The player from Bolivia faced an issue with her account being blocked after attempting to withdraw 450 dollars, despite having previously completed successful withdrawals and verifying her identity. She had not received a clear response regarding the account status or when her funds would be returned. The Complaints Team reviewed the case and found that the casino's decision to block the account was supported by evidence of a breach of terms due to multiple linked accounts. Consequently, the complaint was rejected as unjustified, and the casino's actions were deemed compliant with its terms and conditions.
1win Casino - Player's account is restricted and winnings are delayed.
Amount: 450 ₮
1win Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 days ago
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3 weeks ago
Translation
I am writing to express my concern about a problem I have had with my account, whose ID is 93**** and my name is Tatia****Cor**** Va****.
I have used your platform several times to deposit and withdraw funds. I had already made two withdrawals before without any problems. On October 18th, I made another deposit and started playing, making profits and losses, but I decided to make a new withdrawal of $450. However, when I tried to withdraw the funds, my account was blocked and I was informed that I had violated the platform's rules.
I completed the security verification process, which was successful, and I was expecting the withdrawal to be processed. However, I have not received any clear response as to when my funds will be returned or if the block on my account will be lifted. I have sent several emails, but have not received any response in the last three days.
My main concern is that even though my account was blocked, the money I had in it should be returned as I have not been informed that the platform can keep these funds. I would appreciate confirmation as to when I can expect to receive the $450 I requested to withdraw.
I understand that there are policies and rules to follow, but I would like to get a clear answer about my case and a fair solution as soon as possible.
Kind regards,
Tatiana Co**** V****
Account ID: 9358****
Edited by a Casino Guru admin
Automatic translation:
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3 weeks ago
Hello tatianacoronado1603,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Translation
1. Could you please tell me since when your account has been fully verified?
My account was fully verified on October 18th, and the process was approved without any issues.
I was asked to verify because I had requested a withdrawal that was taking a long time to process. I sent an email asking about the delay and they replied that I needed to verify my account in order to proceed with the withdrawal.
3. Did you accumulate your winnings with real money or did you use a bonus?
My winnings were accumulated using real money, not bonuses.
4. When was the last time you spoke to the casino and what was it about?
The last time I contacted the casino was on October 21st. They sent me an email informing me that my account had been blocked and that I would not be able to open another one. This worried me a lot, so I replied to them asking about the money I was withdrawing, as I figure that if they block my account, they should at least return the money I had requested. I am quite worried because they have not yet given me a clear answer as to when I will receive my withdrawal.
Automatic translation:
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2 weeks ago
Hello tatianacoronado1603,
Before we would take any further steps, please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.
Looking forward to your response.
Regards,
Nick
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2 weeks ago
Translation
Good afternoon
I already sent the communication to your email, from my personal email
I look forward to your response.
Automatic translation:
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2 weeks ago
Thank you tatianacoronado1603 for the communication provided. As we will need further clarification from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 week ago
Hello tatianacoronado1603,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite 1win Casino to join the conversation.
Dear 1win Casino,
I would appreciate more details regarding the player's actions that were considered a breach of rule 9.7, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru
Additionally, even if the breach of terms is proven, will you consider returning the player deposits?
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1 week ago
Translation
Good afternoon
We sent the information to your email address. Please take a look.
Best regards, 1win team.
Automatic translation:
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5 days ago
Thank you for the information and evidence provided, 1win Casino Team.
Dear tatianacoronado1603,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method and very similar IPs in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.
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.
Best regards,
Michal
Casino Guru
