1win Casino - Player’s account has been closed, and his winnings have been blocked.

My 1win id :- 74543668

they blocked my account without specific reason

they replied in mail only one this

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.

i am nervous about my whole life saving stucked in 1win

1)₹182000 stucked in wallet

2)₹761000 stucked in pending withdrawal request

im kindly request to you casino guru and 1win resolve my issue ₹943000

dear 1win team please withdraw my ₹18200 wallet balance + ₹761000 pending withdrawal

send this whole amount to my withdrawal details which I always used

please 🙏🏻 this is my whole life savings

Dear Sujatha,

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? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a 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

1) I create my 1win account 3 to 4 months back and account blocked on exactly date :- 27 June 2024 time in afternoon time

2) I played casino games ( aviator,dice trading )

3)in my account have ₹182000 in wallet which I deposited before I already putted withdrawal that’s pending from 3 days before my account get blocked

now current available balance ₹182000 in wallet

and ₹761000 in pending withdrawal

total amount around ₹943000 this is my own money not any winnings or bonuses I borrowed some money from my family and friends

im learning the games which available in 1win with 1% risk rate but now my whole life saving and borrowed money get stucked this is life tread for me this is big amount for me !

im 100% i didn’t made any mistakes with my hands if have any questions I will 100% prove it this is only 1win system problem

im ready to prove whatever want from my side

please Casino guru team slove my issue please 🙏🏻 I’m begging you 🥺

Please raise complaint in curacao where 1win licensed

if they are not respond, because I’m in financial trouble that funds which I deposit in 1win that is debt amount which I borrowed from my family and friends. Please help me 🙏🏻🥺

the amount which is stucked that’s my own money single rupee also I didn’t earned from 1win betts

please 1win team give my funds back 🙏🏻 pleaseee

tomas please update this issue

Thank you very much, Sujatha, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Sujatha,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino team,

Could you please explain 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 claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

1win team you may note that. I am a genuine player and I am the one using my account, I am ready to verify myself regarding this. Coming to the clause 9.7. I can surely state that, I havent crossed any of those, I do not have a multi account neither I used a software to make bets. I played a few games in your casino and I liked the dice trading game, So i used the settings available in the game to reduce risk of losing. Even with this I did not make winnings more than my deposits into 1win. Please understand that I am not at fault. I can explain and provide proof of the accusation, if you provide a detailed explanation of the accusation to me, and I need you to refund my money back to my original withdrawal address. It has already been more than a week and I am facing inconvenience. Please understand my situation and unblock my account and give my funds back to me. I am ready to face verification also.

Note that I am ready to fight in court and file a cybercrime complaint against 1win, if my issue isnt resolved quickly.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

1win team I request you to give back my deposit amounts. I am in a sensitive position. Those are borrowed funds. It is a life or death situation for me. Please give my funds back. It is a request.

Security team I spoke to, your call support and I said I did not have any multiple accounts or software usage.

They told me that even if you use account on one more devices, account could get blocked.

Security team please understand that I have used my account in my 2 to 3 devices, due network connection issues.But I beleive that it is not a mistake.

Please understand this and give back my deposited funds.

I am not any cheat or fraud. I genuinely didn't know about it.

But due to this you dont need to stop my funds.

Please return 943363 rupees

this is my sincere request. Understand my situation.

please

After my 1win account got blocked, I have enquired with everyone. Searching whether this happened to anybody else. I found that friends cousin also got his account blocked due to same reason, but he told he got his funds back when he got his account blocked.

I dont know if he is genuine or fault.

I hope 1win returns my funds also. I am attaching the proofs below. Regarding him

he told he had a withdrawal in crypto for 48900.

I have a sincere request. Please give me my deposited funds back, I am ready for any verification.

Casino guru my only hope is you. I have seen many cases in your website regarding same clause 9.7 from 1win, and players are getting their money back. Please casino guru. My only hope is you. My life depends on this. Please make sure I get my deposits back. Please I request you sincerely from all my heart

Dear Sujatha,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and failed KYC/verification. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions.

It is not about only a device/IP match, but rather about other specific data matches you put to both linked accounts. In addition, you even confirmed that yourself by providing us with screenshots and an explanation with allegedly your friend's/cousin's email address, which matches exactly with the one shown in the evidence provided by the casino. If you intentionally breach the casino's rules (accepted upon registration), you should also count on consequences.

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 Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru