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

Hello casino guru team,

My account blocked by 1win team and now not able to login and the account have more than 56k in it. Can you please pull 1win team and ask them why they blocked my account without any information. 56k inr is a big amount and not getting positive response from them. Also i have shared kyc details to them as asked.

Please help as i m seeking positive support from you guy's

Dear prajapatiaditi1995,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you successfully passed the KYC verification?

Have you made any previous withdrawals from this casino in the past?

When was the last time you communicated with customer support and what was it about?

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

I have received the email to share kyc details before, when i have shared the details they blocked my account after 14 days without any notification. I contacted several times with the customer care but they always shared one email and ask to raise mail to them.

Actually i want my money which is available in my account.

I haven't made a single withdrawal from my account.

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.

Pfa the mail i received from them post account blocking

Thank you very much, prajapatiaditi1995, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of 1win Casino to join the conversation and participate in the investigation of the case. Could you please explain why the player's account has been blocked? 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.

Thank you for your fast response. Could you please send me more details about the case? My email address is veronika.l@casino.guru.

Please let me know as well , what is fraudulent activities means. Need to know the reason as amount is more than 56k which is not a small amount.

Any update team? @veronika

Добрый день!

Отправили доказательства на электронную почту veronika.l@casino.guru

С уважением, команда 1win.

Veronica waiting for update on this. Seeking support here.

Team looking for support here

Dear prajapatiaditi1995,

I am sorry but the casino provided us with evidence that you had multiple accounts open in 1win. This is strictly against the Terms and Conditions.

Due to this reason, your 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.