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

Dear Abdulrahaman,

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 winnings have been cancelled and your account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

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. Thank you in advance for your reply.

Best regards,

Petronela 

Thank you Petronela,

1.Yes Petronela, my account was blocked probably due to an unsuccessful verification,

2.I provided the documents the day I was asked to, within few hours intervals,

3.A message was sent to me quoting the clause 9.7 in the general terms....meanwhile in anyway I did not breach the terms and conditions,I do not have multiple accounts,it was my first and only account,I did not use a software app on the app.

4.I did not used the bonuses, I don't know how to access it, I used my money, the money I deposited into the account...90$ and I grew it into a 130$

5. I will foward my documents to your email.

Thank you so much Petronela, I really appreciate!

Best regards,

Abdulrahaman.

Thank you very much, Abdulrahaman, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Abdulrahaman,

I've just reviewed your case and am sorry to hear that you have to deal with such a problem. I'll try my best to help you by contacting the casino.

Dear 1win Casino team, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's case? Can you please specify in which way the player has breached your terms and conditions (clause 9.7)? I'd very much appreciate it if you are able to send any supporting evidence to my email address natalia.b@casino.guru.

Looking forward to hearing from you.

Kind regards,

Natalia

Thank you very much Natalia,

I really appreciate.

my first deposit was $45,while I was trying to place a bet,I accidentally spinned the whole of my $45 on the wheel of fortune against 1.5odds, and I was fortunate enough to win the spin and my balance became $67.5, I got lucky, and then I initiated the withdrawals but was denied.

I later deposited another $45, the deposit was successful but the other withdrawal wasn't.

I placed some bets with the $45 i won and lost some but it grew aswell.

I contacted a customer service and he asked me to cancel the withdrawals and place it again with a different amount, I did, but i didn't get a withdrawal.

I contacted again,but was asked to contact the experts with email address contact@1win.xyz, the experts asked me to provide my informations, I did, but my account got closed afterwards.

This is an app that I was new to, meanwhile I read all the rules and regulations governing the site, it is the only account I have,and I did not play in an arbitrade situation.

It was really surprising that I was accused with the (clause 9.7).

Hello, Abdulrahaman!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of the Terms of use of the site, section "General Terms and Conditions (hereinafter - Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Best regards, 1win team.

Hello 1win,

You're been asked to specify in which way I have breached the rule P.9.7 clause in the general terms....what my actual offence is,what fraudulent have I made/committed!!

Dear Abdulrahaman,

the casino representative contacted me so now I'm waiting for more information from their side. I will post the updates when I receive any further details regarding your case.

Thank you Natalia,

I really appreciate!

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’.

Oh my God😔, dear Natalia, the time is about to elapse....this might sound unofficial, but the lord is my witness, in anyway I didn't violate a rule,its the only account I had, and have opened with 1win.

They should make a proper check on thier platform.

If you can,please tell them to refund my $90, they don't have to pay me the $40 that makes it $130.

I'm truly inneed of money😭, this money will go a long way in my life,they should please tamper with mercy.🙏

Hello!

Natalia, we are waiting for your response for further discussion on this complaint. 

Best regards, 1win team.

Dear Abdulrahaman, please don't worry so far. I'm in contact regarding your case with the casino representative, so it won't be closed until we find out what's the matter.

I'd like to inform you as well that I received your emails with all the attachments, thank you.

I'll extend the timer for 7 more days while the case is being discussed.

Regards,

Natalia

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’.

This complaint continues to be discussed privately. 

Dear 1win representative,

Why didn't your experts have adequate/relevant reasons with details before closing one's account together with thier funds inside?

Its absurd that you'll have to be creating/looking for excuses to backup your decision.

I will like the casino to give me back my money and i would never visit the casino's site again if need be!

But I believe myself to be a loyal player on the site....I didn't engaged in any fraudulent activity!

Meanwhile I have also contacted the below authorities,I told them that I'm in contact with the casino guru's resolution team.

The authorities also made it known that my complaint had been logged and forwarded.

they gave me an I.D ticket number.

info@gaminglicences.com

complaints-dispute--gaminglicences.com

complaints@gaminglicences.com

complaints@egamings.com

certria@gaminglicences.com

Complaints@softgamings.com

I will update my conversation with them here.

Thank you casino guru.

Best regards,

Abdulrahaman.

Dear Abdulrahaman,

Thank you for keeping us updated.

We're still discussing your case with a casino representative in a private conversation, we have required some more evidence from the security department and waiting for the data. I'm very sorry for the delay and thank you for your patience. I'll inform you when there's progress in your case.

Kind regards,

Natalia

It's been over 2 months now since I've submitted a complaint yet the casino had nothing to show,the truth is that they only blocked my account unfairly....I didn't in anyway violated a rule.

In the next 22hours the time frame will be elapse.

Truly 1win casino is not a fair casino and not fair to its users!

Hello! We gave Natalia all the information on this case in a personal conversation. This case is still under discussion. 

What is my actual offence?

Dear Natalia,

Any update?😊

Dear Abdulrahaman,

we've noticed that another person has used exactly the same email address as you to register their account at 1win. This is their complaint on our website: https://casino.guru/1win-casino-player-s-concerned-about-account-verification. They also provided us with information received from the licensing authority, that their account was tagged to your account. Unfortunately, this forces us to reject your complaint since creating multiple accounts is a breach of the terms.

Please, keep in touch with the licensing authority, I hope that they will be able to provide you with more clarification regarding your issue.

I'm sorry we couldn't help you with this case.

Best wishes,

Natalia