1win Casino - Player's account has been closed without response.

Id:8*******

My account on the 1win website has been closed for no reason. My account contains more than 2,400,000 Egyptian pounds. I cannot log in to my account and withdraw my money. When I log in, it tells me that your account has been blocked. Contact support. I contacted the security department since the 27th. Last August, I submitted all the required files, and so far I have not received a response, noting that the maximum period for a response is 30 days. Now more than 50 days have passed.

Dear meromeco2017,

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 verification? 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

* Yes, I have made many successful withdrawals

* Yes all my documents have been verified

* Without bonus

Can you help me to withdraw my money please!

Can you call 1win and ask about the status of my account and why I have not received a response yet?

I have sent the entire conversations between me and the Security Department to you via email from M*********17@gmail.com

Dear meromeco2017, have you been informed about the reason for the account block?

Did you deposit money using a payment method that is in your name?

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

Dear meromeco2017, have you been informed about the reason for the account block?

* No

Did you deposit money using a payment method that is in your name?

* Yes

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

* No

Hello dominika

Can you call 1win and ask about the status of my account and why I have not received a response yet ?

Thank you very much, meromeco2017, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello meromeco2017,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Добрый день!

Отправили доказательства на электронную почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear 1win

I have not yet received a response or any message sent by the security department to me .

Dear meromeco2017,

The casino provided me with evidence showing you have multiple accounts. You allegedly withdrew funds to one wallet address, and a cryptocurrency tracker shows that these funds were subsequently transferred to another wallet, which was then used to withdraw funds on the secondary account. The username and email name on the secondary account match the main account, and gaming activity across these accounts shows identical patterns.

Can you comment on this?

Dear meromeco2017,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.