The player from Italy had used temporary bank cards for transactions at the 1 Win casino. After she won €1100 and tried to withdraw, the casino had requested additional information about the disposable cards she had used for transactions. Even though she provided the requested information, the casino had blocked her account for alleged fraud. The player had contacted the Complaints Team for assistance, and the casino eventually unblocked her account and confirmed that the withdrawal was available. However, her withdrawals had remained pending, and the casino did not respond to further inquiries about the delay. The player had started receiving her withdrawals in increments due to a maximum withdrawal limit of €450 at a time. We had extended the complaint's deadline multiple times for updates, but the player had stopped responding. Following this, the player confirmed that she had received her payments, and we marked the complaint as 'resolved'.
1win Casino - Player’s use of temporary bank cards led to account block.
Amount: €1,100
1win Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Hi there, I've been playing on the 1 Win website for a while now. Recently, I decided to create temporary bank cards to avoid online scams. My bank allows me to instantly create disposable or limited duration virtual cards linked to my bank account. A few days ago, I won some games on the online casino, after having lost quite a bit of money. I decided to withdraw my winnings, and it stayed in pending for three days. I wrote an email to the security department of 1 Win and was asked for identification documents today. I sent all the requested documents, which typically include a utility bill, identification card, selfie with the identification card, and photo of my bank card. To my surprise, they also asked me for photos of all the disposable cards I've used. I responded to the emails attaching screenshots of some of the disposable cards I had created earlier, obviously, I didn't have all the photos, so I also included a screenshot that clearly shows from my bank account that it is possible to create these cards. Subsequently, my account was blocked for fraud as they claimed I violated article 9.7 of the policy. Of course, I didn't commit any fraud, the virtual cards are in my name and I didn't even use any bonus or software. What should I do now? Will I receive my withdrawals totaling 1100?
Hello Anto91,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account was ever verified earlier? Can't your bank send you a statement of all of your used disposable cards? Could you please forward an example of a disposable card used in the casino? Is that bank account owned by only you?
Looking forward to your answer.
Regards,
Nick
so as far as I remember this is the first time they have requested a verification, for the account statement of my virtual cards I was not asked and therefore I did not request it from my bank. In any case these are some examples of my virtual cards and then having never used any bonus, I don't understand why my account is blocked without any demonstration of the pseudo fraud that I would have committed... in my gaming account there are many, but I mean many deposits, why my profile is blocked without any demonstration when I have of withdrawals equal to €1100? I would like to understand will I still receive these withdrawals and will they keep the block? Because now no one even replies to my email and I also said that I will proceed legally because I find it an injustice, it's my hard-earned and worked money
However, yes, the bank account is in my name only
I listened to your suggestion, I asked my bank to help me recover the creation of these virtual cards by recovering the entire card code...of the 40 cards requested by 1win I managed to recover 35 cards, I attach an image
to give you an idea...I forwarded the email to 1win even though I haven't responded for daysHello Anto91,
When exactly did you forward it to the casino? Please keep in mind that verification may take up to 14 days so definitely give them enough time to process the forwarded documents.
Let us know in case of any update.
the virtual cards as shown in the attachment previously, I forwarded them yesterday, in the email sent last week I had added some images proving that they were virtual cards created by me
Hello Anto91,
As stated above, the verification may take longer. Please let us know by next week if there's been any update. If still not, we will try to intervene.
Still no response from the casino...I'll wait two more days until we reach the 14 deadline and I'll let you know
I confirm that I have not received any feedback from the casino
Thank you Anto91 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Anto91,
This is Dominika and from now on, I will be taking care of your complaint. I would like to invite 1win Casino's representatives to join this discussion in order to resolve the issue.
Kind regards,
Dominika
Casino.Guru
Good afternoon
We reviewed the data sent to us by email and accepted it for work.
Verification has been successfully completed and the output is available.
Best regards, 1win team.
Thank you for the information.
Dear Anto91, could you confirm once you have received the payment, please?
they unlocked my profile but as you can see my withdrawals are still pending.. I'll wait a few more days
It's been 5 days and I still haven't received any withdrawal, within how many days should I receive my money?
less than 24 hours after unblocking my profile they issued the fees from the gaming account that were previously suspended... 5 days have passed and I still haven't seen a single euro in my account
after unlocking by 1 win I continued to play but it won't let me withdraw my funds! Absurd .. I even deposited more than 100%
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.
Hi Dominika, I would like to inform you that I am starting to receive my withdrawals even if I have not yet received them all, given that the maximum withdrawal is €450 at a time, I will wait to receive all my withdrawals and confirm with you..
Dear Anto91, thank you for the information, please continue to keep us updated on any developments.
Dear Anto91,
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.
Thank you very much.. only with you I could solve my problem
Dear Anto91,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
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