1win Casino - Player's casino account is blocked.

HI MY 1WIN ACCOUNT GOT BLOCKED WITHOUT ANY PROPER REASON I DONT KNOW WHY ID - 7132807

Dear biralrohit249,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance 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,

Tomas

I HAVE BEEN A CUSTOMER FOR 1WIN FOR PAST 2-3 YEARS AND MY ACCOUNT GOT BLOCKED YESTERDAY NIGHT

I HAVE PLAYED POKER TO ACHIEVE MY CURRENT BALANCE

I HAVE ACHIEVED MY CURRENT BALANCE WITHOUT ACTIVE BONUS

Do I understand correctly your current casino balance was achieved by playing multiplayer poker on the platform?

Could you please send me the correspondence you received from the casino regarding the closure of your account? My email is tomas@casino.guru

THE REPLY TO YOUR PERSONAL MAIL HAS BEEN SENT PLEASE CHECK IT

Thanks for your message.

I can see the casino sent you a request for verification of your account. Could you please explain if you submitted the documents the casino requested?

When exactly did you receive a request from the casino, please?

I SUBMITTED ALL THE DOCUMENTS ASKED BY THEM TO ME THEY SENT ME ANOTHER MAIL AFTER I SENT THEM ALL THE DOCUMENTS THEY SENT ME ANOTHER EMAIL PLEASE CHECK YOUR PERSONAL EMAIL I DON'T WHY THEY ARE DOING THESE THINGS

How did the casino inform you your account was blocked?

Please send me an email you received from the casino, so we have a complete picture of the situation.

Please send it to tomas@casino.guru

ACTUALLY I AM THERE PARTNER MEANS AFFILIATE MEMBER THEY SENT ME THE EMAIL THAT THEY CANNOT COOPERATE WITH ME FURTHER THEY DIDN'T INFORM ME ABOUT MY 1WIN ACCOUNT STILL

Could you please explain if the account that was closed was the account you used for affiliate purposes, under contract with the casino?

Please let me know.

YES MY ACCOUNT WAS UNDER THE CONTRACT OF CASINO AS I AM THERE AFFILIATE MEMBER BUT THE MONEY WHICH WAS THERE IN MY ACCOUNT WAS BY PLAYING POKER

THEY SENT ME ANOTHER MAIL I HAVE SENT TO YOUR PERSONAL EMAIL PLEASE CHECK IT

Could you please confirm once again that the account that was closed and is under review is your personal account and not your affiliate account? Please understand we won't be able to help if the issue is regarding an affiliate account. I'll await your reply.

THE ACCOUNT IS STILL UNDER REVIEW THEY TOLD ME THAT THEY WILL REPLY ME WITHIN 14 DAYS BUT STILL NO RESPONSE AND THE ACCOUNT WAS PERSONAL..

Thank you very much, biralrohit249, for providing the necessary information. 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.  

Dear biralrohit249,

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 the player's account is blocked?

Добрый день!

Аккаунт игрока был заблокирован по 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.

I HAVE NEITHER USED ANY SOFTWARE OR ANY AUTOMATE BETS AND FOR THE PAST 2-3 YEARS I HAVE BEEN USING THE ACCOUNT WHY DID THEY BLOCK MY ACCOUNT WHEN I WAS HAVING MORE FUNDS?

Dear 1win Casino Team,

Please forward supporting evidence of the potential player breaches to me at michal.k@casino.guru

Добрый день!

Отправили информацию на электронную почту michal.k@casino.guru

Посмотрите, пожалуйста

С уважением, команда 1win.

Dear 1win Casino Team,

Thank you for your email. I have replied back.

I am awaiting further information to get a better understanding of the whole situation.

Добрый день!

Отправили ответное письмо с дополнительной информацией.

С уважением, команда 1win.

Dear 1win Casino Team,

Thank you for your email. I have replied back.

Добрый день!

Отправили дополнительную информацию на электронную почту michal.k@casino.guru.

С уважением, команда 1win.

Dear 1win Casino Team,

Thank you for the provided information and evidence.

Dear biralrohit249,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, detailed evidence of multiple accounts linked to your account with IPs and cookies. Under these circumstances, I will not be able to help you further, and this complaint will now be rejected. 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. by the casino team earlier.

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