The player from Brazil alleged that the casino was a scam, claiming that she had won 433 reais but was not being paid. She described the service as poor and disorganized, resulting in login errors and issues with account creation. The Complaints Team concluded that two separate accounts had been created using different email addresses, which violated the casino's terms and conditions. Therefore, the casino was within its rights to block all associated accounts and confiscate the winnings. The complaint was closed as the team was unable to intervene further.
1win Casino - Player’s winnings are confiscated by the casino.
Closed
Our verdict
Unjustified complaint
Amount: 433 R$
1win Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
SCAM. THIS CASINO IS A SCAM. I WON 433 REAIS AND THEY DON'T SOLVE MY PROBLEM AND THEY DON'T PAY. POOR SERVICE, SLOW. AN INCOMPETENT AND HIGHLY DISORGANIZED COMPANY. IT LEADS TO A LOGIN ERROR TO CREATE A NEW ACCOUNT AND THUS NOT PAY DUE TO DUPLICITY.
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11 months ago
Dear Ferdavis7,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with 1win Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Do I understand it correctly that you have 2 accounts in the casino? I will be waiting for your reply patiently.
Best regards,
Nick
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11 months ago
TranslationI'll explain for the 27th time. I opened an account at 1 win at the beginning of 2024 using an email address . This email is personal and from then on I used the email for all casino registrations. I deposited and had a bonus of 200 in that account . MONTHS HAVE PASSED WHICH I CANNOT NEED, I accessed the 1 win website and thought I was logging in BUT IT WAS REGISTRATION and I didn't realize it. I entered , the password and found it strange to ask for a phone number together with an email to log in. A NEW ACCOUNT WAS CREATED without me realizing it. And to top it off, I typed in the wrong cpf number, it was 178, I typed in 179. 25 days ago, I was on telegram and saw an ad for a 1 Win offer, THEN I REMEMBERED THE CASINO BUT AT THAT TIME I DIDN'T REMEMBER THE LOGIN AND YES THE LOGIN . I logged in, THEN I THINK: my bonus is gone, I had a 200 bonus... it came to mind that it had expired. So I deposited 25 REAIS, if I'm not mistaken, played and WON 433 REAIS. Since then I have tried several times to solve the problem of verifying this account , then after several attempts, I received an email from securyt saying that my account has been completely deleted. THEN I received a call from DANIELA saying that my problem would be solved and that I would be able to solve the problem and withdraw. She asked me to send an email to support asking for my CPF to be corrected. I sent several emails with prints proving what I said, asking for the CPF to be corrected so that I could check the account and withdraw the 433 reais. I RECEIVED AN IRONIC EMAIL saying that unfortunately, although my account had been deleted, they couldn't change my CPF and verify this account because the CPF had already been verified. As a result, I DEPOSITED, I WON 433 REAIS AND I CAN'T CASH IT OUT BECAUSE 1 WIN DIDN'T SOLVE MY PROBLEM. THIS REGISTRATION THAT APPEARS ON THE 1 WIN SCREEN IS VERY SIMILAR TO THE LOGIN. therefore i can say that this is done on purpose to generate two accounts and thus not pay. I have already sent a warning to my list of 2,654 bettors not to deposit ba 1 Win. And I will continue to spread the word that the casino is a FRAUD. UNLESS MY PROBLEM IS SOLVED.
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11 months ago
Dear Ferdavis7,
Could you please confirm which email address you used when registering the second account?
You previously stated that you only use one email address for registration, yet it appears that a different one was entered. We’d appreciate your clarification on this matter.
Looking forward to your response.
Kind regards,
Nick
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10 months ago
Translationthe second account was created with the email , as I explained above,
as I adopted the email to use in bookmakers, when I accessed 1win months after opening the first account with ,
I thought I was LOGGING IN and without realizing it I registered again using .
another 3 months passed after that REGISTRATION thinking it was a login,
I logged in more than 30 days ago using , deposited, played and won 433 reais.
my account has been deleted
and the account where i deposited and won, i can't verify to withdraw
and I have spoken to 1win by email more than 27 times and my problem has NOT BEEN SOLVED
THIS IS UNFAIR AND THAT IS WHY I SAY THAT 1WIN IS A FRAUD.
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10 months ago
Dear Ferdavis7,
Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review. Please forward only the most important ones.
Looking forward to hearing from you.
Regards,
Nick
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10 months ago
TranslationHello,
I'm sending it now!
Thank you very much for your attention.
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10 months ago
Dear Ferdavis7,
Thank you for the information you provided.
Based on the emails submitted, it appears that two separate accounts were created using different email addresses. Please note that registering multiple accounts is strictly prohibited under the casino’s terms and conditions.
As such, the casino is within its rights to block all associated accounts and confiscate any related winnings.
If there is anything else we can assist you with, please don’t hesitate to let us know.
Best regards,
Nick
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10 months ago
Translation1Win, a fraudulent casino. They reserve the right for the customer not to be able to open two accounts, but THEY FREELY RECEIVE THE DEPOSIT IN THE SECOND ACCOUNT. By unintentionally creating a second account, without bad faith and out of pure forgetfulness, 1win. should at the very least alert the customer as many reputable casinos do, i.e. as my first account was deleted and the second account cannot be verified to withdraw the 433 reais I won, for 1win it is much more profitable to lose me as a customer than to use common sense and good nature to resolve the issue. Pure fraud. You've lost me as a customer as well as many recommendations. I'm continuing with my smear campaign against 1win. If they reserve that right, I also reserve the right to tell the world that my experience was too negative and I was ripped off. Thanks to the Casino Guru Team for their efforts.
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10 months ago
Dear Ferdavis7,
Thank you for your message.
Please note that there is currently no system in place that can prevent a player from creating a new account. It is the responsibility of each player to review and adhere to the casino’s terms and conditions, which are agreed to upon registration.
Additionally, the login and registration processes are clearly distinct in both design and function, making it unlikely for one to be confused with the other.
As multiple accounts have been created, the casino is within its rights to take appropriate action, including account closure and the confiscation of associated winnings. Unfortunately, under these circumstances, we are unable to intervene.
We kindly advise you to always verify whether you already have an existing account before registering with a casino in the future.
Given the above, we will now proceed to close the complaint.
Best regards,
Nick
