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

Hello Dear 1win Team

Unfortunately Your 1Win Team Has Block My Account And Tell Me That You Break Our Rules But i Didn't Break Any Rules and I have All Evidence Please Recover My Account And Give me My Money back ! gaming id 12480103

My account has block on this date 18 July 2023

Dear sulaimanofficial580,

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 if you passed the KYC verification before the casino blocked you?

Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.? Have you accumulated your winnings with or without an active bonus?

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

Thank you for replying me my KYC everything was completed I was playing aviator game in casino game I deposited 3000 according to Pakistani currency and I won 2000 I made withdrawal several times but it is pending I used to leave, I have proof of this, my withdrawal was not received, then I contacted 1Win people through email and they blocked my account in response, just give me back my deposited money (gaming id 12480103).

I had a bonus but I didn't know how to use it. I used to play the game with the deposited amount and I tried to withdraw many times but I didn't get it. Kindly request you guys to give me my money back.

Thank you very much for your reply, sulaimanofficial580. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Here is what was said to my 1 win team. My account has been BLOCKED for no reason. Kindly fix my account or return my deposited money. Thanks

Gaming id 12480103

Well, I clearly see that the casino informed you which rule you breached. Do I understand correctly that you are not aware of violating this term? Could you please confirm you didn't create more than one account in this specific casino?

Dear sulaimanofficial580,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Casino team, thank you for your reply. I did not have any other casino account. please fix my account and return my deposited amount to me. Thanks

I have not violated any rules of casino please fix my account

My friends also had the problem. He asked for help through gmail but in return he also received a block message. We haven't done any violation please fix my account

Thank you very much, sulaimanofficial580, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Dear Tomas ! hope you are ok my account is blocked and I have been messaging here for the last three weeks but still my account is not fixed I request you I have not violated any ban so Give me my money back. I hope you will solve my problem seriously - thank you

Hi sulaimanofficial580,

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.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

I don't know that I had deposited and with that money I was playing Aviator and Aviatrix games. And when I tried to withdraw after that, I did not receive my withdrawal. When I asked the 1win team for help, they blocked my account and said that you have committed a violation. has not done

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.

Hello dear casino, thanks for your reply, I did not violate any rules, I used to play the game like this before, then there was no problem. And I have not misused any other software, this is your misunderstanding, I was not getting my withdrawal, so I filed a complaint, I knew that you guys will delete my account, this is very bad, guys. I swear I have not opened another account instead of one. Many people's accounts have been closed. You people are cheating us and stealing our money. You should be ashamed. If you continue to delete people's accounts in the same way, then everyone will lose their trust in you. So fix my account and return my money to me

Dear 1win Casino,

If that is the case, can you please provide us with relevant evidence? You can send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Добрый день!

Отправили письмо с доказательствами на электронный адрес tomas.k@casino.guru

С уважением, команда 1win.

Dear sulaimanofficial580,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using the same payment method in related accounts. The casino acted correctly and within its terms and conditions.

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.

Thank you very much, 1win Casino, for providing information and your cooperation.

Best regards,

Tomas