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.

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?

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?

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.

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

The email address on the account has not changed. Many withdrawals have been made from the account (when withdrawing, the code is sent to the email address linked to the account).

The account has a different phone number linked to it (not 995 599147240).

Best regards, 1win team.

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.