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

Dear DurgaBhavani2024,

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. 

• Did you accumulate your winnings with or without an active bonus?
• Did the casino ask for new documents after you requested the last withdrawal?
• Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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 Kristina,

Thank you for your response.

• My winnings are without the bonus.
• Yes I did reached out to them and shared all my proof of Identity documents as per their request but I got a response stating that my account is freezed due to fraudulent activity,which I never did.
• I request you reached them via email to unblock my account but they are still providing the same response stating that I violated their T&C. All my deposited amount and winnings are blocked in the account and they never transferred them to my bank account even after repeated requests. Now they even stopped responding.

As suggested I will forward the Email discussion I had with them to your email from my email address t***2308@gmail.com

Thank you for your reply, DurgaBhavani2024. I noticed that one term the casino quoted mentioned duplicate accounts.

• Could you please confirm that this was the one and only account you created in this casino?
• If it was, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Yes, this is the one and only account I have in 1win.

my husband has an separate account and we all use the same internet connection but we never used any 3rd party software’s or any illegal ways while we playing.

Could you please clarify whose account was created first? Have you and your husband ever played from the same device? You indicated in the first message that your account has been verified. Is that correct? Is your husband's account verified as well?

My husband account is created first and after some many months - I have created it and i opened this account very recently which is verified successfully as well.

I don’t think I have played in my husbands mobile

yes. My husbands account is also verified and he have been playing in 1win for a long time.

Hi Team, Can you please provide any update on my issue?

Thank you very much, DurgaBhavani2024, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello DurgaBhavani2024,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I would appreciate it if you could provide us with more details regarding the player's actions that were considered a breach of rule 9.7, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

Good afternoon

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

Best regards, 1win team.

Thank you for the information and evidence provided, 1win Casino Team.

Dear DurgaBhavani2024,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru