The player from India had their account blocked after making significant profits without using any bonuses. After gathering and reviewing all the necessary information, we closed the complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts used by 1 person. The same personal information and details were used in more than 1 casino account. The complainant's disputed account was one of them. In addition, the accusations are very likely related to sports betting and a breach of sports betting rules, which we, as a website focused on online casinos, currently do not deal with.
1win Casino - Player's account has been blocked.
Amount: 78,000 INR
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
My Gaming Id:- 37***578
1 win blocked my account today.. when I did not do any such activity that 1 win block my account?? I used to think that I won by betting on very big odds in casino and sports.. and I made a profit of 5 times more than what I had put to win.. If 1 win will do this to everyone then 1 day no one will be on their platform Will see.. I didn't use bonus or any spin...I just played with the money I deposited..
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1 year ago
Dear Jackwill,
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. When did you create your account, please? Could you please advise if you passed the KYC verification before the casino blocked you?
Do I understand correctly that INR78000 (dispute value) is being held in your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
I created my account on 10th June. Yes my account is blocked after my KYC verification..but when I talked to 1 win team on telegram then my withdrawal was approved and told me that you can do your withdrawal..but after that like this Blocking is wrong..if their team has approved my withdrawal first then how can they block me later??? This is very unfair to me.. I have given below the screenshot of my withdrawal approval, you can see how big 1 win is doing fraud with everyone..
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1 year ago
Thank you very much, Jackwill, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello, Jackwill,
I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear 1win Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why has the player's account been blocked? Have any of his winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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1 year ago
Translation
Good afternoon
Evidence has been emailed.
Sincerely, 1win team.
Automatic translation:
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1 year ago
The email was sent to me, Jackwill.
Dear 1win Casino team,
Thank you for your email and the details provided.
Can you please look at my last email regarding this complaint and provide me with the additional information requested?
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1 year ago
Translation
Good afternoon
We sent an email with a more detailed description of the reasons for blocking.
Sincerely, 1win team.
Automatic translation:
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1 year ago
Dear Jackwill,
After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts used by 1 person, which is strictly prohibited in all online casinos, especially if a player gains an unfair advantage over the casino by playing in such a way. The same personal information and details were used in more than 1 casino account. Your disputed account was one of them. In addition, the accusations very likely relate to sports betting and breaching sports betting rules.
A successful verification is a must to be able to withdraw any funds from your casino account. Unfortunately, your account(s) did not pass the additional verification and checks made on the casino's side for the reasons stated above. The casino acted correctly and in accordance with its terms and conditions.
I am 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or one of the websites that deal with sports betting-related complaints.
In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, 1win Casino team, for providing all the details and for your cooperation!
Best regards,
Branislav, Casino.Guru
