1win Casino - Player's account was unexpectedly closed by the casino.

Hello and best regards, I have a complaint regarding this casino, and I'm not the only user who suffered this issue with this casino, especially when it comes to withdrawals. Let me explain the situation.

I created my account at the 1win casino back in March. Due to my personal commitments, I stopped playing but resumed in November. I made a deposit of $200 USDT, which was processed excellently and arrived within minutes. The trouble began when I made some good money, amounting to $350, and decided to withdraw $150. I initiated the withdrawal process and waited for the maximum 72 hours for it to be completed, but received nothing. I decided to contact their support. They told me to send an email to security@1win.xyz, which I did. They asked for my ID, proof of residence, and a photo with my ID in hand. I complied with these steps correctly. However, on 11/23/2023, while I was playing VIP roulette, I was logged out of my account with a message saying my account was blocked for some curious reason. I don't use multiple accounts; my wife plays on her account and I play on mine. Nor do I use programs to gain an unfair advantage. I request help with this issue, please.

May God bless you all, C.T

Dear CarlosTeys906,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not received any confirmation regarding successful verification before the casino blocked your account?

Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.? Have you accumulated your winnings with or without an active bonus?

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

I only dedicated myself to playing Lightning Roulettes, Crazy time, Roulett x500 are the ones I played while my account was active.

I have not used any bonuses to play or deposit bonuses everything was won with my real money

Thank you very much for your reply, CarlosTeys906. Did the casino specify the reason why they blocked your account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I contacted support and their response was to send the ID with a photo, complete everything correctly, they told me in 15 days we will give you a response and their response was the following.

At the same time, we inform you that in accordance with clause 9.7. From the Rules of Use of the Site, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multiple accounts, use of software to automate bets, playing in arbitrage situations, if the gaming account is not used for placing bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the gaming account of the betting participant .

And I disagree with all this because it is all completely a lie who would use multi-account to play roulette.

There is no type of software that I know to play roulette, nor do I understand automation and arbitration. The only thing I need is help to recover my account and my money that I had. It is unfair that they blocked the account and without being able to withdraw my money and lose my account. in this unfair way

Thank you very much, CarlosTeys906, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi CarlosTeys906,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

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.

Thank you very much for your response Mr 1win

But the majority of complaints and account blocking are due to regulation 9.7 and the majority have not breached it, the same thing happens with me.

1: I do not use multi-account, it would not make sense to play roulette with different accounts, obviously the losses would be more than the profits and obviously I would not do that because I know the regulations and rules of each casino.

2: Fraudulent actions: what type of actions, specify them because you can accuse me of something fraudulent when I only play roulette, so it is inexplicable how I could manipulate a game that is live and is managed by the same betting house

3: Play in arbitration situations (COULD YOU EXPLAIN WITH CLEAR EXAMPLES AS WELL AS THE MAJORITY OF USERS WHO HAVE HAVE BLOCKED THEIR ACCOUNT AVOIDING THEIR MONEY WITHDRAWAL CAN PLEASE RESOLVE THEIR QUESTIONS)

4: In search of loyalty programs: I reiterate the same thing about #2, there is no point in a program for a live game, it is impossible to try to manipulate a live game.

Please 1win casino, do something to solve my recovery of " DEPOSITED " money, you cannot keep something that was not LOST , my money was in the withdrawal process, that's when they blocked my account so that this could not be fulfilled.

Dear 1win Casino,

If that is the case, can you please forward any relevant evidence confirming your decision to my email address? (tomas.k@casino.guru)

Kindly let me know once you do so. Thank you.

Good afternoon

Sent evidence by email.

Best regards, 1win team.

Good afternoon Mr 1Win, thank you very much for your understanding and collaboration. Have a great afternoon. God bless you.

Dear CarlosTeys906,

I have reviewed the evidence provided by the casino, and I can confirm there are strong indicators of you having created multiple accounts. Can you please state if your crypto payment method has been used in any other casino account except yours?

Dear Tomás and 1win team,

I appreciate your dedication in addressing my case. I want to clarify that, in my participation in 1win Casino, I have not used multi-accounts. It is true that several of my family and friends also enjoy playing on 1win. I was not aware that sharing the same payment method violated casino rules, and I am sorry for any confusion this may have caused.

My intention has always been to play fairly and comply with the rules established by the casino. Now that I understand the importance of these rules, I am willing to assist in any additional verification processes necessary to demonstrate the uniqueness of my account.

My desire is to resolve this situation fairly and transparently, and recover the funds I had in my account. I appreciate your understanding and any help you can give me in this process.

Dear 1win Casino,

I kindly ask you to reply to my email. I have asked you some additional questions that remain unanswered. Thank you.

Good afternoon

A letter was sent by email. Look here please.

Best regards, 1win team.

Dear CarlosTeys906,

I received evidence which supports the casino's decision. Unfortunately, after gathering all the required information, we are rejecting this complaint as unjustified due to the breach of the casino's terms and conditions. Specifically, the breach involves creating multiple accounts that were not used for betting entertainment but for fraudulent activities.

The casino acted correctly and within its terms and conditions.

Sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, 1win Casino, for providing information and your cooperation.

Best regards,

Tomas

Casino.Guru