The player from Brazil, who made large deposits on 1WIN, has had his account inexplicably blocked for almost a month. Despite submitting the requested documents, the player received an email indicating an infraction under clause 9.7 and is being denied access to over R$ 4,000. The player is seeking help to retrieve his funds. The casino has provided us with evidence of multiple accounts, therefore we have rejected the complaint.
1win Casino - Player's account has been blocked.
Amount: 4,300 R$
1win Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Hello, my name is Aleksandro, I have had a 1WIN account since 2022, I still remember almost 2 years since my first deposit of 100 reais..
It's been many days, almost a month since my account was strangely blocked after I made larger deposits, they asked me to send my documents and so I did, shortly afterwards I was surprised by an email replying that I had committed an infraction, in clause 9.7 Since I only made bets and deposits, I don't even remember any withdrawals being made.
Today I find myself with an immense loss, which I can't even resolve by email, phone or chat, they are simply withholding my money that exceeds R$4,000, this is absurd, given that my account is very old and at no point have I provided any assistance due.
[This part was edited by Casino Guru as it contained personal information]
I will take the liberty of attaching some unsuccessful contact attempts.
Because I'm desperate, no one can help me...
please help me CASINO GURU.
I just want my rightful value, I don't believe I did anything to make this injustice happen to me, if necessary, I will send all my documents and proof of identity / CPF
I don't want and I don't want my account to be unblocked, just what is rightfully mine, my money, which at no point does they say they will return, they just say they can't help me with anything.
Edited by a Casino Guru admin
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6 months ago
Dear Aleksandro,
Thank you very much for submitting this complaint. I'm really sorry to hear about your issue with 1win Casino. I have checked the Terms and Conditions on the casino website, and this is what I found:
9.7. If the bet participant commits cheating against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for betting, abuse of loyalty programs, etc.), the betting company reserves the right to suppress such cheating by canceling bets and closing the game account of the bet participant.
Could you please tell me if the casino specified exactly which rule you broke?
Do I understand correctly that you had to send your identity documents one more time for verification purposes? Could you please advise if these documents have been approved or not?
What kinds of games did you play?
I have also checked the screenshots you provided us with. It would be very helpful if you forward me the email communication between you and the casino regarding the blocking of your account to veronika.l@casino.guru.
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
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6 months ago
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"Could you tell me if the casino specified exactly which rule you broke?" They did not specify
"Could you please advise whether these documents were approved or not?" They also didn't respond about this, just that it is blocked and they don't tell me how to recover my deposited amounts, even via pix containing my CPF and proving identity.
"What types of games did you play?" Sports betting, football, basketball, etc. and sometimes Bac bo at the casino
Thank you for your willingness to help, I will immediately forward all emails sent to them and unfounded responses.
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6 months ago
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In addition, they insist that I send more emails to security, who have not responded to me for quite some time. I would just like to get my values back and put an end to this injustice.
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6 months ago
Thank you very much, Aleksandro, 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.
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6 months ago
Hello there,
Thank you Aleksandro 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 what can we do to help resolve this issue.
Thank you!
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6 months ago
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Hi Peter, I appreciate your efforts. Just wait for a response regarding my refund of outstanding amounts on the platform. This keeps me distressed, but I have confidence that they will and are already helping me.
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6 months ago
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Does 1WIn usually respond? Every time I tried to contact them, it was almost impossible.
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6 months ago
Dear Aleksandro, I have had multiple complaints to 1win Casino that I was able to resolve so I'm confident that they will respond soon. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. I understand your frustration but I ask for your patience in this matter.
Thank you in advance!
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6 months ago
Translation
Good afternoon
The account was blocked in accordance with clause 9.7 of the rules:
In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.
Best regards, 1win team.
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6 months ago
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Practically what they sent me in the email, in the end the block is something that doesn't interest me at the moment, I'm looking for my money in the account that is rightfully mine.
There is even a clause that the blocked player's account must be refunded! I request an agreement, I just can't understand why an account is so old (2022) and they came to block my account almost in 2024 with the same data and without changing bets, even with proof of complete identity and being the real owner of the cpf pix that I used to deposit... I want a solution, not a replica of answers already said 300 times, account blocked OK, but what about my money? Is it for you???
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5 months ago
Dear 1win Casino Team, could you please provide me with evidence of fraudulent activity to my email?(peter.c@casino.guru) Also, I would like to ask if the player will be refunded their deposit.
Thank you in advance!
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5 months ago
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Peter, that’s what the casino is…
lose and win, but steal? My deposits, my money in a difficult situation, my daughter having to undergo life-threatening surgery and 1win not even there, I had to go it alone and ask for money from others, in addition to that it caused me immense embarrassment...
I only want the amount that is in my account.
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5 months ago
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Good afternoon
Sent the evidence to peter.c@casino.guru . Look here please.
Best regards, 1win team.
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5 months ago
Thank you for providing the evidence 1win Casino Team.
Dear Aleksandro, the casino has provided me with evidence of multiple accounts which violates the casino's terms and conditions. Due to that reason, 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.
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