1win Casino - Player's account has been blocked preventing withdrawal.

Good afternoon, my 1win account ID 14673845 with a balance of $30 has been blocked. I encountered problems when trying to withdraw, and upon reporting it, I was instructed to send my personal documents for data verification. After doing so, I was told to wait for results over the next 14 days. Several days later, I was informed that my account has been blocked, a reason for which I cannot comprehend since I have never conducted any fraudulent activity against the betting house. I do not have multiple accounts nor any type of software to automate bets, and I have not done anything to contravene the rules of 1Win. I truly need to withdraw my $30, but I no longer have access to my account. Please, I suggest my case be reviewed. I appreciate any help that can be provided to me.

Dear Vicky_Nova,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino inform you about the reasons why your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Grateful for your answer Tomás, the game is a slot machine, I am a player this year because the account is blocked, I cannot verify the exact month in which I entered, my account was blocked on July 18, they informed me of the blocking by email since I had communicated with them and was waiting for a response regarding the verification, my balance was reached without a bonus.

Could you please send me the email in which the casino informed you about your account being blocked? My email is tomas@casino.guru

Email sent.

Thank you very much, Vicky_Nova, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Vicky_Nova for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Thank you very much Tomás for so much kindness, very grateful for all the help provided🤗 Greetings Peter, I really want to resolve this situation. I have never had a problem with 1win. For me, it is an excellent betting site. I don't know what happened and because they suddenly blocked my account. Hopefully this situation will be fixed as soon as possible.

Good afternoon

The account has been blocked in accordance with paragraph 9.7 of the rules -

In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.

Sincerely, 1win team.

Dear 1win Casino Team, could you please provide evidence of these fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance!

Good afternoon

Evidence has been emailed. Check, please.

Sincerely, 1win team.

Dear Vicky_Nova, the casino has blocked your account due to suspicion of multi-accounting. Could you please provide the transaction history of your payment method so I could review it further?

Thank you in advance!

Due to the 1Win block I can't access my account and see the transaction history 😭 what I don't understand is why multi-account if in order to withdraw you must send all your personal documents which I did only 1 time from my only account.

I want to review the transaction history of your payment provider so I require a bank statement or transaction history from your crypto wallet. Thank you in advance!

Excuse me, do you have an email address where I can send this information? I appreciate all the help you can provide me.

Of course, I apologize for not providing it sooner. Please send the information to my email address peter.c@casino.guru. Thank you in advance!

Sent transaction history thank you very much it is worth mentioning that my sister recommended the betting site and due to lack of knowledge we did not know that we could not withdraw with the same wallet and sometimes I asked for a favor for greater convenience to this action I did not consider it multi-account anymore that she is one person and I am another, she sends her documents and I send mine, each one has their own separate account, which supports what I am saying, please Peter, help me to recover my money since I really need it and if possible my 1win account which is an amazing site I really don't want to leave the betting site 😭 very grateful for all the help you can give me.

Dear Vicky_Nova, I have been in contact with a casino affiliate and the casino considers your blocking to be legitimate and its revision is out of the question. I was provided with more evidence of multi-accounting, as well as other accusations of abusing the loyalty system and Twitter draws. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.