The player from Ivory Coast had been waiting for his withdrawal for several months. After he provided his verification documents, the casino had blocked his account without providing an explanation. The player had clarified that he did not use any bonus and had bet on football games and other casino games. However, we had been unable to assist him due to our lack of expertise in sports betting and had suggested him to seek help from platforms specializing in sports betting. After we reopened the complaint upon the player's request and conducted further investigation, we found that the player had breached the casino's terms and conditions by having multiple accounts and using the same payment method in related accounts. Consequently, the complaint was rejected.
1win Casino - Player's account has been blocked.
Amount: 500,000 CFA
1win Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
am a legal customer of 1win 29649737 , i deposited a lot of money, after loosing more than 6000$ i decided my remaining balance, but it it didn’t arrive after a month, so i chat them, they asked to provide some documents that i provided without problem, but since june my money have not been released and my account is blocked for no reason, please help me.
Dear Danielbrou,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the KYC verification?
Kindly specify when exactly the casino blocked your account. Have you received any explanation if it is blocked permanently or just temporarily?
What games did you play? Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.
Best regards
Veronika
they blocked my account since july, there was no explanation after i provided the documents they asked me.
i provided all documents asked but since July i have no answer from them and my money is blocked.
I bet on football incomes
I don’t use any kind of bonus
They are now saying that my account is blocked and can not be restored , they locked my account without any proof, i don’t have other account in my name, that was even my first account on a bookmaker. Please note that i have 805usd left in my account.
Dear Danielbrou,
Thank you very much for your answers. Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
I hope they will be able to help you with your issue. Please understand, that we wouldn't be able to advise you correctly as we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons. Therefore, your complaint will now be rejected.
I’m truly sorry we couldn’t be of more help.
Thank you for your understanding.
Best regards,
Veronika
To clarify the games i used to play, i will correct that i used to bet on casinos like roulette, crash , poker and others football incomes, i didn’t know that i should make these specifications.
We’ve reopened this complaint at the request of Danielbrou. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
The player sent us the following message:
Hello i don’t play on football only , i often bet on crash in casinos , roulette and poker, i didn’t know that answer matters
Thank you very much, Danielbrou, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Dear Danielbrou,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite 1win Casino to join the conversation.
Dear 1win Casino,
Can you please provide more information on why the player's account is blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Good afternoon
Sent the evidence to michal.k@casino.guru . Look here please.
Best regards, 1win team.
i didn’t use any bonus or others things, this is my first account created with one of your partners, even if you closed my account, i need my money because i didn’t use any bonus.
Thank you for your email, 1win team. I have replied back and am awaiting further information to better understand the situation.
Good afternoon
They responded by email michal.k@casino.guru . Look here please.
Best regards, 1win team.
Thank you for your email and the provided evidence, 1win team.
Dear Danielbrou,
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 - multiple accounts and using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.
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,
Michal
Casino Guru
