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