The player from Argentina had their account blocked without a given reason, and despite having submitted KYC documents over 35 days prior, they had not heard back from the casino. The player had managed to withdraw funds a few times before being blocked and was now demanding the return of their deposit. After the Complaints Team's investigation and communication with the casino, it was determined that the player had breached the casino's terms and conditions. The complaint was rejected as unjustified because the player had multiple accounts and used the same payment method in related accounts.
1win Casino - Player's account has been blocked.
Amount: $100,000 ARS
1win Casino
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Dear Facu11,
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 which documents you have provided? Have you provided all the required documents as soon as possible and in the correct format?
Do I understand correctly that ARS 100,000 (dispute value) is being held in your casino account? 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
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9 months ago
Translation
Hello! Yes, I provided all the documentation on the same day it was requested by 1win. (On December 18, 2023) then they did not respond to any of the emails sent.
Please provide the following documentation:
-proof of address
-selfie with ID
-National identity document.
Yes, $100,000 (one hundred thousand Argentine pesos) is what was left in the 1win account and I cannot enter the account because it is blocked, therefore I cannot withdraw it either. I don't use the bonds nor am I interested, they are not active, I just want my money back.
In the event that the account that is blocked cannot be unlocked, I ask 1win to return my money, since it is illegal for it to keep what is mine.
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9 months ago
Thank you very much, Facu11, 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 in the near future.
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9 months ago
Hello Facu11,
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 was the player's account blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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9 months ago
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Good afternoon
Sent evidence by email. Look here please
Best regards, 1win team.
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9 months ago
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In case I have sent any evidence about my blocking and the justification for it, nowhere in the terms and conditions do they indicate that 1win casino can keep the user's money. It only indicates that the bookmaker reserves the right to stop such activities by canceling bets and closing the bettor's gaming account. I do not accept that they keep my money, give me back what belongs to me.
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9 months ago
Dear 1win Casino,
Thank you for your email, I have replied back with some additional questions to better understand the situation.
Dear Facu11,
Can you please confirm that you have opened the account in your own name, have used your own payment methods held in your name, and have not somehow cooperated with any third party that has an account at 1win Casino?
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9 months ago
Translation
Yeah. I confirm. Please create the account in my name, the payment methods for loading and withdrawing are all in my name, and do not cooperate with third parties in any way. I loaded up money, played different games, was able to make some withdrawals but then they ended up blocking my account.
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9 months ago
Dear Facu11,
Thank you for the confirmation. I am currently awaiting additional details from the 1win team to provide further clarity on the situation.
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9 months ago
Dear 1win Casino Team,
Thank you for the provided information and evidence.
Dear Facu11,
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.
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
