1win Casino - Player's account has been blocked without explanation.

Hello

Previously I joined 1win casino and play regularly everything was going well till yesterday. My account is also fully verified and i don't use any type of bonus but suddenly today I got an email saying that my account has been blocked, please find out why my account was blocked ? What rule have I broken ? Get my account unblocked and get me my money back from 1win.

Dear Vijay1977,

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 which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Do I understand correctly that you had INR1,000 (dispute value) in your casino account before you were blocked?

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,

Kristina

Hello

I am playing live casino games, and amount is not perfect 1000 but around 1000.

Thank you very much for your reply, Vijay1977. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello

I am sended all the screenshot of communications between me and casino on kristina.s@casino.guru , Please Check if and solve my problem fast.

Thank you very much, Vijay1977, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Vijay1977,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Dear 1win Casino,

If that is the case, could you please forward any relevant evidence to my email address? tomas.k@casino.guru

Let me know once you do so. Thank you.

Kind regards,

Tomas

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.

Добрый день!

Vijay1977 предоставьте, пожалуйста, реквизиты для возврата суммы, оставшейся на балансе. 

Есть ли возможность прислать криптокошелек в сети TRC или ERC?

С уважением, команда 1win.

Dear Vijay1977,

Can you please provide the casino with a crypto address so that you can receive the payment?

Thank you.

Kind regards,

Tomas

Dear Vijay1977,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I am not using crypto and I want to know that what I do wrong so my account got blocked please tell me and unblock my account

Dear 1win Casino,

Do you have any alternative options to transfer funds to the player aside from cryptocurrency?

Thank you.

Kind regards,

Tomas

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.

Hello!

For a refund, please provide your IMPS wallet details, according to the list as in the screenshot.

Best regards.

Dear Vijay1977,

Can you please provide your IMPS wallet details to the casino in order to receive the payment? Kindly let us know once you do so. Thank you.

Dear Vijay1977,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas

Casino.Guru