The player from India had his account blocked after he deposited 16000. He had sought assistance on how to unblock his account, stating that he had successfully made deposits in the past. He had claimed that the casino had blocked his account without informing him and that his funds were still in the game. The casino had responded, citing clause 9.7 of their rules, which allowed them to block accounts in cases of fraudulent actions. We had requested evidence from the casino, which they had provided. After we reviewed the evidence, we had concluded that the player had breached the casino's terms and conditions by creating multiple accounts and using the same payment method across these accounts. Therefore, we had upheld the casino's decision to block the player's account.
1win Casino - Player's account has been blocked.
Amount: 16,000 INR
1win Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
1win account blocked I'm vip player in 1win but they blocked me tell me how to open my I'd my I just recharged 16000 and they blocked me
Dear ikacchi6,
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. Do I understand correctly that your account was blocked immediately after the deposit was credited? Have you made any successful deposits before, or was this your first time depositing money into this casino? Could you please advise if you passed the verification before the casino closed your account?
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
Before I deposited money many times this is not first diposit I lossed 6 lakhs in 1win casino and 1win never happened this but suddenly I deposited 16000thousand and play some bets in Rocketx avaitor flash message shown your I'd blocked I cand understand I contacted support but they said contact security mail them I mailed they asked me my I'd proofs with selfie I given them all they want but they didn't unblock my I'd and they are doing fraud they how can they block my I'd without informing my money is in it and they blocked my I'd I want my gaming balance back then they block me I have no problem but I want my money back or my I'd unblock
No not immediately blocked I played sum bets.
Yes before I mad successfuly deposits. no this was not first time.
The blocked my I'd without informing mee my funds are in game id
I just want my money back plz help
Thank you very much for your reply, ikacchi6. Have you received any explanation regarding the blocked account? 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.
Never play again I just want my last money back
Thank you very much, ikacchi6, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 soon.
Hello ikacchi6,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I understand your frustration, no fair and licensed casino would block your account without any valid reason, and 1win Casino is no exception. 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?
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.
Dear 1win Casino,
Please forward any supporting evidence of your claim to me at michal.k@casino.guru
Good afternoon
Sent proof by email.
Best regards, 1win team.
Dear 1win Casino Team,
Thank you for the provided information and evidence.
Dear ikacchi6,
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. 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
