The player from Argentina had deposited 13000 and attempted to withdraw 20900, at which point his casino account was locked. He claimed to have never violated any policies and only used one account and one card. The player had undergone full KYC verification and had previously made a successful withdrawal. He had played the Aviator game on the casino. However, after the Complaints Team reviewed the evidence provided by the casino, it was found that the player had breached the casino's terms and conditions by maintaining multiple accounts linked with personal information, similar email addresses, phone numbers, and IPs. Therefore, the complaint was rejected as unjustified.
1win Casino - Player's account was locked after attempted withdrawal.
Amount: $20,900 ARS
1win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Hello, my casino account has been locked. I simply deposited 13000 and tried to withdraw 20900, but they have locked it. I've never done anything illegal, nor do I use multiple accounts for my benefit. I only use one account and one card to withdraw the money.
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2 months ago
Dear robledoenzo169,
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 advise if you passed the full KYC verification?
Have you received any explanation from the casino about the reason your account was blocked?
Have you made any successful withdrawals from this casino before?
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
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2 months ago
Translation
Yes, I was verified in every aspect
Yes, I have received it, on the part of the security I supposedly broke the rules (clause 9.7) and nothing to do with it, at no time did I break the rules, I always followed the rules and played as it should be, and now on the part of support they are supposedly going to verify
Yes, I previously made a withdrawal of 28,000, which was also delayed but was successful.
Edited
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2 months ago
I have checked the 1win Casino's Terms and Conditions, and this is what I found:
9.7. If the bet participant commits cheating against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for betting, abuse of loyalty programs, etc.), the betting company reserves the right to suppress such cheating by canceling bets and closing the game account of the bet participant.
Could you please advise what types of games you played? Was it slots, live casino games, or did you participate only in sports betting?
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2 months ago
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Hello, yes I can tell you, it was in the airplane game/minigame (aviator)
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2 months ago
Thank you very much, robledoenzo169, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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2 months ago
Dear robledoenzo169,
I'm Michal and I have taken over your complaint. I have reviewed your case and 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,
Can you please provide more information on why is the player's account blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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2 months ago
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.
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2 months ago
Translation
Good afternoon
Sent evidence by email. Look here please.
Best regards, 1win team.
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2 months ago
Dear 1win Casino Team,
Thank you for the provided information and evidence.
Dear robledoenzo169,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with personal information, similar email addresses, phone numbers, and IPs. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
Casino Guru
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