1win Casino - Player's account is blocked after KYC verification.

I had won money on 1win and wanted to withdraw but it was taking longer than expected almost (72hrs) .

so I contacted security team and they asked for my documents to verify my Identity as their KYC process.

When I did that, they just blocked my accounts saying I've violated rules.

I've sent them several emails to their security team and they don't reply me at all.

It's been more than a month and I'm still waiting for a reply.

When I read their terms, it said if a customer violates the terms and an account is blocked at least the customer will be returned their money in the account that was close but 1win isn't even replying me

My gaming ID is 35231533.

Dear Theophilus, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Have you accumulated your winnings with or without an active bonus? Has the casino given you any explanation about the reasons your account got blocked?

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, 

Veronika

I sent them pictures of my Ghanaian Identity Card, both front and back pictures. And I have not used bonus on the platform before. I haven't even got any bonus from them yet.

1win said I had violated section 9.7 of their article. But I don't even know what I did.

At least they should refund me my money back according to their Terms and conditions if they not gonna unblock my account for me again.

Please forward any communication between you and the casino relevant to this case to veronika.l@casino.guru. Thank you.

Hello Veronika. Pls I don't know how to send complaints to the address you listed above.

Can you walk me through the process ?

Or should I send the chat between me and the Casino on this place I'm typing in

. 1win told me to verify my ID and when I send them my ID they blocked my account saying I had breach some of their terms and conditions. I just deposit my money and stake bets. What possibly term could I break.

I was reading their terms after that and realized they said if player account were blocked their account can be reinstated id they proof otherwise or they whole amount will be refunded to them if the account is blocked. Still and 1Win has done neither of these. They don't even reply my Emails.

I've sent over 12 different emails and none of them get replied to.

Thank you very much, Theophilus, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of 1win Casino to join the conversation and participate in the investigation of the case. Could you please specify why the player's account was blocked? Thank you.

My player account was blocked because they said I had breached Article 9.7 on their site, saying I had been involved in arbitrages, and have abused their bonuses. But I haven't even got a single bonus for my stay on the platform and I place normal bets like a regular user

Dear Theophilus, could you please specify what types of games have you played? Do you play casino games or you bet on sports only?

I only bet on sporting events I don't really understand How casinos work and don't mess around with those.

Is it my offence to not indulge in something I have little knowledge about?

Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue. Please understand, we wouldn't be able to advise you correctly as we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons. Therefore, your complaint will be rejected.

I’m truly sorry we couldn’t be of more help.

Thank you for your understanding.

Best regards,

Veronika