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

My account Has been blocked For without any reason and I have 30k amount in it.

This is the mail from the 1win

They banned my account without any reason and now they are not replying to my msg

Dear Yashasgatty,

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 - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings 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,

Kristina

Yaa I better on live casino

Yes my account has been verified

Without active bonus I accumulated my winnings

Yaa I betted on live casino

Yes my account has been verified

Without active bonus I accumulated my winnings

Thank you for your reply, Yashasgatty. Have you received any other explanation from the casino regarding the blocked account? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

No I didn't got any other explanation from their team only I got this mail

Thank you very much, Yashasgatty, for your cooperation. 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, Yashasgatty,

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? Why has the user's account been blocked/closed? Have disputed winnings been confiscated?

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).

They have not disputed the winning amount.

Good afternoon

We will send the information shortly.

Best regards, 1win team.

Alright, 1win Casino team, we are waiting for the requested.

Looking forward to hearing from you.

Good afternoon

We sent the information to the email address.

Best regards, 1win team.

Dear Yashasgatty,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, which also makes KYC/verification impossible (mandatory for withdrawing anything from the account). Based on the data matches between the linked accounts, it would be impossible to prove otherwise.

The casino acted in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, 1win Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru