1win Casino - Player's account was blocked during the withdrawal process.

Hello Adam,

I was playing at 1win and won 800 leis, having bet 200. I decided to buy a bonus for 400 leis, which turned out to be a 10,000 leis bonus. After some more play, I ended up 2,000 leis down. I decided to cash out but I couldn't. When I reached out to customer service, they told me to send a formal request by email, which I did. They responded, asking for my details: passport, a photo with the passport, and my card. I sent all that but haven't heard back from them.

After two days, I contacted support again because there was no response, not even a notification that my issue is under review.

Suddenly, I received an SMS and an email saying that my gaming account is under review for 14 days.

I said "Okay, I will wait."

But then, when I tried to log into my gaming account, it showed 'Account Blocked, please contact support'. When I did, they told me to write to the mail team. I wrote to ask why my account was blocked and got a response stating something related to 'Article 9.7', for which I couldn't understand the reason as I had done nothing wrong.

All the cards are mine, I have been using this account for 2 years, everything is registered under my name, the cards, the phone, and the email. I don't understand why it was blocked.

Dear zavrichko2015,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what bonus you took? Please send me the screenshot or the link to it. Did you play slots, live casino games, or did you participate in sports betting only?

Have you made any successful withdrawals from this casino before?

Was this the first time you tried verifying your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I don’t know exactly what it’s called, slot machines, but I’ve attached a file of my winnings from the bonus

Of course, everything was withdrawn before, at least a little while waiting for a long time, but it was withdrawn, and now it’s just being processed and that’s it 🤷‍♀️ The amounts were less, it’s true, but this amount is not huge either, let them see how much I put there, a huge amount of money there I spent and now I have won such an amount and they don’t withdraw it, they also blocked it

yes, for the first time in 2 years they asked me for a passport and to take a photo of my face, they had never asked me before

Why can't I send a file?

I emailed Adam the file with the winnings

Thank you very much, zavrichko2015, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello zavrichko2015,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1win Casino to join the conversation and participate in the resolution of this complaint.

Dear 1win Casino,

Can you please provide a more detailed explanation of why the player's account has been blocked and their winnings confiscated?

Kind regards,

Adam

Thank you very much, I'm waiting for a response from 1 win

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.

Best regards, 1win team.

Dear 1win Casino,

Can you please provide evidence of the above to my email, adam.m@casino.guru?

Kind regards,

Adam

Hello 1 win

Can you explain in more detail? What's wrong, I just don't understand what the scam is?

Is it that I bought a bonus for 400 lei and got such a win?

I won different amounts so many times, but I didn’t stop in time and lost everything, or I tried to pull it out and the amount came back all the time, and again I spent it again, look at my details of how much I tried to pull it out and all in vain, because the eternal problems, but here I didn’t spend 8,000 lei, because I really need money and I was blocked simply, for what?

Dear zavrichko2015,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask 1win to respond to this complaint and provide the evidence requested. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

It's a shame that the casino doesn't take its customers so seriously

very disappointed in the casino 🥲

I liked playing, even though there were losses, the games themselves are very interesting and you get excited ✌️ The main thing is to stop while

I stopped and it turns out they didn’t want to give me money, they immediately blocked me, it’s very disappointing

Previously there was a problem with the withdrawal, but I tried in every possible way both in web money and in crypto with friends and it worked, but here it’s elementary, I tried to withdraw to the account for two weeks and the account is just being processed, after I started writing to support and then here I am blocked, but for what?

what was my fraud?

my friends also play in the casino, is it possible that they were unable to top up their account and they topped up from my card, is it possible that this led to a block, otherwise I don’t understand why?!

Why can’t a casino block immediately when the site is suspicious, and not when you replenish the site, replenish, lose it all, then in the hope you replenish everything again and then the winnings are good and they simply block you and you cannot withdraw, why are you doing this?

you know, after this situation, I no longer want to play, because I’m sure that I won’t see this money, but what’s the point of betting there so as not to withdraw it later? Isn’t it logical?!

all my friends also saw this, and they also don’t play anymore, I just don’t understand what the problem is with my site, the number and all the cards are all in my name, I sent everything to you, and Mile, and I played honestly, I bought a bonus I just took a risk and I was lucky, what's the scam?

sometimes I bought a bonus for 400 lei and my winnings were 35 lei, that is, this has happened many times, but it’s impossible to raise it from 35, and I didn’t blame you for it, but here they don’t want to withdraw one winning, it’s been so many days passed, not only does support take a very long time to respond, you wait for 15-20 minutes for something to be explained, they don’t solve it quickly, they write the same thing under article 9.7 .. and write everything by email, the same thing from the post office and so on circle, it’s not clear ((((

If it were what they wrote above, why they blocked it, why they are silent, where is the evidence of other actions, the second week is coming and they have no answer, because they do this on purpose so as not to withdraw, it’s just a deception!

Good afternoon

they are still silent, they don’t want to solve my problem, it’s very disappointing!

I will never play at 1 wine casino again!

This means it’s all a scam, how to top up money very quickly, everything works and is accepted, but how to withdraw winnings and withdraw them is immediately blocked!

very unpleasant !

For 2 years I spent money there and there’s not even a 10 percent plus, and here’s this amount, but they are silent and don’t want to explain or do anything!!!((((

Dear zavrichko2015,

I have since reached out to the casino via Skype to try and obtain more information. I will therefore allow one more extension for the casino to reply and hopefully a resolution can be found.

Kind regards,

Adam

I created another site, tried to play again, again I have winnings, but again they don’t withdraw, I don’t understand, are they doing this on purpose? How can I find out why they don’t want to withdraw money from me?

Dear zavrichko2015,

Are you stating that you have created another account at this casino?

Kind regards,

Adam

Yes, I created a website, but what should I do? My website was blocked! ? I'm tired of waiting for an answer from them, that is, if they blocked me and don't give me my winnings, then I don't have the right to play anymore? Or how ?

I created a website again and topped up my gaming account, lost many times and now I have the winnings again and they don’t withdraw money again!) What should I do? Which site to play on? Where did I do something wrong? Can you explain it to me?! I understand that you can’t create many accounts in a casino, but if they don’t withdraw money and block, what should I do in this case, why didn’t they leave my one and only site working, took it and blocked it!!!!

Hello zavrichko2015,

Unfortunately this will make it hard for us to argue your case, especially regarding any amounts accumulated with a new account. Have you had multiple accounts before submitting this complaint? Also, please let me know if you have claimed any bonuses on any of your accounts.

Kind regards,

Adam

Yes, I bought bonuses, so what are bonuses for then? I still don’t understand? Is it a scam or what to buy bonuses? Like you can't buy them?

I had one site that was 8000 lei

and here is the second site on which I won 2700 lei

I already realized that I won’t see this money

if my site had not been blocked, I would not have created a second one

but alas, I realized that 1 wine casino is another scam!!

How to top up money, everything is accepted, but withdrawal is very difficult, and even if the amount is 8000, then it can be blocked altogether!

I realized already from the second site that I won’t see this money, it’s pointless to play!

that is, they block me, I open a new site and again they freeze me with my winnings, but how do I continue to play like that’s it or what?

I don’t want to put any more pennies there

my site is the only one where 8000 lei was blocked without even telling me the reason! They blocked me without even answering my email!!! That is, even 14 days have not passed! And then when I wrote a hundred times why I was in the block, they answered that under Article 9.7

and what kind of article, what kind of fraud, I don’t understand!!!!

I wasted so much money there, you are not ashamed, not a bit!

I will advise everyone not to play, it's a scam!

And thank you Adam for your help! I think at this rate they don’t even want to answer! If it were honest, they would answer factually, but they are silent and have nothing to say!!

terrible casino 1 win!!!

Hello zavrichko2015,

While I understand your frustration at the casino for its lackadaisical approach in responding to the complaint, as you have now confirmed that you have opened multiple accounts and claimed bonuses with each, there is nothing further we can do to assist you. This is directly against the terms and conditions, as is sharing a payment method, and would render any argument we may have had in your favor moot.

Consequently, we have no option but to reject this complaint. I am sorry we could not be of more help to you on this occasion.

Kind regards,

Adam