HomeComplaints1win Casino - Player's account has been closed.

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

Amount: 45,000 INR

1win Casino
Safety Index:Above average
Submitted: 11 Sep 2024 | Case closed : 25 Oct 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 week ago

The player from India reported that his gaming account had been blocked without reason, resulting in his funds being stuck on the casino's website. The Complaints Team investigated the issue and found that the casino had blocked the account due to violations of terms related to multiple accounts associated with the same payment method. Despite the player's explanation regarding a mistaken payment from a family bank account, the casino maintained its decision. Consequently, the complaint was rejected as the casino's terms were deemed to have been violated.

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1 month ago

This company has blocked my gaming account without any reason. My amount has stucked on the website. And the people of this company do not reply on Gmail.


This Company is scamming with people's!!!

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1 month ago

Dear Govindjarwal,

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.?
  • Did you pass the verification before your account was blocked?
  • 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

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1 month ago

1. Live Casino


2. Yes, I had completed the verification.


3. No

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1 month ago

Any update??

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1 month ago

Hello sir any update??

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1 month ago

Thank you for your reply, Govindjarwal. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently handle hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.


Have you tried contacting the casino regarding this issue? 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.

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1 month ago

Dear Govindjarwal,

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.

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1 month ago

Okay I am waiting

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1 month ago

Actually, I am waiting for you to forward me the communication between you and the casino. Please send it as soon as possible so we can proceed with this complaint. Thank you.

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1 month ago

They Don't reply.

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1 month ago

Thank you very much, Govindjarwal, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

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1 month ago

Hello Govindjarwal,


I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.


Dear 1win Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

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3 weeks ago

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.

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3 weeks ago

Okay I'm waiting

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3 weeks ago
Translation

Good afternoon


The account has been blocked in accordance with Rules 9.7:


In accordance with paragraph 9.7. of the Rules for using the website, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against the bookmaker (multi-account, use of software for automated betting, playing on arbitrage situations if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's game account.


Best regards, 1win team.

Automatic translation:
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3 weeks ago

give me my money back.

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2 weeks ago

Dear 1win Casino,


Thank you for your response and the information provided.


Could you specify which rule the player violated from the term 9.7?


I'll be awaiting your reply.

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1 week ago
Translation

Good afternoon


We sent the information to your email address. Please take a look.


Best regards, 1win team.

Automatic translation:
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1 week ago

Dear 1win Casino,

Thank you for your email and the information provided.


Hello Govindjarwal,

I was provided by the casino with evidence of multiple accounts. There is a match in the payment method. Funding the casino account with third-party payment is strictly prohibited and is against the casino's terms and conditions. Could you comment on this?

I'll be awaiting your reply.

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1 week ago

I had made that payment by mistake from the family bank account. But you cannot block my account because of this. Please, you should have sent me a reminder. Please unblock my Gaming account and refund my money.....


Thankyou Guy's 🙂

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1 week ago

Hello Govindjarwal,


The problem is that there are two accounts with the same payment method. It would be almost impossible to prove that those accounts do not belong to you. I understand this must be frustrating for you, but I am afraid I will have to reject this complaint. I wish I could be of more help.


Kind regards,

Stefan, Casino.Guru


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