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

Hello sir , i have only single 1win account, they have blocked my account I have never used any other account. For 8 days they did not give me my withdrawals as i used to play different rowllet games i was able to increase my winnings.

Today when i tried to login my account,it says your account has been blocked, i have received mail stating that according to the rule 9.7 your account has been blocked. But i I did not do anything they are saying.

I mailed them explaining i have not done anything, but no reply. I am Fully varified with the platform.

I need my money, please help me .

Screenshot i have shared is 3 days old . To amount is lesser than what i am stating

Dear beingmickey,

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 how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

1. My account(game id: 75***718)was registered on 7th of june , i have completed my varification.
2. Have been playing live casino (roulette) , and teen patti .
3. No my winnings wasn't mixed with any bonuses .
4. I have mailed you relevant conversation as email .

If Any 1win moderator here i would like hear from him .

I have nothing left , as i have trusted this website . Now i don't have anything in my bank account. They took my winnings and deposited amount too .

While i have talked with their chat support they say "please contact our security team via email".

Which i have done so many times, but they only reply i get is -

"Hello!

Our security service has carried out a comprehensive and objective check regarding your game account be****ic*ey@gmail.com and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account b*****ic*ey@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice."

No one can even scam me anymore because i have no money to get scammed .

If casino guru is real and legit,you are my last hope . Please help me 🙏

Thank you very much, beingmickey, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 petronela ,

Thankyou for helping . I hope 1win listen to Us and unban my account, i am exited to hear from branislav .

Hello, beingmickey,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you 1win for responding .

I think we have two issues.

1. Condition mentioned in the 1win 9.7 clause.

2. Case of multiple accounts .

As a player on 1win , this is my side .

1. Condition mentioned in the 1win 9.7 clause :

If 1win casino being honest here they are not following their own guidelines here .

I have read 1win terms and conditions too . Provided screenshot too .

My account was blocked under the 9.7 rule by 1win casino , which also says account can be blocked with return of the deposited funds .

So they needs to Provide me my funds which was deposited in my account before blocking my account.

2. Case of multiple accounts :

Regarding the situation here as 1win states , i again wants to make it clear that i don't have any multiple accounts, though 1win needs to understand that every person cannot have the unique utility bills (if they found it same with other id), because in the rules it self not mentioned that only single player from a resident only can make account .

Matching utility bills can't determine the the uniqueness of player on can determine the residential proof but unique National id provides the uniqueness. Which is unique in my case also i have never logged in any other players game id in my phone which is personal.

But i already know 2 other players from my residence. Because this is the only thing they can match with other account . I am totally legit player, playing since i have made my account and also i am vip Player with 800+ 1win points .

I have used withdrawal request on my own verified bank account and own wallets .

I confirm that i never have ever interested or intended to do any malicious practice with the 1win in past and future , never used multiple accounts.

Also I request 1win to allow me to use their platform if their team wants me to again do varification , i will do it .

Hope i will also get to see the proofs sent by casino and can be explained as we can expect two way communication here on casino guru .

Thank you Casino guru and 1win team .

Dear beingmickey,

Several things play against you here. It is not about a match of a utility bill (which only confirms multiple accounts use, and you basically admitted it yourself above). There was another match that you likely did not realize or forgot about, which directly connected the linked accounts and made the KYC impossible (which is mandatory to withdraw anything from the casino account). In addition, if I checked it correctly, the rule is written differently now, and I also recommend you read all the casino's Terms and Conditions. If you intentionally breached the casino's Terms and Conditions and/or abused its system in any way, it is not alright to expect the casino to refund your deposit(s), these are the consequences. Otherwise, you would basically not lose anything even while breaching the casino's rules - either receiving an entire remaining balance (being in plus) or the last deposit (being at the same, without losing anything)... It does not work like that. Also, I believe the casino will not keep the confiscated funds, but hand over the funds to the respective regulator or institution.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and failed KYC/verification after further inspection of the linked accounts. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the advanced KYC, the casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution and would like to discuss the supporting evidence or refund of your last deposit, I recommend you consult the gambling authority that the casino is regulated by.

In case you have any questions or the regulator would decide in your favour by some miracle, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1win Team, for providing information and your cooperation.

Best regards,

Branislav, Casino.Guru