1win Casino - Player’s account has been closed following alleged fraudulent activity.

My 1 win account I'd is 78****82 , 

I have created the account in June 2024 I don't remember the exact date ,

Hardly they allow me 15+ day's to use their platform,

 I had tried to withdraw amount 1. Rs. 26,879.00, 2. Rs. 7k+ by 1win I'd , they didn't proceed the withdrawal so i contacted to 1win security team on e-mail , they said I need to submit KYC documents , I agreed on that I submitted the KYC documents, so I continued the 1win platform , but after few Days again' they stopped the withdrawal and blocked my account now' I'm not able login to my account ,then again I asked to 1win team via email 1win security ,

They stated this reason 👇

The account was blocked in accordance with clause 9.7 of the rules:

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

This is absolutely 100% false accusations on Me, I did not use any multiple accounts, I have only one account at 1win platform , I had played evaluation live casino game's, you can check my game history , I asked 1win team many Times for the evidence on email but they didn't reply at all, i always play with loyalty sometimes I lose some Times I win game , but blocking my account with false reason I'm not going to accept this , I'm a youtuber ,if my account will not get unblock I will give the feedback of my experience with evidence, so other users will be aware. 

I request to Casino guru team please ask them for the evidence , and share me as well. 

Dear nafeb2018,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you are experiencing with your 1win account and the difficulties with your withdrawals. To help us better understand your situation and assist you effectively, could you please provide more details about the following:

• When did you first attempt to withdraw the amounts of Rs. 26,879.00 and Rs. 7,000+?
• Did you receive any confirmation or response from 1win after submitting your KYC documents?
• Have you noticed any specific activity or transaction in your account that could have triggered the blocking, according to 1win's clause 9.7?

Can you provide any correspondence from 1win regarding their reasons for blocking your account, apart from what you’ve already mentioned? My email address is petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hey @petronela thank you soo much for your reply , I hope you're doing well!

(1) I had tried to withdraw amount by 1win I'd ID 78****82 But i didn't get withdraw from it.

I provide details below -

1Win I'd : ID 78****82

Email I'd : na********8@gmail.com

Withdraw amount :

1. Rs. 26,879.00

June 20, 2024, 11:31 AM

2. Around Rs. 7k+ I had Left fund in my account section which I did not withdraw.

(2) Yes I have receive confirmation or response from 1win after submitting my KYC documents.

Like that - 

Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.) 

And next day again received a mail form 1win, that is -

 Hello! Our security service has carried out a comprehensive and objective check regarding your game account na********8@gmail.com and, based on its results, we report the following.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 na********8@gmail.com has been blocked and cannot be restored.Please note that upon re-registration, your game account will be blocked without prior notice.Sincerely, 1win team.

(3) But next day when I tried to login , it's States that your acount is blocked, reason I mentioned in previous Above text. 

Please resolve this on High priority. 

Hi nafeb2018,

• Could you advise which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

Thank you.

Hello Petronela,

• I used to play the most games 1. Crash Game Specially Aviator 2. Live Casino Specially Hindi Roulette.
• Before playing any game, I used to deposit money in my 1win ID from my bank account through UPI. After that I used to play the game. I did not use any kind of bonus to play the game. Whatever game I played, I played with my own money.

I request you to help me and withdraw my money which is stuck in 1win.

Thank you.

Hi nafeb2018,

Could you please confirm whether you have provided all the requested information as required by the casino on June 25th?

Thank you.

Hello Petronela,

I received a mail on 25 June 2024 at 08:49 PM from this domain 1Win Security • 1win1@secretary.net, I got suspicious about it so I took the help of 1Win Chat support and asked about this mail ID, then the reply from 1win Chat support was that this is not a mail from 1win domain and requested you not to share any information on this domain. So I did not share any information.

Note:

1. I did not share any information on this because I thought it was a scam.

2. I am sharing the screenshot of 1Win Chat Support here in which sharing any information on third party is prohibited.

Thank you.

Thank you very much, nafeb2018, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Petronela,

Thank you very much and I request you to solve this case as soon as possible and get my lost money back from 1win. I hope that Casino Guru will support me with full strength.

Thank you.

Hello, nafeb2018,

I am sorry to hear about your trouble and apologize for the delay. 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 his 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).

Hello Branislav..

You must have reviewed the case I have discussed here and the proof I have given. After that you have involved 1win Casino in this matter. 1win will say the same thing again which I have already told you. Like this rule was broken etc. Branislav.b@casino.guru I request you to try to solve this case as soon as possible. Because 1win Casino just evades the matter and does not give any answer in an authentic and solid manner.

Thank you.

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.

Hello Branislav..

I had brought my case to Casino Guru with a lot of hope but I don't see any hope here either.

And as far as 1win Casino is concerned, it will not give any reply or anything because nowadays it is cheating everyone, especially Indian accounts.

To all the people who are playing with 1win Casino by investing their money, I would say that there is still time, get out of 1win because you will not even feel any happiness when it will rob you and close your ID.

I would like to say this to Casino Guru, Petronela and Branislav, that please get my money back from 1win, it will be a great favor.

Thank You.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear nafeb2018,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and failed KYC/verification after further inspection of the linked accounts. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution or insist on the evidence, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions or news from the regulator, feel free to write to me at branislav.b@casino.guru.

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

Best regards,

Branislav, Casino.Guru