1win Casino - Player's account was blocked.

My account is blocked 1win claim that i use a software for fraudaulant activity but i’ve never use any software for playing casino games

i’ve mailed many times 1win sequrity department but no reply from the 1win

please help me to recover my account and i can withdraw my amount

Dear arodiyamz,

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

My account is blocked exect on 25 july 2023

i’ve applied for verification and i’ve received reply from 1win your account is blocked due to fraudulent activity

i play only lucky jet and royal joker in 1win

i’ve 17900 inr in my 1win account

i want to add this i’ve mailed a lot in a 1win security department but no reply received i want to ask how you tell me i did fraudaulent activity??

May i know How much time it will take to solve this case?

Thanks for your patience, and for the explanation of the situation.

Before we contact the casino, could you please send me the email you received from the casino with their justification for blocking your account? My email is tomas@casino.guru

I’ve mailed to your mail id

Thank you very much, arodiyamz, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, arodiyamz!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

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.

1win team, to reject the complaint we need proof that the player has indeed behaved unfairly. Please, sent it to my e-mail: pavel.k@casino.guru.

Добрый день!

Отправили доказательства на электронный адрес pavel.k@casino.guru

С уважением, команда 1win.

1win team, I have sent a response to your e-mail to enquire further information.

Добрый день!

Отправили ответное письмо на электронный адрес pavel.k@casino.guru

С уважением, команда 1win.

arodiyamz, we have received enough evidence from the casino to say that you have participated either in collusion with other players or in creating multiple accounts. Therefore, I must reject your complaint. If you will have any issue with casinos in the future, do not hesitate to contact our Complaint Resolution Center once more! If you will have any questions, you can write them to my e-mail: pavel.k@casino.guru.