The player from Brazil has been blocked after requesting a withdrawal. The complaint was rejected because the player didn't respond to our messages and questions.
I made an investment of BRL 107.00 on the Site via Pix, after playing a few times I got an amount and made the request for my first withdrawal, and to my disappointment after days (they promise 48h) the withdrawal was not processed, I contacted support via email, reporting the situation, after several days they replied that my account was blocked for misuse.
Lie, They are fraudulent, I didn't break any rules, you guys made this up to not pay me.
I played live casino game Speedy 7.
This bookmaker is a fraud, do not deposit your money there, as it only has a gateway.
Dear chagaspinho,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you have passed verification before the casino blocked your account? Have you accumulated your winnings with or without an active bonus?
Have you received any further explanation from the casino regarding this situation?
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Hello.
My ID at 1Win - 11***323
Have you made any successful withdrawals before?
no, I was blocked on my first serve.
Could you let me know if you passed the verification before the casino blocked your account?
They asked for photos of my documents to email contact@1win.xyz , so I sent them, but got no response even after 10 days.
Now I'm worried about what they can do with the images in my documents.
Did you accumulate your winnings with or without an active bonus?
The bonus they provide is very difficult to activate, so I never used the bonus I had.
Did you receive any further explanation from the casino about this situation?
No, I just received an email in response that my account was blocked, and they have already removed my access to the platform.
Thank you for your reply, chagaspinho. I see that the casino quoted a term from the General Terms and Conditions and there are multiple reasons stated that could cause the account closure.
Are you aware of breaching any of these points? Do I understand correctly that the casino has not further specified why they made the decision to block your account? If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.