1win Casino - Player's account was blocked.

Hello,

My account at 1win ID 74***65 has been blocked for a few months already supposedly for multiple software account fraud issues but obviously there is nothing like that I was just a good player who won more bets than he has lost then I was blocked, I try to communicate with them but they do not answer emails.

Obviously I have a balance that I cannot recover for the moment.

Thank you for your help.

Dear Recan97,

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. Do I understand correctly that €2,500 (dispute value) is being held in your casino account? Have you accumulated these funds with or without an active bonus? Could you please advise if you passed the KYC verification before the casino blocked you?

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

Best regards,

Kristina

Hello Kristina,

The amount 2500 euros is in my account 1WIN, i can not log in. I won sport bets football, tennis basket i never used a bonus, so the balance has been accumulated without active bonus. Yes I passed the KYC verification then after i received these mail

Hello!

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 has been blocked and cannot be restored.

Obviously, like the other i never violat the clause 9.7, its just some excuses to block the account and the whole amount. Its like others cases the same problem, they stole money from people, abuse of power.

Thank you for your reply, Recan97. After reading your last message we’ve realized that this complaint is sports betting related, but please correct me if I am wrong. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. Please, do not hesitate to let me know if there is anything else I could help you with.

Thank you very much for your understanding.

Thank you for your answer, i played both casino and sport market.

Have a great day.

In your last message, you stated that you won by placing bets on sports. Could you please clarify?

Hello Christina,

So I played sports games but also casino games. Hence the appeal to you casino guru

On the live chat, I have been talking to them for 2 months almost every day, they promise me that they will answer me via email to solve the problem and the agents promise to give me the balance and that the problem will be solved.

On the e-mail address of the department concerned. I have been contacting via email for 2 months, no response, when I use another email they respond asking me to clarify the situation but as soon as I give my ID they no longer respond. It's a bit shameful.

I can only count on you now.

I just saw cases similar to mine, Nigerian players who took months and months for 1WIN to return their money.

The best thing if you allow it is to invite 1WIN to respond to my request and join the discussion this would advance the process.

Thanks

Recan97, could you please advise when exactly was your account blocked?

It was the 5 september.

I'll send you the official mail and screenshot of it so you can check it.

Here is all the mails between 1win and I.

I tried anyway to contact them to give me detailed explanations with proof for an account blocking for no reason, but I have no response to HUNDREDS OF EMAILS and LIVE CHATS who are making fun of me, in making me believe that I will have an answer.

I think the best thing is to invite the representatives of 1WIN here at the same time that they can give evidence of this blocking of the account and the balance of more than 2500 EUROS blocked, like that the whole community and the other players can see and understand.

I kindly ask you, dear kristina, to invite them.

A good week

No answer to all those mails

The livechat answer : The rules of our department tell me not to intermediate.

Thank you very much Recan97 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. Please, keep in mind that if we find out that you breached some sports betting rule(s), we will be forced to reject this complaint.

Hi Recan97,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 1win Casino to the conversation to participate in the resolution of this complaint.

Thank you for your cooperation dear KRISTINA, as long as evidence from the casino is sent to you then to me and is in support and reasonable I accept your decision, but without evidence given to the player and to you. The casino can do whatever it wants. Thus the whole community will also be able to see the good intentions or not of the casino.

I just want you to send me evidence and justification please.

HOPE I WONT HAVE THESE ANSWER WITHOUT EVIDENCE AND PROOFS TO US.

"""Your account is blocked for violation of paragraph 9.7. of the Terms of Use of the site, section "General Terms and Conditions (hereinafter - the Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

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

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello dear casino guru,

obviously we will not have a clear answer from 1WIN.

They have not responded to my hundreds of emails.

There is no explanation for the blocking of the account, access to the balance no longer 3 months that I try EVERY DAY, imagine EVERY DAY to recover my money but in vain.

Frankly thieves, fortunately players will be able to see cases similar to mine. So no one is going to sign up.

What do you suggest as a solution if they don't respond?

Добрый день!

Этот игрок злоупотреблял ошибками в предоставленных коэффициентах, а также использовал автоматизированное программное обеспечение, чтобы постоянно делать ставки на коэффициенты намного выше, чем было представлено во всем мире на пару секунд.

Игрок составлял обращение лицензиару, в результате чего были объективно рассмотрены все аспекты.

Сумма депозита выведена в полном объеме.

С уважением, команда 1Win.

Hello to all the team of casino guru

Thanks to 1win for your answer and finally an answer for 3 months..

The first thing I NEVER WITHDRAW this deposit, my account has been blocked so obviously I cannot withdraw..

The second thing I have never used software, if you can prove it to us that would be great. You can send evidence to the casino guru team who can prove what you said.

It's completely unfair to say that I misused something you provided on your site.

What's incredible is to accuse the player of using software when I've been playing with you for 1 year and then not giving him back his balance.

So I have to get my money back

I wanted to add something.

At the same time it is you who proposes markets so you must not blame me

What I'm claiming is my balance, nothing else after, if you want me to never use 1WIN again, it's your right.

Dear 1win Casino team,

Could you please send all relevant evidence to my email address (peter.m@casino.guru)?

Thank you dear Peter, please send me too after you get the proofs.

It is said that I made a withdrawal it is FALSE, I had asked if my memories are good 3 withdrawals in AUGUST of the amounts of 500 euros. I NEVER RECEIVED THOSE WITHDRAWLS. THEY ARE STILL PENDING

I stay on my words

Добрый день!

Соответствующие доказательства отправлены на вышеуказанную электронную почту.

С уважением, 1Win.

Thank you 1WIN for your answer.

We wait for the answer of peter, and also i'll wait the evidence's send to my mail.

As i mentionned 3 withdrawals have not been received, i never received them

3 withdrawls of amount of 500 euro since august 2022.

Thanks and good day to all.

Hello dear Peter

I send you an important information to your mail.

Can you process it before you answer here because it is crucial information.

I will share it here with you and the casino representatives

Have a good day.

Hi all,

Thank you for your replies and emails.

Dear Recan97,

I've looked at the evidence provided by the casino and the whole case is about bets made in sports betting. If this is the case, I’m afraid we won’t be able to help you. As we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint. However, I will send you some suggestions by email. Secondly, if I understand it correctly, the issue was brought to the attention of the Curacao Gaming Authority which agreed with the casino's decision to refund your deposits and block your account. If the Gaming Authority is satisfied with the outcome, I don't think the casino will change its decision. Did you get your deposits back?

Hello, you have understood very well the decision of the regulatory authority.

My account has been unblocked and I have requested the withdrawal for the moment I have not received anything, no amount but the withdrawal is being processed.

If the representative of 1win can tell us when I will receive the sum so we can close the complaint.

Have a good day.

Hi Recan97,

Thank you for the update.

Dear 1win Casino team,

Could you please inform us about the status of the player's withdrawal?

Добрый день!

Вывод был отправлен на указанные клиентом реквизиты.

Статус вывода - средства перечислены.

С уважением, команда 1Win.

I confirm that I have received the withdrawal.

Without the decision of the authority this would not have been possible which helped me a lot. I also thank Casino guru for their availability and the commitment of Mr Peter in this file and these colleagues.

To future players avoid 1win, don't make the same mistake as me, I suffered for this money a lot of months of wasted time whereas if you choose another bookmaker everything is faster.

But I thank 1win finally..

Hi all,

Thank you for the update.

Dear Recan97,

I'm glad to hear that your deposits were refunded. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter