1win Casino - Player’s account has been closed with false accusations.

My 1 win account I'd is 93309320 ,

I have created the account in October 2024 9 October ,

Hardly they allow me 1 day's to use their platform,

First time when I withdraw the amount of ₹1200 , 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 hours 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 aviator in which I have lost multiple time, 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 of you check I deposited 1200 I played and then I put the request for withdrawal but instead of withdrawing they blocked my account 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

Looking forward for your reply

Dear agaadi2003,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me the link or a screenshot of it.

Was Aviator the only game you played, or did you play some other games as well? Did you make any bets on sports?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

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

Veronika

Dear Veronica,

All I remember that I collected my winning without bonus.

Yes aviator was the only game played that moment around 2 hours and I withdrew my money and immediately and immediately after that they blocked me

I think so no but there can be my brother sister playing I asked them about this they said no one was playing

If they can only provide me the first and last withdrawal money of rupees 1200 I am happy with that but they stopped the withdrawal as well as they blocked my account which couldn't work

Thanku for your response

Best regards

Thank you very much, agaadi2003, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear agaadi2003,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account? If you have any supporting evidence to substantiate your claims, please send it to my email at jakub.m@casino.guru.

Thank you in advance for your response!

Best Regards,

Kubo

Thanku kubo for taking care of complaint there is just 1 thing I have to say to 1 win that I invested 1200 rs in your game and used the withdrawal system for only 1200 which was same as my invested amount.

I didn't use any fraudulent action if you can justify fraudulent action please mail it to me or please withdraw the 1200 rs in this account .

Account number - 150301001701

IFSC code- ICIC0001503

Account holder name - Aditya Agarwal

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.

A request to 1 win casino if withdrawal is completed please share the transaction details

Good afternoon

The account has been blocked in accordance with paragraph 9.7 of the rules.

Also the user's deposit was transferred to the user's details.

Best regards, 1win team.

Dear 1win Casino,

I would like to follow up on my previous request for supporting evidence to substantiate your claims, as I have not received anything in response. Given that this is not the first complaint against your casino, I am puzzled as to why the resolution process seems unclear, especially since allegations against players should always be backed by evidence.

Please send the requested supporting evidence to my email address at jakub.m@casino.guru at your earliest convenience.

Thank you for your prompt attention to this matter.

Good afternoon

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

Best regards, 1win team.

Dear agaadi2003,

I've been informed by the casino that your deposit of 1,200 INR has already been refunded. Could you kindly confirm if you have received this refund on your end?

Thank you.

Dear agaadi2003,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes the 1200 is refunded

Dear agaadi2003,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo