1win Casino - Player's account was blocked.

I am Aruna **** from india. I created account in 1win few days ago and made 110000 deposit and played games in casino and won 28600 amount.my total withdrawal was 138600 but the company stopped it.asking customer support,I found out that there is a security problem.contacting the security,he asked for all the documents the I have sent all the documents then he asked to wait for 14 days and after 14 days blocked my account and replied that below is the picture.even though I didn't play any wrong way,my account got blocked and both my deposit 110000 and won 28600 were taken away,my humble request to you is to please return my money to me .

Dear Apatel6998,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with an active bonus? 

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

Thank you very much in advance for your reply.

Best regards,

Tomas

I have played casino live games.i don't use any bonus , when I'd made I was playing a game in my own phone then my phone broke so I used my son's friend phone and I don't know if it has any I'd from the front or not . But I didn't use that phone to play games. I just used it to withdrawing money because if I had too much money I got tensed and I played online casino for the first time.

Do I understand correctly you only used the other phone in order to log in to your casino account and request a withdrawal?

Was your son's friend also a player in the same casino?

Yes I used the other phone in order to log in to my casino account and request a withdrawal, I don't used for Play. I don't know about my son's friend also a player in the same casino. He gave me his phone to use until my phone is repaired.

Could you please forward any relevant emails or chat transcripts between you and the casino to my email at tomas@casino.guru?

I'll await your reply.

Dear Apatel6998,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Apatel6998, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Apatel6998,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

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,

If that is the case, can you please substantiate your decision with relevant evidence? You can send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Добрый день!

С нашей стороны было принято решение не удерживать денежные средства, а вернуть депозит на личные реквизиты пользователя.

Уважаемый Apatel6998, просим прислать реквизиты на электронную почту нашей компании security@1win.xyz

С уважением, команда 1win.

Thank you so much Tomas. I Have sent my bank details to (security@1win.xyz)this email now please clear my withdrawal.

Thank you both for your cooperation.

Dear 1win Casino,

Can you please update us once you have processed the payment?

Kind regards,

Tomas

Добрый день!

Возврат отправлен на указанные пользователем реквизиты.

С уважением, команда 1win.

Dear Tomas they only returned my deposit amount , If I won money by any wrong way then send related evidence to Tomas or not then please return my winnings also

Dear 1win Casino,

Can you please provide us with evidence supporting your decision to confiscate the player's winnings?

You send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Добрый день!

Чтобы разрешить жалобу, сумма выигрыша - 28 000 INR будет отправлена игроку.

С уважением, команда 1win.

Dear 1win Casino,

Do you mean that 28,000 INR will be sent to the player? Or does it mean that you still insist on your initial decision?

Thank you for clarifying this.

Kind regards,

Tomas

Как указывалось выше, мы вернули игроку депозит. Чтобы закрыть этот вопрос окончательно, мы вернем и сумму выигрыша 28к INR.

Блокировка не является безосновательной и не может быть обжалована, но мы согласны закрыть этот вопрос мирным путем.

С уважением, команда 1win.

Dear 1win Casino, thank you for your cooperation on this case.

Apatel6998, can you please confirm once you receive the payment, so we can close this complaint as resolved?

Thanks.

Kind regards,

Tomas

Dear Tomas,1win and Casinoguru thank you so much,

When I receive the payment then tell to you

Dear 1win Make the payment in the account details that I sent earlier

Thanks

Kind regards,

Apatel6998

Dear Tomas,1win and Casinoguru thank you so much

I have Recieved my all payments

Thanks

Kind regards,

Apatel6998

Dear Apatel6998,

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,

Tomas