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

Hello Casinoguru,

I am p*** V*** B*** from India.I am playing 1win casino from long time everything was fine before , then one day I won in lightning roulette, then my withdrawal sttoped, I asked to support and they told me it's a security problem so contact with security team on email, then I contact security team using email then they asked me to my document, I send all the documents they asked for, after that they asked me to reply in 14 to 30 days, after 30 days they blocked my account as per rule number 9.7 , i didn't use any bonus or I didn't do anything wrong, so my request to casinoguru is to please return the money from 1win

Dear Vijay290, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Please forward the documents you provided the casino 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

Dear Veronika

I have sent all the documents they asked for on April 10,2023 , I have also sent them to your email (veronika.l@casino.guru) please check it.

Sincerely,

Vijay p***

Dear Vijay290,

After a thorough review of your case, we have to agree with the casino's decision to permanently close your account. The documents you have provided show signs of editing, which is not allowed, in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated.

Because of the aforementioned reasons, we have to reject your complaint.

I strongly advise you to refrain from any attempts to use documents of questionable authenticity in the future.

If you run into any issues with this or any other casino in the future, don’t hesitate to contact us. 

We are here to help.

Best regards,

Veronika