HomeComplaints1win Casino - Player’s account has been closed.

1win Casino - Player’s account has been closed.

Amount: 560 ₴

1win Casino
Submitted: 30 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

6d 15h 6m 19s

Case summary

The player from Chile reports that the casino arbitrarily closed their account and is withholding their withdrawals.

Public
Public
Translation

The casino arbitrarily closed my account, keeping my withdrawals

Automatic translation:
Public
Public

Dear Barrbii,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with 1win Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Public
Public

El casino solo da está respuesta sin solucion alguna. Retiene retiros y cierra cuentas, yo no tuve multicuentas jamás.


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 has been blocked and cannot be restored.

Public
Public

Dear Barrbii,

Can you please forward all the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Public
Public

Dear Barrbii,

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.

Public
Public
Translation


Good morning Nikolas, I hope you are well.

I tell you that the casino closed my account arbitrarily, first my withdrawals did not arrive so I sent an email, they responded that I had to verify my identity which was approved, after that my withdrawals began to arrive normally, approximately 14 days later I tried to enter my account and it was blocked, when I asked the reason they responded

quote:

"At the same time, we inform you that in accordance with clause 9.7. of the Site Use Rules, General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker (multi-account, use of software to automate bets, playing in arbitration situations, if the game account is not used for placing bets, abuse of loyalty programs, etc.), the bookmaker reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's game account.


Therefore, in accordance with the violation of clause 9.7, the game account has been blocked and cannot be restored.


I do not understand the reason since I do not have multiple accounts and I did not use the account as a fraud either, it is worth mentioning that it was blocked with several pending withdrawals, clearly I do not have access to it so I do not have more account data beyond that it was linked to my email and I do not have a clear response from them either.

from 1win.

The emails will be sent to the account you provided me, thank you.

Automatic translation:
Public
Public

Thank you Barrbii for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Casino Guru is examining the case

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news