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

Hello my 1win gaming withdrawal was pending for 3 days, I contacted their security team. They asked me to send my ID proof and selfie for verification. I sent it but they blocked my account without giving any reason and they didn't refund my withdrawal amount. My gaming ID is 34368015.

I request you to help me to get back my withdrawal money of 76208 rupees.

Dear bijianil1974,

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

I registered on 10th may 2023. Since then I have played lived casion game called Andar Bahar. I have always deposited my money and played I never used the sports bonuses or casino bonuses. While registering they didn't ask any verification. From 26th may my withdrawal was pending and when I enquired they sent me verification mail. I submitted all the documents they asked for verification. Then they blocked my account without any notice. I have not violated any rules. I have one account and I have always played with my money. My last deposit was 1 lakh rupees. Afternoon playing the game I had 76208 rupees in my account but they blocked my withdrawal and now they blocked my account also. I need my money back.

Thank you very much, bijianil1974, 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 bijianil1974,

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!

Игрок был заблокирован по пункту 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.

https://kazinoazov.net/1win-casino-akkaunt-igroka-zablokirovan-28 - это жалоба связанного аккаунта, где игрок прямым текстом освещает факт использования одних и тех же реквизитов на аккаунте.

С уважением, команда 1win.

Dear bijianil1974,

Can you please confirm if it's correct that you have deposited funds into the casino from a bank account that doesn't belong to you? Please be honest with your answer because we believe the casino can provide us with relevant evidence confirming this transaction.

Kind regards,

Tomas

Right from beginning I was using my daughter's and son's account for depositing. I deposited many times and played many games but was never questioned. If it is against their rules they shouldn't have accepted my deposits. They should block my account only after returning my money. How can they block my account without giving my own money ?

Dear bijianil1974,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As you confirmed above, you have used a payment method that doesn't belong to you, so there's nothing we can do to help. The casino acted correctly and within its terms and conditions.

If you want to play again at any other casino, I strongly recommend that you use a payment method that belongs only to you. This is one of the basic rules of online gambling.

For the above reasons, this complaint will be rejected.

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.

Best regards,

Tomas