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

Good day, please I do not know if this is the right place to make this complaint but I have been searching for a means to be helped and I was told Casino Guru can help me, please 1win blocked my account unfairly, saying I violated their rules which I did not. My account has been placed under verification previously and it was successful, all my withdrawals paid, then after a month it was placed under verification again but this time it was blocked, all the money in my account is gone as I do not have access to my account, I have over 1.2 million naira in my account, please this is very disheartening for me, that is too big a loss, that is why I’m fighting this, I can provide any information or details required for me to get the help I need

please help me, I have reached out to 1win on almost all platforms I can, in app support, emails, twitter, telegram, the security team via email specifically doesn’t reply to me and the rest support channels just keep referring me to that security team via email, they are just passing me around

Hello Michael01,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• Did you play casino games or sports betting?
• When was the last time you spoke to the casino and what was it about - did they specify what exactly did you breach?

Looking forward to your answer.

Regards,

Nick

Hello Nick, thank you for picking up my case. I’m a he.

My account was successfully verified on 15th August 2024, which lasted from 28th July to August 15th, after a month they put me on verification again.

I do not use bonus. I accumulated with real money.

I play more of sports, I’m better at such predictions.

I message them very often, the security team security@1win.social do not reply to me anymore, and all other platforms just keep referring me to that same mail team.

This is the mail I got.

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account *****do2@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******o2@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Best regards.

Please Nick, help me, 1win have refused communicating with me properly, my account being blocked is not right, please help me recover my lost money, I won that fairly

Please any information that is needed from me to defend my case I will provide it.

Thank you Michael01 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

I would like to point out that as we do not handle sports betting related cased, if your account was blocked for such reason, we will be forced to close the complaint.

Wish you best luck resolving the issue.

Regards,

Nick

Hello Nick, thank you for all you’ve been doing concerning my case, please I’m begging you, if you don’t help me out I am totally helpless, Casino Guru is my last resort for help. I’m begging you to help me, I have too much money in my account, please help me

Hello Michael01,

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 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 Michael01,  

I have received information that substantiates the casino's decision. It appears that you were identified for utilizing a betting strategy in the Sportsbook that is deemed prohibited.

Because your complaint is purely sports betting-related, I regret to inform you that I cannot offer any further assistance. We don't have a branch dealing with sports betting, thus we wouldn't be able to advise you correctly. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.

You are free to submit a complaint to other services that are dealing with sports betting related issues but sadly we are not able to pursue your case further and we have to reject your complaint. Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us and we will try our best to help.

Best Regards,

Michal

Casino Guru