1win Casino - Player's account unexpectedly blocked with winnings inside.

Hello, my account was unable to log in after completing SKY video verification on October 6, 2023. The 1win platform did not send any email to explain. I asked customer service, and they asked me to send an email to the relevant department. Unfortunately, they did not reply to my email. I hope you can help me retrieve my money. My account is hz*****94@163.com The 1win platform illegally closed my account. They were deceiving us of consumer rights. My account earned around 4000USDT playing Baccarat, and I won by playing Baccarat games. Later, they demanded

Dear henmeng,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Have you had any successful withdrawals with this casino in the past?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Hello, my registration date is August 8th, 2023. Previously, I had no successful withdrawals and never received any dividends. I recharged 600USDT on August 8th, 2023, and my account balance reached 5000USDT, earning 4400USDT. After the SKY video verification on October 6th, 2023, my account was unable to log in without any notification

Thank you very much, henmeng, 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 henmeng 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 for violating clause 15.1. Rules for using the site, section "General Terms and Conditions (hereinafter referred to as the Rules)": The Company does not recommend betting by a group of Clients from the same IP address or from the same local network, or by prior agreement. These types of activities may be regarded as collusion, fraud, or misleading actions.

The account has been blocked for violating clause 15.9. Rules for using the site, section "General Terms and Conditions (hereinafter referred to as the Rules)": It is prohibited to carry out gaming activities on the site on behalf of third parties (nominal owners of the game account).

The gaming profile is subject to immediate blocking if, during the verification of the gaming profile by a security officer, it is determined that the person undergoing verification does not have sufficient knowledge in the field of betting on sporting events.

We strictly adhere to the rules and encourage our players to do the same. Therefore, we never make unfounded decisions.

Best regards, 1win team.

Firstly, I am using a VPN supported by your platform, as our network login has been stuck in the past. I am not sure if anyone else has used it, and I am unable to understand. Since you support VPN login, it is possible for others to use this VPN. You should consider it instead of innocent account blocking. Secondly, during the SKY verification process, I asked about the difference between European and Asian disk ports, I have only bet on the Asian market, and I only know about the Asian market. Later, when I asked the away team how to calculate a win when they+1, I gave a simple example: a draw is a win, and then the relevant personnel directly skipped the question. Now you tell me that I don't know about sports, isn't it obvious that you have a problem with this. And after verification, there was no email notification. I only found it closed when I logged in. I request that you provide relevant videos and recordings to the complaint officer for them to make a decision.

Dear 1win Casino Team, could you please provide the verification call recording or transcript to my email? (peter.c@casino.guru)

Thank you in advance for your cooperation!

Good afternoon

Sent a message by email. Look here please.

Best regards, 1win team.

I don't know if the 1win platform misunderstood my response. At that time, the reviewer asked the away team how to calculate a win when they+1. I gave an example of a draw where the away team (with the opening line of the away team+1) calculated a win. When I replied, I spoke more colloquially because we all spoke in this way, and there may be differences in language understanding. The reviewer didn't ask again, and I don't know if he understood my words. You can judge by recording

Good afternoon.

Dear henmeng, we have revised the result of your verification.

The account has been restored and withdrawal is available.

Best regards, 1win team.

Dear henmeng, let us know if you're able to log into your account and withdraw your winnings.

Thank you in advance!

Thank you very much for your help. I have successfully withdrawn my money. Allow me to thank you again and wish you a happy life

Dear henmeng,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter