1win Casino - Player's account was blocked.

Hello Casino guru

I am Chhaganbhai **** from Gujrat, India, I am recently play in 1win casino but after some days they want to ask for documents , I have sent all documents they want, but after some days they block my account. I want to know why they block my account , give me a one perfect reason with evidence for blocking of my account? And unblock my account , I request to casinoguru please solve my problem.

Dear chhaganbhaip27,

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. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Hello Tomas,

I playing in 1win casino from few days before blocking my account, I have all the documents on 23 may, 2023 and they block my account on 26 may, 2023. I played mostly Live casino and I mostly playing speed baccarat and bac-bo in live casino, I don't use the bonus.

Could you please advise what is your balance in the casino? How much you deposited and how much do you wish to withdraw from the casino? Has the casino given you any justification for why your account is blocked?

Hello Tomas,

Currently I don't have any balance, I lost what I had, but I like to play 1win so I want to verify and unblock my account, and I don't do any mistake or fraud, then why is my account blocked? I want to know the real reason.

Dear chhaganbhaip27,

Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Tomas

Hello Tomas,

But I have send all documents they asked from, and also I don't have any bonus and fraud with 1win then why my account was block? Please unblock and verify my account from 1win.

I am sorry chhaganbhaip27, once again, but we won't investigate the reasons why a casino account without any balance was closed by the casino, because we think casinos have the right to do so.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.