1win Casino - Player's account was blocked.

Dear Casino Guru Specialist,

I need to report a concerning issue with Win Online Casino. They've wrongfully accused me of fraudulent activity, holding my 30255 INR without justification. Despite accurately submitting personal information for a KYC check, they've blocked my account, leaving me with unanswered questions about the funds they're withholding.

Additionally, an amount of 21600 INR has been stuck in the payment gateway since Feb 21st, unresolved by the casino despite assurances of a 72-hour resolution. Instead, they've capitalized on my additional 12k deposit to conduct a KYC check and subsequently block my account.

I want to emphasize that I've only used my personal account, never claimed bonuses, or engaged in sports betting. Despite confirming with support about multiple that two members playing from the same household, each with their own ID, and never exploiting bonuses, they've still accused me of fraud.

They do not have any proof that I have committed fraud or affected their revenue by exploiting their bonuses.

My gameplay has been limited to live baccarat, resulting in consistent losses from the beginning in this casino. I urge Casino Guru to investigate Win Online Casino's operations in India, as their actions raise serious concerns about their integrity and treatment of customers.

Kindly ask them settle my funds immediately, and then they disconnect services with me.

Dear sharai,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please clarify if your account has been verified?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Thank you for your reply, sharai. Have you ever played from the same device? Have all of you ever played the same games together?

Me and my brother have our own device and own individual accounts .

we have also submitted our KYC details through our registered email.

he has his own gaming history and I have my own ,

occasionally when we are free we connect and play against each other in live baccarat as part of our leisure activity. But it has nothing to do with taking advantage of other players or exploiting casino bonus , because we never used one.

we only used our money to play against each other , only once in a while and other time he would randomly play somewhere and I would randomly play some where.

we even took permission from the 1win casino support for playing against each other sometimes . They agreed.

we even agreed to do a video KYC to prove that there are no duplicate accounts and we both are just individual players from the same house.

check our gaming history also it has our individual gaming activities in live bacarrat.

so kindly resolve this miscommunication and their unfair treatment of our locking our money .

attached screenshots of conversation with the support.

cheers.

Thank you very much, sharai, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, sharai,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the supporting evidence to my email address (branislav.b@casino.guru).

I recommend checking other open cases assigned to me and reviewing them all together.

Thank you in advance for providing the information.

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!

Отправили доказательства на почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear sharai,

After gathering and reviewing all the necessary information provided by the casino, we decided to close this and 2 other related complaints as unjustified due to breaching the casino's terms and conditions - multiple accounts and the impossibility of passing the KYC on any of the linked accounts due to specific data intersections between the particular accounts, which seriously breaches the casino's rules. Successful verification is a must to be able to withdraw any funds from your casino account. In this case, multiple accounts and data matches make the verification impossible. Based on the provided data, it would be impossible to prove otherwise. For understandable reasons, I will not disclose further details.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

As for the verification and multiple accounts - it is completely irrelevant. Players can pass the KYC right after registration and breach other rules later. In addition, online casinos are not obliged to perform verifications earlier than upon a withdrawal request or a withdrawal of a higher amount. They can even let players withdraw their winnings without verification in some cases. So, if you were able to withdraw anything from any of the linked accounts before, you can be glad that you managed to withdraw some of your winnings.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1win Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru