The player from Portugal experienced a sudden reset of their balance on the 6th of June and later made a deposit of €6.50, which also disappeared from their account. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
1win Casino - Player’s funds have disappeared from the account.
Amount: €12
1win Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Goodnight.
I am a 1win customer with the ID 25338691. To my astonishment, on the 6th of June at 9:00 am (Portugal time) I had €5.39 in mine and suddenly for no apparent reason it was reset. Later, around 13:00 hours, I made a deposit of €6.50, and about 1 hour later the account was again at zero and I didn't bet anything.
So I would like to request the credit of the missing amount from my account (total of around €12) since I did nothing to lose the amount, and I am starting to get suspicious of your seriousness as a bookmaker, even for one more amount so low.
I would therefore appreciate the resolution of the embarrassment in order to continue using your bookmaker, otherwise I will definitely stop being your customer.
Best regards.
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10 months ago
Dear Ricardo43,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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10 months ago
Translation
Good afternoon.
Thanks for your reply. I will attach files that indicate my betting history on the aviator game as well as my deposit history:
Since there is no balance in the account that was withdrawn from me, the house does not allow you to consult the betting history in the Aviator game.
I contacted support by email and the email history is as follows:
Account balance problems (account was €0.00).
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Ricardo E*****
Tuesday, 6/6, 21:40 (6 days ago)
for security
Good afternoon.
I am a 1win customer with the ID 25338691. To my astonishment today at 9:00 am (Portugal time) I had €5.39 in mine and suddenly for no apparent reason it was reset. Afterwards, around 1 pm I made a deposit of €6.50, and about 1 hour later the account was back to zero and I didn't bet anything.
So I would like to request the credit of the missing amount from my account (total of around 12 €) since I did nothing to lose the amount, and I am starting to get suspicious of your seriousness as a bookmaker, even for one more amount so low.
I would therefore appreciate the resolution of the embarrassment in order to continue using your bookmaker, otherwise I will definitely stop being your customer.
Best regards.
security security
Tuesday, 6/6, 23:09 (6 days ago)
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Hello!
For this question, please contact: support@1win.xyz
Best Regards.
Ricardo E*****
Tuesday, 6/6, 23:39 (6 days ago)
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support support
Tuesday, 6/6, 23:39 (6 days ago)
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Здравствуйте!
Ваше обращение принято в обработку, мы обязательно свяжемся с Вами в ближайшее время!
Благодарим за обращение в нашу службу поддержки Клиентов.
С Уважением, commander 1Win.
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Hello!
Your appeal has been accepted for processing, we will definitely contact you as soon as possible!
Thank you for contacting our customer support team.
Best Regards.
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Hello!
Your request has been processed, we will contact you as soon as possible!
Thank you for contacting our Customer Service.
Sincerely, 1win team.
Ricardo Escada
Thursday, 06/8, 11:19 (4 days ago)
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Thursday, 06/8, 11:19 (4 days ago)
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support support
Thursday, 06/8, 12:18 (4 days ago)
for me
Good afternoon!
Specialists of our company checked the situation described by you.
Your balance is fully correct and matches all of your gaming activities.
You can familiarize yourself with the latest poker games in the "Poker" section of the game history on our website.
Sincerely, 1win team.
In addition, I did not mention it earlier, but I think that due to my naivety, I made another deposit of 5.5 €, and the balance in the account was once again withdrawn within about 12 hours of this deposit.
Best regards.
Edited by a Casino Guru admin
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10 months ago
Thank you, Ricardo43, for your reply. Do I understand correctly that there's no game history available at all or is it empty?
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10 months ago
Translation
Good morning.
I also confirm that no one else has accessed my account except myself. As my balance was zero, the 1win platform does not allow opening the aviator game betting history. If I had a balance, it would already let me have access. However, I made minimum bets of 0.10 €. The balance was withdrawn from me 3 times without any reason.
What is the next step to take in this complaint?
Best regards.
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10 months ago
Thank you for sharing all the required details, Ricardo43. Your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.
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10 months ago
Dear Ricardo43,
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,
Would you kindly elaborate on the circumstances behind the disappearance of the player deposits? How can the player access their game history without having to make a deposit?
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10 months ago
Translation
Good afternoon
We made a check and during its course revealed the fact of performing gaming actions for the specified period in the "casino" and "poker" sections. The balance is fully consistent with all game actions.
Indeed, some providers prohibit access to the history of games if there is no balance.
Dear Ricardo43, this section is currently available for you, please check.
Sincerely, 1win team.
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9 months ago
Translation
Goodnight.
I never played poker or other games without being the aviator. bac bo or mines. I never played poker in my life. I would like to know why out of the blue they put my balance at 0 and that happened 3 times. So I want the missing money to be transferred to my perfect money account.
Aviator history is not available and I most of the time only placed bets of €0.10 which is the minimum bet.
Another thing I noticed is that you blocked access to Portuguese members, so I could only access it through VPN.
Best regards.
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9 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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9 months ago
Translation
Good afternoon
As we mentioned above, the player's account has gaming activities for a specified period, both in the casino and in poker. If necessary, we can send evidence to a representative of Casino Guru.
Sincerely, 1win team.
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9 months ago
Dear 1win team,
please forward the evidence of the abovementioned to me at michal.k@casino.guru
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9 months ago
Translation
Good afternoon
We sent the information to the mail michal.k@casino.guru
Look here please.
Sincerely, 1win team.
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9 months ago
Thank you for your email and evidence, 1win team.
Dear Ricardo43,
We have received evidence from 1win team that you have indeed played and lost your whole balance in Aviator as well as Poker. As your funds were lost fairly there is nothing more that can be done here and I'm afraid we will be forced to reject your complaint. The casino should be able to forward you your gameplay history if you request it.
Is there anything else I can help you with?
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9 months ago
Dear Ricardo43,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
Dear Ricardo43,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
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