1win Casino - Player's account is blocked.

Hi team,

1win blocked my account and now i not able to login back and my account consists of more than 50k and some bets as well. I want your support team so that i can get my amount back. I m looking for quick resolution. Please connect with team and atleast ask them to refund the amount present in my id. And also i m not the part of any fraudulent activities. Also trying hard to get reply from 1win team, but they are not responding. Hoping some support here.

Dear deepaktewatiawin1,

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 to make sure I understand your situation completely.

Could you please advise if you passed the KYC verification?

Has the casino informed you why your account has been blocked?

Have you made any successful withdrawals from the casino in the past?

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

I have provided all the documents asked by them over the email. Then as a result the blocked my account and stated that i m blocked due to suspicious activities.

But i can assure you that i m not involved in any such activities.

I have made few withdrawal in the past but after some time they stopped withdrawal and then block my account.

I want you to please contact them and ask about the money that i have in my bet account to return.

Sharing the mail details below that i have received.

Our security service has carried out a comprehensive and objective check regarding your game account d***@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 d***@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Team, seeking support here.

Thank you very much, deepaktewatiawin1, 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 deepaktewatiawin1 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 if we can do anything to help resolve this issue.

Thank you!

Sure thanks @peter, will wait for your update.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Dear 1win Casino Team, could you please provide evidence of these fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance!

Please loop my email id as well. Wanted to know what is fraudulent activities means.

Добрый день!

Мы отправили информацию на почту peter.c@casino.guru

Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear 1win Casino Team, thank you for providing the documents, there is in fact evidence of multi-accounting. The player has requested that we share the evidence with him, may we do so in this thread or via their email? The message in the thread may be set as private and only be visible to the involved parties.

Thank you in advance!

Can you please check the usage of accounts. Unable to login previous account that's why created the new one. Haven't used both accounts at the same time. Also bet history will prove everything. Just adding the clarification here. So incase one account is not working then definitely the user will create new account, but using both accounts at the same will be wrong and i m not doing that. Also if u r blocking my account , what will happen to the balance that i have in my account. I want you to refund my amount present in my id. Casino guru please help me getting my money back. Hope this will clear everything

Уважаемый Peter, так же как и в аналогичной жалобе:

мы понимаем желание игрока узнать детали, но та информация, которую мы отправили вам по электронной почте является конфиденциальной и не может быть распространена дальше, чем личная переписка представителя 1win и Casino Guru. Просим не передавать скриншоты игроку.

С уважением, команда 1win.

@1win team i can understand you privacy, but you should also consider better perspective as well. @peter can you ask team to settle the available balance which i already have in my id along with the cancelled bet. Amount is greater than 50k , not sure exact but may be greater than 70k , so i want you to ask 1win team to settle the remaining amount to me.

Thanks and hope you understand the customer situation as well

Waiting for the update on my last comment. Please check @peter

Dear deepaktewatiawin1, the casino has provided us with sufficient evidence of duplicate accounts as there were cryptocurrency crossings between multiple accounts created with different email addresses. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.