1win Casino - Player's account was blocked after winning.

Hi guys. I’ve got a bad experience with 1wincasino. Few months ago I opened my account on this casino, and one week ago I win money and the site pushed me out unexpectedly. I’ve tried logging again, but I couldn’t. Also tried to recover my data but no results - it says "Invalid data ". I wrote the support - they don’t have any idea what happened, and couldn’t recover my data.

Today I’ve opened new account, used same login and password (!) and played. After win happened same sh…t, the site pushed me out and couldn’t get in with my account. Please help me 🙏🏻

Dear ramazashviligiorgi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to emphasize that creating more than one account in a casino is prohibited by the vast majority of online casinos. It is considered a serious breach of General T&Cs.

• Could you please advise if the first account was verified?
• Did you accumulate winnings on the first account with or without an active bonus?
• Did you activate any bonuses on the second account?

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. Nobody asked about verification and looked is not necessary. I hade many transactions without verification.

I hadn’t any actual bonus and didn’t accumulate winnings.

Yes, I did. I’ve used a bonus gifted by casino, for the first deposit. Also I can share our conversation (me and support team).

I’ve make second account after the first was removed or blocked without any reason. And use same login and password.

This is transaction, from my bank account to casino account.

Thank you for your reply, ramazashviligiorgi. Did you confirm with the casino that you can open another account after you lost access to the first one?

Hi. They offered me to use this email, but it’s NOT belong to me.

Yes, the first case happened on 4 August and I’d reported about it. And on 7 August I’ve opened new account. I uploaded and shared our conversations above.

But did the casino allow you to open a new account? If they did, please forward me the communication between you and the casino in which you received a confirmation that you can open another account.

Yes, they know about opening new account. And used same login and password and played. It was allowed.

I have not a confirmation, after blocking or deleting my data, I decided to open new account and informed them about. My both accounts just disappeared after win. It is simple - they don’t want to pay!

Thank you very much, ramazashviligiorgi, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

Thank you for your assistance.

Good luck Kristina. 🙏🏻

Dear ramazashviligiorgi,

I'm Michal and I have taken over your complaint. I have reviewed your case and I have not seen from the live chat conversation that the operator allowed you to open another account. As a general rule in every casino, any player is allowed to have only one account. Opening another account must be explicitly allowed by the casino team. I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I would appreciate more details regarding the player's original account, why was the player not able to access it? Was the player permitted to open another account?

I decided myself to open new account, because I couldn’t access or recover my data. And they couldn’t properly explain the reason of disappearing my account.

Good afternoon

- this email was not registered on our website.

From the conversation with the personal manager, it is clear that he immediately indicated that the user was entering the wrong data.

ID 59150229 has a different email address linked to it. The email has never been changed on the account.

The user could not log into the account because he entered an incorrect email address.

Best regards, 1win team.

You are lying! I’ve played 1 year and always used my email to log in. I’ve got a receipts of the bank’s transactions.

You just erased my data, because you don’t want to pay!

Dear ramazashviligiorgi,

Have you registered your initial account with the email ram*************gi@gmail.com or a different one? If so, which one? Can you please forward me a confirmation of opening your account and any other email (marketing emails, deposit confirmation, etc.) you have received from 1win to the email you have registered your first account?

This is confirmation email, when you are requesting withdrawal. It is sending on your mail.

Yes, I’m registered my initial account ram*************gi@gmail.com and not used any other email.

*email information anonymized by Casino Guru admin

This is 1win vip manager contacting on my email. If my email doesn’t registered on the website, how they know about my account and offering the bonuses? 😂😂😂

They are LIARS!

This is transactions of the bank.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear ramazashviligiorgi,

After carefully examining the evidence provided by both you and the casino team, it appears that there is indeed no account associated with the email ram*************gi@gmail.com. While the screenshots you submitted do display your name, none of them actually show the email address in question. Furthermore, casino support has confirmed that there is an account registered under your name, albeit with a different email address.

I'm sorry but without any clear supporting evidence from your side, I cannot pursue your case.

Here it is!!!!!!!!!!!!!!!!! In fact, they changed, or completely removed or replaced my account!!! I believe! This is big unfair! 🤬 Where’s truth?

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.

Here is the withdrawal confirmation codes received on my email, which is linked on my account!!!

I am pretty sure that I am neither the first, not the last. I have provided enough evidences, that you are frauds and liars. I will also complaint with your licensing authority. I will not leave this case like that!

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.

Dear ramazashviligiorgi,

I was expecting to receive further information from the casino team, but, unfortunately, I have not yet heard back. I have followed up with the casino representative once again and I hope to receive an update soon. However, without their cooperation, we may regrettably have no choice but to close the complaint as unresolved. I understand this might not immediately help with your situation, but this outcome could potentially significantly impact the casino's rating in a negative way, which might prompt a change in their approach.

Dear 1win Casino,

I am still looking for clarification regarding the "disappearance" of the player account associated with the email address email ram*************gi@gmail.com. Additionally, I would appreciate any further information that connects this player to the other account previously mentioned. I eagerly await your reply to my email.

Good afternoon

We will send the information as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Dear 1win Casino,

I am still awaiting clarification on the matter from your end. Could you kindly provide an update at your earliest convenience?

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.

Good afternoon

During the internal investigation it was discovered that the account had been hacked.

Our company managers did not participate in the communication regarding the change of email, and also did not allow the user to have a duplicate account.

Identification of the account by the email specified by the client is not possible, since another email is linked to the game account - , the mail was changed in the personal account by a person who has a login and password. We are not responsible for the user's personal data. We strongly recommend that you do not disclose personal data to third parties.

Best regards, 1win team.

Dear ramazashviligiorgi,

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.

So, It means every player’s account is not secured? And if you are sure, it’s hacked, why don’t provide an investigation? Or, why didn't you contact the police? This is a crime!!! You are sitting in the warm office, drinking a coffee and thinking you don’t care? Pick your ass up and go to police for investigate the case. However I didn’t give my data to third parties or person.

Provide evidence that my account has been hacked!!! I don’t believe you!

And if my first account was hacked, why the system allowed me to created a new account - used same login and password? In this case it should writen "account or email already exists "

Because, you remove my account after win.

Dear ramazashviligiorgi,

Although I can agree with you that the casino team could have handled the situation better, I must acknowledge their limited options. As was mentioned:

"the mail was changed in the personal account by a person who has a login and password." Please understand that if someone uses your login and password it is understood that any actions on your account were initiated by you. It is the player's responsibility to keep their personal data safe and secure. Since the change of the email address was done after someone accessed your account with your, valid login and password, the system naturally assumed that this action was done by you as no one else should have access to your account.

The creation of your other account was done because your email was not anymore linked to the previous account so the system did not detect an old account anymore.

I wish I had better news for you, but I'm afraid there is nothing that can be done from our side here.

It is the player's responsibility to keep their personal data safe and secure and to create a strong and secure password. Ideally, active a 2FA when possible.

Please let me know if I can assist you with anything else.

I’m assuring you, password was very strong and break is impossible. About my data knows only me, casino and vip manager of the casino, who talked to me and offered a bonuses. I did not give my data to anyone, however I won approximately 900 GEL (gate of Olympus). And after session was pushed out.

Dear ramazashviligiorgi,

I sincerely wish to assist you, but we have reached a stage where our capacity to provide further assistance is basically zero. As you said, "I’m assuring you, password was very strong and break is impossible." So how come, when you mentioned, it was not you; someone was able to use your login and password to access your account and change the email address?

As it was mentioned: Since the change of the email address was done after someone accessed your account with your, valid login and password, the system naturally assumed that this action was done by you as no one else should have access to your account.

It is essential for players to take responsibility for the security of their personal information. Whenever feasible, enabling two-factor authentication is highly recommended. I regret to inform you that I do not have more favorable news to share, as there is unfortunately nothing we can do on our end. You are of course free to escalate your case with the casino's licensing authority if you wish, but I'm afraid we cannot help you with this case anymore. Please let me know if I can assist you with anything else or if I can proceed to close this complaint.

Meh..🫤 I’m so disappointed. Just they’re unfair. You can close this f*** complain. That’s it. But remember 1win, the karma is a bitch!

Thanx guys for your assistance. Guru ❤️

I’m done!

Dear ramazashviligiorgi,

Thank you for your understanding and confirmation. I understand that the outcome of your complaint may not be what you were hoping for. I genuinely wanted to help, but, as previously stated, there are significant limitations to what we can do in this situation. It's important for players to safeguard their personal data and create a secure password, ideally with two-factor authentication enabled whenever possible.

Should you choose to escalate your concerns to the casino's licensing authority, you are certainly entitled to do so. However, I must proceed to close this complaint at this stage.

I regret that we could not provide the assistance you were seeking in this instance. Please feel free to reach out to us in the future if you encounter any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru