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

Hello, at first I played sports on 1win for a period of time, and then I withdrew money. They requested verification, and I cooperated with them. However, today they told me that my account was closed. I think it was because I won 3400USDT playing live casino a few days ago. My account ID is 85615641, and the reason they gave me was 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.But I only have one account, and I win by playing live baccarat normally. I believe that the behavior of 1win is fraudulent to consumers, where players are banned after winning money. I hope you can help me

Dear fj1999,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

I have not been successful in withdrawing money before, and they refused my withdrawal. Then I conducted KYC verification, and 1win asked me to wait for 14 days for a message. However, the next day they closed my account without providing any evidence.

Yes, I have completed identity authentication and facial recognition. The fourth screenshot shows the verification process completed through the 1win link.

I have not received any bonuses or any activities

4. The email screenshot is as follows

Thank you very much, fj1999, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear fj1999, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 1win Casino representative to join this conversation. 

Dear 1win Casino, could you please provide more information about this case? 

Looking forward to your reply.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

I am not sure what violation 1win is referring to. I only have one account and I am playing games normally. I hope 1win can provide evidence instead of deceiving users and maliciously closing their accounts. Moreover, I earned 90% of my money from live entertainment. Just after I made a profit of this amount and verified that KYC passed, I closed my account directly. Can we consumers only lose money in 1win? This is unfair

After I made a profit, 1win requested verification, and I verified and verified the face, but it did not prevent it from withholding my funds. And directly maliciously blocking accounts is deceiving consumers. I will appeal through reasonable channels.

Dear 1win Casino,

thank you for your message.

We take any accusations seriously. Can you please further explain your reasons for this blockage? Do you have any evidence proving fj1999 breached the terms and conditions, please? Feel free to share then here, or send them to my email: katarina.d@casino.guru

Looking forward to your reply.

Добрый день!

Отправили информацию на электронный адрес.

С уважением, команда 1win.

Dear 1win Casino,

thank you for your email.

Dear fj1999,

thank you for your patience. I am sorry to be the bearer of a bad news, but after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. I have received an undeniable evidence from the casino and unfortunately, there is nothing else I can do for you.

In the meantime, 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 katarina.d@casino.guru. I am sorry I could not be of more help on this occasion.

I wish you all the best,

Katarina