1win Casino - Player's account has been blocked and funds confiscated.

My blocked 1win account is is 96899444. As far as I know I didn't do any fraudulent activities and I not committed any cheating against betting company. I not committed any illegal activities. I followed all rules and regulations. As I seen reason in mail for blocking my 1win gaming account id is I violated 9.7 rule. I used to play in this 1win account from many days. I never faced any problems when I did small amount of deposits. But on 10th November I did deposit of 2020.02 Bep20 USDT. And I received amount upto 191k inr into my gaming wallet. I used all my deposit amount in 1win by playing aviator and I did my funds from 191k to 201k. I just got only 10k profit. So I made my all wallet money withdrawal at around 8:50am - 9am. All of sudden my all withdrawal requests got cancelled and, my entire money which I placed for withdrawal got back into my gaming wallet. So again around 1pm placed withdrawal of my money which present in my 1win gaming account id 96899444. On 10th November I received a mail from 1win security support team that I need to submit my documents for verification of, my 1win gaming account with 96899444 I'd. So I also submitted my all necessary documents and my documents verified successfully. After successfull verification I received one more mail from 1win security support team that they need to check my 1win account so it takes upto 14-30days. All of sudden on 12th November around 6pm-7pm I received one email from 1win security support team that my 1win gaming account with 96899444 I'd as been blocked for violation of 9.7 rule which mentioned in there terms and conditions. But as far as I am playing from many days with smaller amounts of deposit I never faced any issue all of sudden when I did huge amount of deposit upto 191k INR. My 1win account violated there rules. I also raised my, issue through mails to 1win security support and also raised my issue through call with 1win customer service. And also I raised my issue with chat support team. Where I am unable to recive any proper response to my issue from any of there side. Where as in call 1win agents who spoken with me they all used very rude language and not given me proper response and one agent on 13th November spoken with me regarding my 1win gaming account block issue. He used very rude language and very bad language with me. I request casino.guru team to please help me to get my amount 201k which got stucked in my 1win gaming account. Those money is very important to me because I need to get an neuro surgery on end, of November so I thought to earn some money from my 1win gaming account but 1win scammed my money by blocking my 1win gaming account with 96899444 I'd.

Hello jkk96745,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?
• Did they specify how exactly did you breach their terms?

Looking forward to your answer.

Regards,

Nick

HI NICK THANKS TO CASINO GURU TEAM FOR ACCEPTING MY COMPLAINT. I REQUEST CANISO GURU TEAM TO HELP ME TO GET BACK MY FUNDS PRESENT IN MY 1WIN GAMING ACCOUNT ID 96899444. ACTUALLY THAT MONEY IS NEEDED FOR MY SURGERY TREATMENT WHICH GOING TO HAPPEN ON THIS MONTH END. I REQUEST CANISO GURU TEAM AND NICK TO PLEASE CONSIDER MY ISSUE WITH HIGH PRIORITY. MY ANSWERS FOR YOUR ABOVE QUESTIONS ARE

1. MY ACCOUNT WAS CREATED ON 4TH NOVEMBER AND MY ACCOUNT GOT VERIFIED ON SAME DAY. ADDITIONALLY MY ACCOUNT GOT VERIFIED WITH MY DOCUMENTS ON 10th November.

2. I DID NOT USED ANY BONUS MONEY. I JUST DID DEPOSITED 2020.02 USDT FROM MY CRYPTO ACCOUNT. IN THE PROCESS OF USING THOSE FUNDS 100% I USED THAT FUNDS IN AVIATOR GAME AND MADE MY TOTAL FUNDS FROM 191K INR - 200.950K INR.

3. I SPOKEN WITH CASINO CUSTOMER SERVICE THROUGH CALL ON 12TH NOVEMBER EVENING 6:47pm AND I RECEIVED VERY BAD RESPONSE FROM THAT SERVICE AGENT. AGAIN YESTERDAY I MEAN ON 13TH NOVEMBER ALSO I CALLED 1WIN CUSTOMER SERVICE TWO TIMES AND I DIDN'T RECEIVED ANY PROPER RESPONSE BUT THIS TIME I DID NOT RECEIVED ANY BAD RESPONSE.

4. I DIDN'T BREACH THERE ANY TERMS AND CONDITIONS. BUT I GOT AN MAIL ON 11TH NOVEMBER 5:20PM FROM THERE SECURITY TEAM THAT I NEED TO SUBMIT MY DOCUMENTS TO VERIFY MY ACCOUNT. AS PER THERE MAIL I SUBMITTED MY PAN CARD AND, MY DOCUMENTS GOT VERIFIED SUCCESSFULLY. THEN ON 11TH NOVEMBER 10:27PM I RECEIVED ONE MORE MAIL FROM 1WIN SECURITY SUPPORT TEAM THAT IT TAKES UPTO 14-30DAYS FOR ADDITIONAL CHECKS ON MY ACCOUNT. ALL OF SUDDEN ON 12TH NOVEMBER AROUND 6:23PM I RECEIVED ONE MORE MAIL FROM 1WIN SECURITY SUPPORT TEAM THAT MY 1WIN GAMING ACCOUNT WITH ID 96899444 AS BEEN BLOCKED FOR VIOLATION OF THERE TEAMS AND CONDITIONS RULE 9.7. BUT AS FAR AS I CAN SEE I DIDN'T VIOLATED ANY OF THERE RULES WHICH MENTIONED I THERE RULE 9.7. I DO NOT HAVE ANY MULTIPLE ACCOUNTS AND I DIDN'T USED, MY DEPOSITED MONEY AGAINST ANY CASINO BETTING COMPANY. AND I DIDN'T USED ANY SOFTWARE AND NOT DID ANY MALPRACTICE.

I ALSO TRYING TO CONTACT 1WIN SECURITY SUPPORT TEAM FROM LAST 2 DAYS THROUGH THERE MAIL THERE IS, NO RESPONSE FROM THERE SIDE AND I TRIED CONTACTING THEM FROM MANY SOURCES LIKE THROUGH CHAT AND CALLS ALSO BUT I SM UNABLE TO GET ANY RESPONSE FROM THERE SIDE.

HI NICK THANKS TO CASINO GURU TEAM FOR ACCEPTING MY COMPLAINT. I REQUEST CANISO GURU TEAM TO HELP ME TO GET BACK MY FUNDS PRESENT IN MY 1WIN GAMING ACCOUNT ID 96899444. ACTUALLY THAT MONEY IS NEEDED FOR MY SURGERY TREATMENT WHICH GOING TO HAPPEN ON THIS MONTH END. I REQUEST CANISO GURU TEAM AND NICK TO PLEASE CONSIDER MY ISSUE WITH HIGH PRIORITY. MY ANSWERS FOR YOUR ABOVE QUESTIONS ARE

1. MY ACCOUNT WAS CREATED ON 4TH NOVEMBER AND MY ACCOUNT GOT VERIFIED ON SAME DAY. ADDITIONALLY MY ACCOUNT GOT VERIFIED WITH MY DOCUMENTS ON 10th November.

2. I DID NOT USED ANY BONUS MONEY. I JUST DID DEPOSITED 2020.02 USDT FROM MY CRYPTO ACCOUNT. IN THE PROCESS OF USING THOSE FUNDS 100% I USED THAT FUNDS IN AVIATOR GAME AND MADE MY TOTAL FUNDS FROM 191K INR - 200.950K INR.

3. I SPOKEN WITH CASINO CUSTOMER SERVICE THROUGH CALL ON 12TH NOVEMBER EVENING 6:47pm AND I RECEIVED VERY BAD RESPONSE FROM THAT SERVICE AGENT. AGAIN YESTERDAY I MEAN ON 13TH NOVEMBER ALSO I CALLED 1WIN CUSTOMER SERVICE TWO TIMES AND I DIDN'T RECEIVED ANY PROPER RESPONSE BUT THIS TIME I DID NOT RECEIVED ANY BAD RESPONSE.

4. I DIDN'T BREACH THERE ANY TERMS AND CONDITIONS. BUT I GOT AN MAIL ON 11TH NOVEMBER 5:20PM FROM THERE SECURITY TEAM THAT I NEED TO SUBMIT MY DOCUMENTS TO VERIFY MY ACCOUNT. AS PER THERE MAIL I SUBMITTED MY PAN CARD AND, MY DOCUMENTS GOT VERIFIED SUCCESSFULLY. THEN ON 11TH NOVEMBER 10:27PM I RECEIVED ONE MORE MAIL FROM 1WIN SECURITY SUPPORT TEAM THAT IT TAKES UPTO 14-30DAYS FOR ADDITIONAL CHECKS ON MY ACCOUNT. ALL OF SUDDEN ON 12TH NOVEMBER AROUND 6:23PM I RECEIVED ONE MORE MAIL FROM 1WIN SECURITY SUPPORT TEAM THAT MY 1WIN GAMING ACCOUNT WITH ID 96899444 AS BEEN BLOCKED FOR VIOLATION OF THERE TEAMS AND CONDITIONS RULE 9.7. BUT AS FAR AS I CAN SEE I DIDN'T VIOLATED ANY OF THERE RULES WHICH MENTIONED I THERE RULE 9.7. I DO NOT HAVE ANY MULTIPLE ACCOUNTS AND I DIDN'T USED, MY DEPOSITED MONEY AGAINST ANY CASINO BETTING COMPANY. AND I DIDN'T USED ANY SOFTWARE AND NOT DID ANY MALPRACTICE.

I ALSO TRYING TO CONTACT 1WIN SECURITY SUPPORT TEAM FROM LAST 2 DAYS THROUGH THERE MAIL THERE IS, NO RESPONSE FROM THERE SIDE AND I TRIED CONTACTING THEM FROM MANY SOURCES LIKE THROUGH CHAT AND CALLS ALSO BUT I SM UNABLE TO GET ANY RESPONSE FROM THERE SIDE

Hello jkk96745,

Could you please forward the documents you have submitted to the casino, along with the communication between you and 1win, for further review?

Based on your current description, the casino either found an issue with your verification documents or they have detected multiple accounts (either yours or from same device/household).

Looking forward to your response.

Best regards,

Nick

• Yes nick surely I will provide my documents which I uploaded during my account verification in 1win. But I request your casino guru team to hide, my documents from public and sorry to say this I don't have any call regardings between me and 1win customer service team. And I can't even send, my chat screenshot why because my 1win gaming account id 96899444 is blocked and I can't even open them either. Also nick my humble request to your casino guru team is please solve my issue as soon as possible. Because I have very less time to pay my surgery treatment bill. So please try to provide my funds from my 1win gaming account 96899444

Dear Jkk96745,

I hope you're doing well. Could you kindly confirm if you only sent your ID to the casino? Instead of uploading the documents here, could you please forward all the documents you have sent to the casino to nikolas.b@casino.guru for further review?

I look forward to your response.

Best regards,

Nick

Hi nick I sent my documents to email which provided in new message. I hope you will solve my issue as soon as possible.

Dear Jkk96745,

Thank you for the information provided so far. As it is still unclear why the casino decided to close your account, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you from now on.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Hello Jkk96745,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I would appreciate more details regarding the player's actions that were considered a breach of rule 9.7, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

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’ which may negatively affect its rating.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

No I didn't received my email from 1win casino. I have seen all emails which I received but I did not found any email from 1win casino. Don't tell wrong information to me respected 1win casino team. Please provide me my money which present in my 1win gaming account id 96899444. It as been more then month iam facing a lot of financial problems last week I did suicide attempt also due to this financial pressure because of blocking my 1win gaming account id 96899444 by your 1win gaming platform. So please I kindly request you to please unblock my account or please refund me my funds which present in my 1win gaming account id 96899444. If you won't belive I will send you my wounded hand which I cut during my suicide.

Thank you for the information and evidence provided, 1win Casino Team.

Dear Jkk96745,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are forced to reject this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by the same IP address and using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier. I am sorry we could not be of more help on this occasion

I recognize that this conclusion may not be what you were hoping for, and I truly sympathize with the challenges you are encountering. Gaming should be a source of enjoyment, not a cause of distress. I strongly urge you to review our resources for Information on Gambling Addiction and Responsible Gambling. Additionally, I encourage you to explore the Database of Gambling Addiction Help Centers – Casino Guru, where you can connect with professionals who can offer support. I sincerely hope you find a path to overcome this difficult situation. Wishing you all the best moving forward.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru