1win Casino - Player’s account has been blocked with funds trapped inside.

My 1Win account with Account ID: 48738292 has been blocked and my funds around Rs. 60000 is stuck in that account and I cannot withdraw it.

I am using 1Win account for a while. I use it to play Crazy Time, Roulette, Blackjack and other casino games. Overall, I have lost more money than I won.

Recently, I had won some good hands in Blackjack but then I was not able to withdraw funds.

After contacting customer care, they asked me to send email at security@1win.xyz. I sent them the email about my issue, then they asked for my KYC documents. I provided them with my KYC documents.

After couple of days they blocked my account. I cannot login to my account now. My funds are stuck in the account.

I request you to please resolve my issue and help me retrieve my funds.

Email I received from 1Win is as follows:

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account amit******chal@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 Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), 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 9.7. game account amit******chal@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Best regards.

Dear amit321panchal,

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?
• 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

Dear Petronela,

I created the 1Win account on 23th September 2023. So it's around 2 weeks old account.

Yes I have completed the KYC and other account verification successfully.

No, my winnings doesn't accumulate any bonus amount. All the winnings is from the real money which I deposited from my bank.

Thank you very much, amit321panchal, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear amit321panchal,

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,

Can you please provide more information on why the player's account is blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста

С уважением, команда 1win.

Dear 1win Casino Team,

Thank you for the provided information and evidence.

Dear amit321panchal,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts 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. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru