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

Hi, I have account on 1win. I made deposit approximatly 800e and I win to 1.8k on account. When I want withdraw money, you blocked my account and write me:

Hello!

Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)

Best regards.

This is your answer.

After 30 days they dont answer me on mail, only on chat write me please contact us on mail. Now I cant login to my account.

Best regards

Dear kecmik90,

Thank you very much for submitting your complaint. I’m sorry about your issue with 1win Casino. Please allow me to ask you a few questions to make sure I understand the situation properly. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

We also received the screenshots you submitted to us. However, I have noticed there was additional email communication between you and the casino security department. Could you please forward these messages to veronika.l@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,

Veronika

No I dont withdraw. I deposit 800e and made 1.8k. When I want withdraw I dont withdraw. Yes I passed my KYC verification. I provide you evidence on your mail. Do you need something more?

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

What types of games have you played?

Have you accumulated your winnings with or without an active bonus?

Of course no one used it. This is not even mentioned as a problem anywhere. No one from the household even bets. It was the first time I heard about that betting shop. I didn't use any bonuses. I honestly don't remember exactly what I played because it's been more than a month since they haven't paid me.

The last time they asked me to send them a bank statement about the payment to the bookmaker, and I made the deposit via USDT crypto.

Thank you very much, kecmik90, 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 resolved to your satisfaction in the near future.

Hello kecmik90,

This is Tomas, and from now on, I will be taking care of your complaint. Before contacting the casino, may I please ask if you have accumulated your winnings from sports betting or by playing casino games?

Thank you.

Kind regards,

Tomas

Dear kecmik90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I play half half. I play half casino, half sports betting. Still nobody answer me. After 2 months, they hold my deposit and winning.

Thank you, kecmik90, for the information.

Now 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 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.

Dear 1win Casino,

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

Thank you.

Kind regards,

Tomas

Добрый день!

Отправили информацию на электронную почту tomas.k@casino.guru

С уважением, команда 1win.

Dear 1win Casino,

I've sent you an email asking for additional explanation and evidence. Please let me know once you reply.

Thank you.

Kind regards,

Tomas

Добрый день!

Ответили по электронной почте.

С уважением, команда 1win.

Dear kecmik90,

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 creating multiple accounts. It also appeared that the reason for blocking your account was sports betting related, so we have no other choice but to reject your complaint.

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 your cooperation.

Best regards,

Tomas