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

Hello my ID at 1win is 37792794 and my e-mail bakelos@inbox.lv

Hi there. I was playing 1win casino for quite a long time, I think 3-4 weeks. I was losing, then one day I got lucky and got big win on Sugar Rush game from Pragmatic Play. My balance was $4044.

I tried to withdraw some money, but my withdrawal was processing for long time so I asked on chat whats going on - they told me to write to security team which I did.

They asked me for standard KYC which I obviously did, I mean I have sent all required documents. Then they wrote me this message:

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.)

Sincerely, 1win team.

So I waited, my account was ok, my withdrawals was pending, and meanwhile after losing some money from balance, around $1000 (so still had good amount left) I couldnt login anymore. I was surprised cause no message came from them and then immediately I received this on my email:

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account bakelos@inbox.lv and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account bakelos@inbox.lv has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Best regards.

I can't login to my acccount, I can't get my winnings, can't even get my deposit back which should be quite normal if I did something wrong which I for sure did not. This was my first and only account, I never used any software also I never abused any loyalty programs or bonuses. Obviously they are not answering me anymore and their live chat is just uselles.

Please Casino Guru help me with my case, thank you.

Hi what should I reply, I had this info that I have 7 days to reply but you did not ask me any questions. Waiting for them.

Dear szczerkos,

I apologize, there has been some technical glitch and because of that, my reply has not been sent.

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 to make sure I understand your situation completely.

Have you made any successful withdrawals in this casino before?

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

What other games besides Sugar Rush have you played?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi there, no problem. Yes I did withdraw before. Also, there is no chance to resign from bonus in 1win, they added me some money automatically but I never wanted it and never abused any of their T&C about this. It was like 10-15$ mostly and 2 or 3 times. Yes, I did played other Pragmatic Play provider slots like Sweet Bonanza, 1win Bonanza and also live casino Crazy time.

Waiting for your reply. Regards.

Could you please send me the email from the casino regarding your account closure to veronika.l@casino.guru? Thank you.

Hello. Documents sent, please check your email.

Thank you very much, szczerkos, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you szczerkos for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.

Thank you!

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 Team, could you please provide evidence of these fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance!

Добрый день!

Мы отправили информацию на почту peter.c@casino.guru

Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear 1win Casino Team, thank you for providing the documents, there is in fact evidence of multi-accounting. The player has requested that we share the evidence with him, may we do so in this thread or via their email? The message in the thread may be set as private and only be visible to the involved parties.

Thank you in advance!

Уважаемый Peter, мы понимаем желание игрока узнать детали, но та информация, которую мы отправили вам по электронной почте является конфиденциальной и не может быть распространена дальше, чем личная переписка представителя 1win и Casino Guru. Просим не передавать скриншоты игроку.

С уважением, команда 1win.

I wish to see the evidence please. Or at least write me what did I do? I never gave my phone to someone who use 1win and I used my account only on my phone. 1win casino and Casino Guru - I want my deposited personal money back at least please, I counted and there is still my money, I can accept no winnings paid but I want my deposited money back please.

Dear szczerkos, I have requested further evidence from the casino which I received and was shown that there was a cryptocurrency crossing of your crypto wallet that resulted in your block due to duplicate accounts. Sadly, I am not allowed to share the evidence with you as per an agreement with the casino. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

No I don’t understand nothing here. I received money on my crypto wallet from friend and how could I know that he has account on 1win? I don’t even know if he has to be honest. Even if he has, what is wrong here? He owed me some money and sent me to my crypto wallet, it could have been anyone else who sent me it and it will lead to account be blocked?

Also, how is this a crime that friend sent me money?? This is just ridiculous. I would understand if this was for example same wallet with same name and two or more accounts with same payment method but once again saying about cryptocurrency crossing it’s just RIDICULOUS.

1winCasino - please I want my deposited money back. I can accept no winnings but this is just robbery taking my deposit and not letting me withdraw it. Waiting for 1winCasino and CasinoGuru to reply.

Dear szczerkos, I understand your frustration but as you have used a crypto transfer to receive the funds from your friend it will be difficult to prove that the funds were not used in collusion in the casino as the nature of crypto transactions is anonymity. If you can provide any record of transactions from your wallet I might be able to investigate further on your behalf.

Thank you in advance!

Hello there. Will prove my point today, sorry for late reply but I was a bit away.

Добрый день.

Уважаемый Peter, вы не оставили никакого сообщения, а просто переключили таймер на нас? Мы должны дать какое-то решение?

Мы бы хотели услышать и ваше мнение тоже, но не получили ответ ни на почту, ни в публичной переписке.

С уважением, команда 1win.

I apologize for the miscommunication, I must've set the timer for the casino instead of prolonging it for myself as I was out of the office for a few days and wasn't able to review the new information straight away. I will review the information and write you an email. Thank you for your understanding.

https://casino.guru/1win-casino-player-s-withdrawal-delayed-and-account

I see user here did get his money and had similar modus operandi like me, after sending documents he has been blocked and same message was sent to him. Maybe there is a chance for me to get my money? Still waiting for your reply CasinoGuru and 1win Casino.

Добрый день!

Уважаемый Peter, мы отправили на вашу электронную почту дополнительные доказательства.

С уважением, команда 1win.

Dear szczerkos, I have received detailed evidence that has clear signs of collusion and sadly will not be able to help you further in this matter. This complaint will now be rejected, thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.