantha, from India I have been using 1 Win from past couple of weeks, but suddenly they stop my withdrawal and when I try to contact them to ask for a few documents to verify my account and after submitting it the suddenly block my account on 15/06/2023 in the clause of 9.7, for which I've sent them couple of emails to prove it or to give sustainable evidence of violation of their clause but haven't receive any reply from their side. my amount of 4000[ in withdrawal processing] has been blocked. and also they are not replying my mails.. i hope u will help me..

Dear businessac9900,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello first of all thank you for your service, On May 13, 2023 i created Ac in 1win, Then i maded 5000rs Deposit[WITHOUT ANY BONOUS] then I Played a casino game called "SIC-BO" {played that game only}. and im loosed there 1000rs then I tried to withdraw my remaining balance of 4000rs which is in process.. After that they sented me a mail for verification, i sented him all my documents and proofs, After the 1 day they blocked my account they are saying i break there rules 9.7 but obviously i do nothing, please tell them to give my deposits back... I HOPE U WILL HELP ME..

Thank you very much, businessac9900, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi businessac9900,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Добрый день!

Аккаунт был заблокирован в соответствии с 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.

Dear 1win Casino,

If that is the case, can you please provide me with evidence supporting your decision? You can send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hello Tomas first of all thankyou for ur support, any new updates from the casino??

Добрый день!

Отправили письмо с информацией на электронную почту tomas.k@casino.guru.

С уважением, команда 1win.

Dear businessac9900,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by using the same payment method in multiple accounts.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, 1win Casino, for providing the information and for your cooperation.

Best regards,

Tomas