1win Casino - Player's successful account was blocked for alleged fraud.

Hello,

My account at 1win ID 29207621has been blocked for a few months already supposedly for multiple software account fraud issues but obviously there is nothing like that I was just a good player who won more bets than he has lost then I was blocked, I try to communicate with them but they do not answer emails.

Obviously I have a balance that I cannot recover for the moment.

Thank you for your help

Dear RituSaraf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Dear Petronela,

I don't know whether my family or neighbor has opened the account or not, neither I have any other ID except this ID nor my email is with anyone else.

my winnings and my deposit were without any bonus.

My account has not been verified.

Thank You!

As we have received a complaint very similar to yours from another player regarding the same matter, could you please confirm whether you are acquainted with the other player?

Hey Petronela

I don't know all this, you solve my problem, I have so much hope from you.

Could you please advise when you succeeded in accessing your account for the last time? Which games you’ve been playing (live casino games, slots, or sports betting)? 

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

Hello Dear Petronela,

i access my account last time in april.

i played lucky jet game.

I also request for verification and then my account is blocked.

Have A Nice Day!

Thank you very much, RituSaraf, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi RituSaraf,

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.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Добрый день!

Аккаунт игрока не был заблокирован, а ожидает прохождения верификации. Мы отправили игроку на электронную почту письмо с запросом документов и ожидаем ответ.

С уважением, команда 1win.

Dear RituSaraf,

Can you please provide the casino with the requested information? Kindly let me know once you do so.

Thank you.

Kind regards,

Tomas

hello dear Tomas,

my balance was reduced to 0.

Without any reason my wallet money is deducted.

Please Refund My Money

Dear 1win Casino,

Can you please update us on the verification status of the player? Why have you seized the player's funds?

Thank you.

Kind regards,

Tomas

Добрый день!

Уточняем вновь, что аккаунт игрока ожидает прохождения KYC. Это стандартная процедура для подтверждения личности клиента. Игрок не ответил на наше письмо на электронную почту и не предоставил документы.

С уважением, команда 1win.

Dear RituSaraf,

Kindly provide the casino with the requested information to complete the KYC process, which is necessary to withdraw any funds from your account.

Please remember that this is the second time we both, me and the casino, are asking you for action.

Kind regards,

Tomas

Dear RituSaraf,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we cannot investigate further and have no choice but to reject this complaint.

The player can reopen this complaint once the documents have been provided to the casino.

Kind regards,

Tomas