1win Casino - Player's account was closed after identity verification.

Hello everyone,

I had a account on 1win with the amount holding in the app about 151272 Indian rupees, as later on the withdrawals were stopped from the casino and asked me to give them identity documents for verification which was therefore provided to them, after 2 or 3 days i am receiving a mail from them that my account has been blocked due to the violation of p.10.3 something. Thereafter i didnt use any multiple accounts or anything that violates their rules and the money has been stuck into the account which was really important for me to be honest it was the savings that i had. I hope writing this over here might help me.

My game id is mentioned in the private information - 7131***9

Thank you

Dear Shivansh0524,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did the casino provide any kind of evidence of multiple accounts? Does anybody else from your household owns an account in the casino?

Looking forward to your answer.

Regards,

Nick

Hello nick, thank you for replying,

Before the time i was able to receive my withdrawal amounts of rupees varying 70k to 80k but after that i deposit large amount and won in live casino all the amount in my account was my deposited + winning amount. Therefore the rupees were really important for my which 1 win has blocked, even before blocking the account i had my funds in the withdrawal processing but it was not completed and all the withdrawals before that were cancelled. I have 151272 indian rupees in that account whose game id is - 71314099

1- the verification process has been going from 18th may and later on 20th may i received a mail from them regarding the blocked account. In terms of multiple account which is totally faulse, i make sure that i have only one account of myself.

2- casino did not provide any kind of evidence they just replied with :-

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account yesbuddy010@gmail.com and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account yesbuddy010@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Best regards.

Which is totally a fraud.

3- no one uses 1win in my family rather than me.

I really want my funds back these were the only savings that i had, and 1win is trying to steal it, please help me with this.

Thank you

Thank you Shivansh0524 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Shivansh0524 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why as the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello peter thank you for joining.

I hope my issue will be resolved, and my funds will be refunded ,

Thank you

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.

Thank you for the update 1win Casino representative, can you share evidence of the fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

But I didnt used any other account?? Not even i did anything wrong all the things mentioned in your 9.7 clause,,...

Also i had funds of 151272 indian rupees in that account, kindly refund that amount, I dont care about my account or the application but 1 win is trying to steal the money, even all the money was deposited and winning money, not a single bonus fund was in that,,,

Please help me through this

Email has been sent to you sir peter, please go through that and help me out😞

Hello sir,

Receiving alot of fraud mails regarding refunds, please ask 1 win to solve it faster also 1win se not replying please help

Hello peter,

I have also forwarded you the mails through 1win from my email that was registered to 1win account.

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.

Thank you peter for carrying it forward,

And i request 1win casino to refund my money.

Thanks

Добрый день!

Мы предоставим ответ в ближайшее время. Спасибо за понимание.

С уважением, команда 1win.

Thank you for replying 1win casino,

I really really request you to atleast refund my funds which was 151272 inr, and special thanks to casino guru for taking this case forward with their full effort and support.

Добрый день.

Отправили доказательства на почту, проверьте, пожалуйста.

С уважением, команда 1win.

What about my funds sir?

What about the money i deposited, u guys can block my account but atleast u should refund my money.

Thank you for the update 1win Casino representative, unfortunately, I have not received any evidence in the mail. Could you dispatch the requested information once again to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello everyone,

My name is Kubo, and I will be taking over the resolution process for this complaint. Let me dive into the issue to understand it clearly and smoothly continue the investigation that my colleague Peter started.

Dear 1win Casino,

Please kindly send the evidence also to my email address at jakub.m@casino.guru.

Thank you in advance!

Best Regards,

Kubo

Добрый день.

Отправили доказательства на почту, проверьте, пожалуйста.

С уважением, команда 1win.

Hello kubo and 1win casino,

I don't really know how the things are working in 1win casino and soo on, i request you guys to please refund the deposit amnt atleast which was 77500 inr.

It was really really important for me you guys cant even imagine how important those funds were.

Please casino and casino guru help me out.

Thanks

Hello kubo and 1win casino,

I was thoroughly reading the rules book and agreement of 1win casino and i found that under clause or point no 17.1.3 it is stated that,

The Clients account is related to an account that is blocked at a moment,in such case, we shall have the right to close the account irrespective of how it is related and to completely block the accounting data on that accounts. Except for cases mentioned in the agreement the balance on the client account shall be repaid to them within a particular period , right after the filing of a request and collection of the amount owed by the client to us.

So now casino guru have to understand that they are violating their own t&c which they have already mentioned in their agreement,

I have the whole copy of this data and all the proof i need again 1win casino,

In such a case if they are not refunding me my balance amount i will proceed with a legal procedure with the help of court or police FIR.

Also i know how their affiliate program works,

Now it's upto u team 1win casino.

Thanks casino guru for helping this much, also give a rply on this text

Dear Shivansh0524,

Thank you for your messages. I understand how important your money is to you and I recognize the urgency of your situation. Dealing with such matters can be very stressful, and having the right support and guidance is essential during these challenging times. I want to assure you that your voice matters, and I support you in your pursuit of a fair outcome. It's essential that businesses, including online casinos, adhere to their stated policies and treat their clients with respect and fairness.

I wanted to inform you that I have contacted the casino regarding your issue. They have provided some evidence, but it is not yet conclusive. I am currently waiting for further clarification and additional information from them to ensure a thorough review.

Dear 1win Casino,

I have reviewed the evidence you provided regarding the player's issue, but it is unclear and insufficient for making a conclusive decision. I kindly request that you resend the evidence, ensuring it is detailed and comprehensive enough to substantiate your claims of fraudulent actions committed by the player. Without sufficient evidence, we cannot resolve this complaint, and it will remain unresolved due to the lack of evidence from the casino.

Your prompt cooperation in providing the necessary information would be greatly appreciated.

Добрый день.

Отправили информацию на почту, проверьте, пожалуйста.

С уважением, команда 1win.

Dear 1win Casino,

Thank you for providing sufficient evidence for this case.

Dear Shivansh0524,

The casino has undeniably proven that you have opened multiple accounts on their platform, which is a serious violation of their General Terms and Conditions.

As a result, I am rejecting this complaint as unjustified. For future reference, I strongly advise you to adhere strictly to the casino's Terms and Conditions and avoid any actions that could be perceived as fraudulent attempts to gain an unfair advantage.

However, please do not hesitate to contact our Complaint Resolution Center if you encounter any issues with this or any other casino in the future.

Best Regards,

Kubo