1win Casino - Player’s account has been closed without explanation.

HELLO GREETINGS EVERYONE, I AM COMING TO YOU BECAUSE I HAVE AN ACCOUNT BLOCKING PROBLEM WITH THE 1WIN CASINO, MY ID IS ID 303737023, I AM CURRENTLY A POKER PLAYER BOTH ONLINE AND LIVE, I FOUND OUT ABOUT THE 1WIN SYSTEM THANKS TO THE PLAYER CALLED YOJUEGOPOKER, I ATTACH HIS INSTAGRAM https://www.instagram.com/yo_juego_poker/, I MET HIM ON IG AND I SAW THAT HE HAD A PROMOTION CODE, I WAS ALSO ABLE TO NOTICE THAT 1WIN IS A VERY PROFITABLE ROOM, I CONTACTED 1WIN SUPPORT AND THEY TOLD ME THAT THERE WAS NO PROBLEM WITH DEPOSITING IN BOLIVARS AND WITHDRAWING IN CRYPTOS, IT SHOULD BE MADE CLEAR THAT THERE WAS NO I HAVE A VERY LARGE BANKRUPTCY AND I WITHDRAWED MY MONEY TO BE ABLE TO PLAY LIVE, AND I DEPOSITED BECAUSE OF THE DEVALUATION OF MY COUNTRY'S CURRENCY, SO I WAS PLAYING FOR A TIME AND THEY NEVER ASKED ME FOR KYC VERIFICATION OR ANYTHING ABOUT IT, ON FEBRUARY 10 I WAS PRESENTED WITH AN ERROR WHEN ENTERING THE POKER SYSTEM AND I CONTACTED SUPPORT, THEY TOLD ME THAT IT WAS A KYC VERIFICATION ISSUE, THAT THEY WOULD CONTACT ME BY EMAIL WHICH I DID, THEY SENT ME A LINK WITH THE VERIFICATION PROCESS AND I COMPLETED IT, DAYS PASSED AND THEY DIDN'T RESPOND TO ME AND I DID NOT HAVE ACCESS TO THE POKER SYSTEM EITHER, ON FEBRUARY 14 I RECEIVED AN EMAIL TELLING ME THAT MY ACCOUNT WAS BLOCKED BY A SUPPOSED RULE 9.7, AND I LOST ACCESS TO MY ACCOUNT WITH $500, I WRITE TO THEM ASKING EXACTLY WHY THEY BLOCKED ME AND THEY DID NOT SEE ANY INTENTION TO RESPOND TO MY MESSAGES WHICH IS FRUSTRATING, I NEVER BROKE ANY RULE AND I ALWAYS STAYED OUT OF WHAT SUPPORT TOLD ME, I EVEN HAVE VIDEOS PLAYING POKER ON 1WIN AND IT CAN BE CLEARLY SEE THAT MY GAME WAS ALWAYS SERIOUS AND NOTHING OUT OF THE NORMAL SO IT SEEMS TOTALLY UNFAIR TO ME BECAUSE FROM WHAT I COULD OBSERVE I AM NOT THE FIRST ONE TO WHOM THIS HAS HAPPENED, PLEASE IF YOU CAN HELP ME I AM WILLING TO COLLABORATE WITH THE INFORMATION YOU NEED, I DEDICATE MYSELF 100% TO PLAYING POKER AND THIS CASE IS REALLY AFFECTING ME

Dear Jhonatan999,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would appreciate it if you could provide some additional details:

• Could you please forward me the communication between you and customer support regarding the withdrawal possibilities in a currency different from the one you deposited with? You can send it to my email at veronika.f@casino.guru, or alternatively, you may post screenshots here.
• Have you fully completed the wagering of your deposit?
• Has the casino customer support provided any specific reason for blocking your player account, aside from referencing the general 9.7 rule?
• Have you successfully passed the full KYC verification?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello greetings, I hope you have a good day

-There are messages with official support asking if I can withdraw and deposit in different currencies and they tell me yes.

-I don't remember exactly if I completed the wagering requirements of my last deposit, I think not because as I told you, I was restricted from accessing the poker system from February 10th until the 14th, which was when they blocked full access to my account.

-The service did not provide me with exact information about the blocking of my account, even after receiving the email I wrote to them twice and they did not respond.

-According to the link they provided me, I did complete the KYC verification process, however, the poker system block was never removed and they always told me that I had to wait for an email from 1security.

Thank you for your response.

Could you please specify whether you made any deposits using cryptocurrency, or if all your deposits were made in Bolivars?

Additionally, could you let me know which promotional code you used when playing at this casino?

Hello greetings

I only deposited in bolivars

And the promotional code I used was YOJUEGOPOKER

Thank you very much, Jhonatan999, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Jhonatan999 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Good afternoon

The account has been blocked in accordance with Rules 9.7:

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

Best regards, 1win team.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Good afternoon

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

Best regards, 1win team.

Hello greetings, I would like to know what happened with my case.

Yesterday I saw that they added 24 more hours and today they have not responded

Dear Jhonatan999, In order to proceed with our investigation, I’d like to ask if you happen to know the user who submitted a very similar complaint to yours, which you can find here: https://casino.guru/1win-casino-player-s-funds-have-been-confiscated

We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation. Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

Thank you for the clarification Jhonatan999, I will review your case internally, and I will keep you updated about any new developments. Thank you for your patience during this time!

Hello Jhonatan999,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru