The player from India had his account in 1win blocked after playing for a month and depositing 40k. Customer support directed him to email the security team, but he did not receive a response. He sought to unblock his account and recover his 40k. The issue was reviewed, and it was found that the same crypto address had been used to fund two accounts, which violated the casino's terms regarding third-party payments. Consequently, the complaint was rejected due to the anti-money laundering policy, and the player was unable to recover his funds.
1win Casino - Player's account has been blocked.
Amount: 40,000 INR
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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5 months ago
Hello,
Id- 511245
My account in 1win is verified successfully and I am playing here from 1 month.
Today i deposited 40k and i playing in live casino. Suddenly it is logout and when I try to login it says your account is blocked and when i reached out to customer support they saying mail to security team which i did but no response.
I am player who plays loyally and I haven't used any bonus from them and I don't have multiple ID's as well and check if you want.. this is not fair I have 40k still left in my account and please I need that money to pay my emi.
So i request you to please unblock and allow me to give my money back.
Humble request.
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4 months ago
Dear ownskings277,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- What was the casino's justification for blocking your account?
- Did you achieve your current balance with the help of a bonus?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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4 months ago
Thank you very much, ownskings277, for your patience. I will now transfer your complaint to my colleague Stefan (stefan.m@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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4 months ago
Hello ownskings277,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.
Dear 1win Casino,
Could you comment on this?
Thank you in advance for providing the information.
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4 months ago
Hello stefan sir i am glad to have you here.thank you very much for helping me
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4 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 activities by canceling bets and closing the bettor’s gaming account.
Best regards, 1win team.
Automatic translation:
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4 months ago
What about my dear 1 win team and also you not give any warning and i don’t know which rule i brooke i just need my funds back please that was my hard earn money
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4 months ago
Dear casino guru olease told him to aleats give my money back i am also dont want to play with 1 win i just need my funds back that was my hard earned money
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4 months ago
Dear 1win Casino,
Thank you for your response and the information provided.
Could you elaborate more on the breaking of rule 9.7 in terms and conditions?
I'll be awaiting your reply.
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4 months ago
Translation
Good afternoon
Sent evidence by email. Look here please.
Best regards, 1win team.
Automatic translation:
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4 months ago
Hello ownskings277,
I received the evidence provided by the 1win Casino. It appears that the same crypto address was used to fund two accounts. Could you comment on this?
I'll be awaiting your reply.
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4 months ago
Dear support ya me my big brother both are playing with 1win casino in so maybe i think we used our usdt address i am really sorry for that i dont know about that can you please tell him to give my money back its really my hard earn money
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4 months ago
Hello ownskings277,
It is strictly prohibited to fund the casino account with third-party payment due to AML (anti-money laundering) policy.
Due to the aforementioned reasons, 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.
