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

Hello,

My account at 1win ID 29****85 has been blocked for a few months already supposedlyfor multiple software account fraud issues but obviously there is nothing like that i was just a good and loyal player who won more bets than he lost then i was blocked, I try to communicate with them but they do not answer emails.

Obviously i have a balance that i cannot recover for the moment.

Thank You For Your Help

Dear aakarshsaraf66,

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? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

Hello Dear Petronela,

I did my account registration in March 2023.

i played casino games and i didn't apply or use any bonus.

I also requested for verification but I got this mail.

(Our security service has carried out a comprehensive and objective check regarding your game account hanu******11@gmail.com and, based on its results, we report the following

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rulesthe General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-accountuse of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programsetc)the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7game account hanu******11@gmail.com has been blocked and cannot be restored).

Obviously, like the other i never violat the clause 9.7, its just some excuses to block the account and the whole amount. Its like others cases the same problem, they stole money from people, abuse of power.

Thank you very much, aakarshsaraf66, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, aakarshsaraf66,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, in the meantime, while we will wait for the casino's response - since I can see you use Gmail, could you please forward me the complete email from the casino with their explanation as follows:

• Open your email in one of the well-known internet browsers on a PC, click on the email from the casino by right mouse button, and choose the option "Forward as an attachment".

Feel free to use my email (branislav.b@casino.guru).

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?

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.

Thank you for your cooperation dear petrolena, as long as evidence from the casino is sent to you then to me and is in support and reasonable I accept your decision, but without evidence given to the player and to you. The casino can do whatever it wants. Thus the whole community will also be able to see the good intentions or not of the casino.

i will send you email screenshots and game account screenshots Dear Branislav,

I just want you to send me evidence and justification please.

HOPE I WONT HAVE THESE ANSWER WITHOUT EVIDENCE AND PROOFS TO US.

"""Your account is blocked for violation of paragraph 9.7. of the Terms of Use of the site, section "General Terms and Conditions (hereinafter - the 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."""

Hello Dear Branislav,

Thank You Dear Branislav.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста

С уважением, команда 1win.

Thank you 1WIN for your answer.

We wait for the answer of Branislav, and also i'll wait the evidence's send to my mail.

As i mentionned withdrawals have not been received, i never received them.

I will be helped.

Thanks and good day to all.

Please Dear Branislav,

Solve My Problem And Get My Money Back By Replying Quickly.

Thanks And Good Day To All.

Thank you both for your emails and the details provided.

Dear aakarshsaraf66,

Although I can see some winnings on one of the screenshots provided, however, those represent just something around 5% of all the disputed funds.

You mentioned that you played "casino games" above and did not use any bonus. Can you please specify what exactly you meant by "casino games"? What specific games did you play and from what exact games did you accumulate most of your disputed winnings? Did you play slots, or also sports betting, live casino games, or other types of games?

Unfortunately, we do not have permission to share the details provided by the casino. But, I would like to ask you an important question, and I assure you that I will keep to the evidence that I can see.

Can you please explain how is it possible that the same payment methods (while one of them clearly belongs to you) were used in other casino accounts and that there are other similarities in the personal information of the linked accounts?

Looking forward to hearing from you.

Hello Dear Branislav,

Thank You For Your Reply.

Yes, I have shown you a screenshot of my first and biggest win (This is just for proof that I have not done any software, I have won it by winning the bet),

I have also shown my full disputed amount and withdrawal pending amount in it, Please Check In Screenshot.

yes i did not use any type of bonus,

By casino games i mean i have played live sports and casino games(lucky jet, hindi roulette, andar bahar, plinko and betting) in 1win.

sir my friend did withdrawal in my crypto because he didn't have crypto wallet that's why my payment method is same and i don't have any other account just this is my account.

And, one very important thing, how did I win so much, I also want to tell that because I had biggest capital, I bet by doubling, tripling(2x, 3x, 4x) my money and I won,(Example - my first bet is 1000inr is loss then i will bet 2000inr)

Thanks And Good To All!

dear Branislav,

please reply me fast.

Dear aakarshsaraf66,

After gathering and reviewing all the necessary information and details provided by the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion, and not just use of someone else's payment methods, but even sharing several payment methods within different casino accounts. All stated means a serious breach of the casino's rules.

Only 1 account per user is allowed per player, and players are obliged to use only their own money and payment methods. Even if all the used payment methods belonged to you, it would mean you at least would have to be aware of their use in other accounts or do it by yourself. Based on the clear and obvious evidence including personal information matches, it would be very difficult or likely impossible to prove anything else.

Successful verification is a must to be able to withdraw any funds from your casino account. Since you clearly failed to pass the KYC, the casino acted correctly and in accordance with its terms and conditions.

I am 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 the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1win Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru