The player from India had her account blocked during the verification procedure.
1win Casino - Player’s account has been blocked.
Amount: 35,000 INR
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I am U. P. from India. I am playing in 1win casino, First time everything was fine but then my withdrawal stopped. I asked the support and they told me to contact the security team if I have a security problem. Then I emailed the security team and they asked for my documents. Then I sent my documents to them and they asked me to reply within 14 days to 30 days , I waited a lot and after more then 30 days they sent me an email saying due to rule no 9.7 and blocked my account , I had 35000 in that account, so my only request to casinoguru is to return my money I have never done anything wrong.
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1 year ago
Dear patelurmilam11,
Thank you very much for submitting your complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Veronika
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1 year ago
Dear Veronika,
I have send my National id card (Adharcard),Selfie with National id Card (Adharcard) and Bankpasbook on 7th April, 2023 and I have only one account in 1win casino, and i don't use any type of bonus.
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1 year ago
Thank you very much, patelurmilam11, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.
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1 year ago
Hello, patelurmilam11!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
Translation
Good afternoon
Dear patelurmilam11, please specify the mail that was linked to your game account or account ID so that we can check the information.
Sincerely, 1win team.
Automatic translation:
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1 year ago
Translation
Good afternoon
The account has been blocked in accordance with paragraph 9.7 of the rules -
In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.
Sincerely, 1win team.
Automatic translation:
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1 year ago
1Win Team, thank you for your response! Could you, please, clarify which rule exactly did the player breach? Also, it would be very helpful if you could provide me any proof to my e-mail: pavel.k@casino.guru. Without it we cannot reject the complaint if the player has indeed breached terms and conditions.
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1 year ago
Translation
Good afternoon
In the current case, we are ready to return the player's funds from the balance to his personal details.
Dear patelurmilam11, is it possible for you to send us the crypto wallet number (on the TRC or ERC network)?
Sincerely, 1win team.
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1 year ago
Hello Pavel,
Thank you so much Pavel, Casinoguru and 1win , my crypto wallet address is -
Wallet Address - TS4h87PKXMXqUZjDPheC5VoZApnpJwNamK
Network - TRC20
Let me know when you deposit the money and please do it fast
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1 year ago
Translation
Good afternoon
Dear patelurmilam11, please confirm receipt of funds.
Sincerely, 1win team.
Automatic translation:
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1 year ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, patelurmilam11, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Pavel K
Casino Guru Team
