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

Hello there,

I am a player from Nigeria,with the game I.D 17745543 I registered on 1win BOOKMAKER and have made 2 successful withdrawals,although the exchange rate wasn't correct, so I decided to deposit in US dollars to avoid complications.....my favourite casino game is porker holdem.

I got an invite from a player in one of my gaming groups on Telegram by a fellow Nigerian to play a porker competition on 1win casino, I accepted, I managed to use $7 to win $35 from the other opponent, we played on different tables and many hands.....but 1win had refused to pay me, and restricted me from playing porker tournaments.....I have severely played on 888starz and mostbet casino without problems.

I asked the customer service if I can undergo verification process before I begin playing, but they said it's not necessary that I will be asked anytime they needed me to.

I humbly asks casino guru's intervention on this matter, thank you!

Dear Abadul,

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? Is your account blocked completely or you were banned from the tournament only?

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

Dear Petronela,

Thank you so much for your response, I opened the account about 2 months from now, the account wasn't blocked completely,I can still logging but can no longer play the tournament nor withdraw my funds....yesterday the security department sent me a message asking for my documents to enable carryout verification.

I will send the conversation to your email.

Thank you.

Kind Regards.

Thank you, Abadul, for the forwarded communication. It seems like to need to complete additional account verification. Please follow the casino instructions, send all the requested documents at your earliest convenience, and keep me informed about any further developments.

I have sent them my documents for the verification, but they haven't replied yet, I think it's due to the Christmas holidays!

Hello there,

The casino sent me a mail stating that I violated a rule,they said I had multiple accounts or didn't used the account for playing rather might be using software to automate winnings....which I didn't use any.

Although I got this phone from the market not as a new one, here in Nigeria we sometimes add money to get a better phone,or when we are broke we sell our phone and get a lesser one and get paid!

Probably someone might have already registered on this phone without my knowledge!

Please I need your help!

But your account has been verified in the past, correct? You received withdrawals from this casino before this disputed one, is that right? Could you please forward any relevant communication to petronela.k@casino.guru?

Hello dear,

The account was not verified, I asked the support if I should verify before playing and they said it wasn't necessary.

Yes I have withdrawn 2 times before now!

So this time they asked me to verify and afterwards, they blocked the account!

I will send you the reply I got.

Thank you!

Thank you very much, Abadul, 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, Abadul,

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? What steps should the player take to unblock the account? 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.

Добрый день!

Пользователь был заблокирован в соответствии с пунктом правил 9.7

Пользователь был замечен в использовании мультиаккаунтов, которые пересекались по реквизитам.

Блокировка не является безосновательной, поэтому не может быть обжалована.

Дополнительные доказательства мы предоставим Вам на электронную почту branislav.b@casino.guru.

С уважением, команда 1win.

Hello 1win,

I don't understand....cannot be appealed!! I do not have a multiple account created on your platform, and if by chance you found another account registered with the same I.P then I guarantee you it's not me maybe it's someone else by accident, although I'm not the first person to use this phone,maybe the user before me may have.

I didn't register with this present phone actually but since I logged in with it,I haven't logged in on another device if I'm not mistaken.

And I gave my personal details for verification.

Besides I didn't take your bonuses and didn't by chance manipulated winnings with another account, I was only playing....winning and losses occurred....

I see no reason why my account should be blocked since I played fairly.

Please look into this situation once again and reconsider your decision.

Regards.

Dear branislav,

Please include your insights on this matter.

Kind regards.

Hello dear all,

Sincerely I made a mistake, I don't know how you guys will look into this.

I mistakenly pasted a custumer's/client's address wallet instead of mine, I honestly do not know.😭

I am into cryptocurrency P2P exchanges/transactions.

Going through my screenshot and adress wallet that I used to initiate withdrawals,I just realized it wasn't mine, i pasted in someone else's adress wallet.

This is more like a blessing, someone else would have gotten my withdrawals and that could have been worse.

1win casino can go through my previous withdrawals and games,I have no intention to breach the rules.

This is truly a mistake, please I need you guys to be kind and considerate.🙏

If the casino will look into this, they'll realise it's my first withdrawal using the adress wallet, and this can prove my sincerity...it is truly a mistake.

I sincerely appologize for my mistake and will be very cautioned.

Kind regards.

Sincerely Abadul.

Greetings all,

I am sorry for the delayed reply.

Thank you, 1win Casino Team, for your email and the provided data.

Dear Abadul,

It is not a problem that you have mistaken a wallet address. There is a problem this wallet address was already used in another casino account before. It is strictly forbidden in casinos to use someone else's payment method. If you had noticed earlier and notified the casino that you made a mistake, it would have been acceptable. But, there is no chance to use such a letter-digits combination only by mistake, especially if we are talking about the existing wallet. Moreover, after a deeper review of the provided data from the casino, I found out that the owner of the email address connected with the account that previously used the same payment method had a very similar complaint on casino.guru with another casino. The email address from the connected account was familiar to me because I solved the mentioned complaint.

Can you please somehow rationally explain it? What was the reason for changing the account currency? How is it possible that you used the same payment method as another player in the same casino?

Thank you for your response,

Dear branislav,

I had to change my account's currency because I was getting paid at a wrong rate, so I emailed the casino and messaged the support via the app and on Telegram.

The support told me to change the currency to dollar account and make deposit,and it was a good idea in order to avoid complications, also one cannot play porker in naira,it has to be in usd.

Below is the screenshot of the message,the date I messaged them is on the page.

About the wallet adress, I mentioned earlier that I'm into buying and selling of crypto currencies, it is not easy to type in the digits without making mistakes,so one have to copy and paste them, I eventually mistakenly pasted a client's adress wallet thinking I copied mine.

I basically do these transactions with my co-school mates,friends,families and with those that I was referred to.

You can connect with the other person (the complaint you solved), and ask them if they've made a transaction with me,I'm sure they'll testify.

It is very possible that the person i business/transact with has an account with 1win and uses thesame adress wallet for withdrawals.

We are all human beings and bound to make mistakes, even casino themselves make mistakes, it will be unfair not to consider my mistake, since I wasn't trying to cheat the casino.

Dear all, I hope this explanation suffice.

Dear Abadul,

Thank you for your email and explanation.

Can you provide me with the information on what payment methods did you use for deposits and what payment methods for withdrawals in 1win Casino?

Are you aware that sharing funds between 2 or more players (or depositing the funds from another player to your account) breaches the casino's Terms and Conditions?

Dear branislav,

Yes I can, I used direct bank deposit(transfer).

Initially I do withdraw to my perfect money account,but decided to withdraw to crypto for the first time.

I will send my payment receipt to your email.

The truth is,I never had the intention of sharing my casino funds with anyone, in my previous explanation I told you how the error occurred.

It was truly a human mistake.

Thank you.

Greetings all,

Dear Abadul,

Thank you for your email. Currently, I am waiting for additional details from the casino.

Dear 1win Casino Team,

Can you please look at my last email and provide me with the requested information and data?

Looking forward to hearing from you.

Добрый день!

Отправили дополнительные доказательства по Вашему запросу.

С уважением, команда 1win.

Greetings all,

Dear branislav and 1win team,

All I'm saying is for you to look into my situation with kindness....this is a mistake I made during withdrawals, I do not have a bad intention towards the casino, I am not trying to steal from the casino, and I am not using an unfair advantage against the casino.

Dear 1win team,

I beg your pardon.🙏

Sincerely,

Abadul.

Dear Abadul,

What type of internet connection and what device do you use most often to play in the casino?

Thank you branislav,

It depends, I sometimes do connect to the school's wifi and sometimes uses the phone's network.

I do use this mobile phone I recently bought from the market. (an android Samsung),

but i registered with my other phone (an iphone) but I've sold the iPhone out.

I think this is my forth time playing on the casino.....basically I am new to the casino.

I can say the few times I played at the casino, I mostly used the schools network.

Kind regards.

Dear Abadul,

After an internal discussion with my team and gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - you used someone else's payment method for a withdrawal. Players are obliged to use only payment methods in their name. Although it could be just a mistake, in combination with other circumstances and the data provided by the casino, we have reasonable grounds to believe we are talking about fraudulent actions performed by more than 1 casino account. A successful verification is also a must to be able to withdraw any funds from your casino account. Since you requested a withdrawal to the payment method belonging to another person, it is clear you would fail to pass the KYC. Therefore, in this case, we agree with the casino's decision.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru