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

Hello I don't even know what arbitrage is, much less I don't have multi accounts, but I have a print of an attendant informing you that multi accounts are not a problem.

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Hello, I don't even know what arbitration is, much less I don't have multi accounts, but I have a print of an attendant informing that multi accounts is not a problem.

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I demand my consumer rights from this site, I didn't do anything wrong, this really is a theft!

Dear jackeek7,

Thank you very much for submitting your complaint and forwarding relevant screenshots. 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 games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

more than a month ago, and yes I successfully completed the verification but they blocked me. I used slot machines, wheel type, wheel of fortune and jet lucky, and also sports betting.

Thank you very much, jackeek7, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, jackeek7,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get her account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, jackeek7!

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.

I WOULD LIKE YOU TO PROVE WHAT YOU ARE TALKING ABOUT, BECAUSE I WILL GO TO JUSTICE BEFORE THE LAWS OF CURACY, AGAINST THIS GATHERING HOUSE, BECAUSE THERE ARE SEVERAL PEOPLE COMPLAINING THAT THEY WERE SIMPLY BLOCKED IMPROPERLY LIKE ME, THERE ARE NOT FEW PEOPLE, IF ALL OF US JOIN THIS HOUSE GOES BANKRUPTCY.

Dear 1win team,

Could you please provide me with more details and relevant evidence for the mentioned accusation?

What types of games did the player play? What types of games did the player play most often, or which type of games did she get most of her winnings from? Did she use any bonuses? If yes, what type of bonus?

Ways for sharing the necessary information and/or data were already mentioned in my previous post.

Dear jackeek7,

I was in contact with a casino representative. I am currently waiting for additional information.

In the meantime, allow me please to ask you a few questions for clarification.

Can you please confirm that you played sports betting in 1Win Casino? What approximate percentage of your total bets were sports bets?

I believe it was 50% - 50%

Thank you, jackeek7, for your confirmation.

However, as you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering the necessary information from all involved, it is very likely that the above allegations relate to sports betting. Therefore, I am forced to close your complaint as "rejected".

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

Anyway, if it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru