1win Casino - Player's account has been hacked.

Greetings, I explain the situation. I played at 1win casino with 50 thousand, won 300 thousand, put these funds on payment, after a while I canceled the withdrawal because they did not withdraw for about 1 hour. Then I bought a bonus card in the slot, it gave out 644x (the balance was 800 thousand further more). After this win, a person began to write to me in a telegram that he hacked my account and said that if you don’t send me 250 thousand, then I lose funds on your balance (the scammer provided a screenshot that he was on my account and said my amount on my account), in this case, I had no choice how to transfer funds to him from the 1win casino to his card, after this action I woke up in the morning and could not log into my account, support wrote to me (I provided a screenshot). As it turns out, this scammer who hacked my account accessed accounts through payment system 1win. This situation is in fact from 1win. If a person simply logs into accounts through the payment system, it's not my fault, because of this, my casino account was blocked, there were no fraudulent actions on my part, I don't know what he did on my account. If I had denied him the withdrawal to his details, then he would have lost the entire balance to me, 1win would not have restored the funds won to me. I don’t know what to do in this situation! The account was simply blocked according to them.

Dear holyy.molyy,

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. Could you please clarify if the active balance was played by the third party? How much was the active balance when you logged out from your account? Could you please confirm that you haven't shared your login information with any third-party?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

As for whether the balance was drawn by a third party, I can say that he had every opportunity to do whatever you want on the account, since he had access. It turns out that the approximate amount was 800-840 thousand rubles on the account. 336 thousand withdrew about 500 thousand active balance should have remained on the account from the moment I could not log in. No, I did not give my registration data.

I'm sorry but if your login has been compromised there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.

Could you please advise if you completed the KYC verification successfully in the past? Do I understand correctly that your account was blocked by the casino due to suspicious activity on your account?

3rd person logged into the account not through a suspicious email or something else, he logged in due to a bug on 1win through the payment system, there is no fault on my part. Verification, yes, everything went fine, the account was immediately blocked, though. Nothing was written in the letter about the fact that the account was blocked, because of which the account was blocked. Well, my guesses are probably what they wrote above (blocked by the casino due to suspicious activity on your account)

Can Petronela help in this situation?

He also addressed the streamer who advertises the 1win casino, his manager wrote this message: For this client, the client tried to deceive us and cheated in poker. There were no account hacks, the actions were committed by him purposefully, for which he was blocked.

Now he is just trying to put pressure on pity by any means. It doesn't work like that, and of course we immediately stop all such actions.

This is what the manager wrote, I'm just in shock 🤯

So your account was blocked due to suspicious activity but no funds have been withdrawn as far as you know, is that correct? Could you please advise if your account was successfully verified in the past?

The withdrawal was about 300 thousand. There are still about 500 thousand left on the account. I don’t understand the prophetic question about the account (whether your account was successfully verified in the past) can you explain in more detail.

I'm interested if you completed the KYC verification of your account successfully in the past. Have you provided all the required personal documents and have them verified?

KYC stands for "Know Your Customer". It's a process that operators are required to carry out. This casino verification practice is also the reason why gambling sites ask for bank statements, proof of income; address, ID, and other documents. KYC process may include ID card verification, face verification, document verification such as utility bills as proof of address, and biometric verification. Gambling establishments must comply with KYC regulations and anti-money laundering regulations to limit fraud.

I'm sorry but I still do not understand if the amount of 300k was withdrawn by a third party, or if there was only an attempt to do so.

Yes, everything passed the KYC check, after some time they wrote a letter that the account was blocked, 250 thousand was a withdrawal to the 3rd person. That's why my account was blocked, as the streamer's manager wrote (According to this client, the client tried to deceive us and cheated in poker. There were no account hacks, the actions were committed by him purposefully, for which he was blocked. Now he is just trying to put pressure on pity with any It doesn't work like that, and of course we immediately stop all such actions). I can’t prove to them that I didn’t play poker on my account and didn’t do any fraudulent schemes, what should I do in this situation? They write that there were no hacks here, it’s not a hack, but the fact that a 3rd person entered through the 1WIN payment system into my account and also a 3rd person could access other 1win accounts, this is in fact a problem on their part that 3rd persons access accounts through their payment system.

Dear holyy.molyy,

Please understand that proving that a third party entered your casino account through a payment method is something that authorities such as the police should deal with, not our forum. It is a substantial amount and the entire incident should be classified as cybercrime. Sadly, we do not have the resources to investigate such cases.

Could you please advise if you contacted the police already? If your payment method has been hacked your bank should investigate too how it happened.

No, you didn’t understand me, the 3rd person logged into the account through the 1Win payment system on my account, he had access to the account, this is a bug with 1win

Could you please advise who is the owner of the bank card *648?

Have you tried to withdraw funds from your casino account to a payment method that the hacker provided?

In the screenshot, my card, but the conclusion was also not its details.

I do apologize, but I don't understand. Could you please try rephrasing your answer?

I am the owner of this card *648, but the withdrawal was also made to the details of the hacker.

Is there any record of the card that the hacker used to withdraw your money? Have you submitted the card or has he gained access?

the withdrawal took place from the 1win website to its details

Is there any record of the card that the hacker used to withdraw your money? Are the payment method and card number visible inside your casino account? Was the card verified for withdrawals?

Dear holyy.molyy,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.