1win Casino - Player's winnings confiscated, account closed.

I played game on the Win platform and didn't play for long before playing a game. Then I played a live entertainment arena and won some money before withdrawing money. However, the withdrawal request never passed. The customer service asked me to upload relevant documents for identity verification. After I sent it to him, I replied that I violated their company's rules and regulations, claiming that I had engaged in fraudulent behavior, including multiple accounts, using software to automatically bet Conduct games and other activities under arbitration, and close my account without any evidence. And deduct all my principal and profits

Dear u3w135,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,I haven't registered this account for long. I just started playing it, and after registering for about a week, I played a football game and then played a live entertainment field called Baccarat. I also verified the account according to customer service requirements, and my account was also self charged, which is a valid bonus

Good afternoon, sir. I hope you can check it carefully. One of the numbers I normally use said I was cheating, and I closed my account without any evidence. If you need my cooperation, I will cooperate with you. But I hope you can check it carefully. Thank you very much

Thank you very much, u3w135, 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.  

Thank you very much for replying to me. I have already sent an email to your colleague and hope to reply in a timely manner. But before that, if I haven't received your reply or payment, then I will post it on this

Hello, I tried to contact your colleague Tomas, but he didn't respond to me.

Hello u3w135,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Dear 1win Casino,

Can you provide evidence if I violate any of the terms? I am a normally used account, and I hope you can check it carefully and reply to me as soon as possible.

Dear Tomas,

So far, I have not received any messages from 1Win, and they have not come up with a solution to this problem.

Good afternoon.

We sent the information to the mail tomas.k@casino.guru.

Sincerely, 1win team.

Dear 1win casino,

If you have relevant evidence, can you please make it public?

Dear u3w135,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and the same payment method used.

The casino acted correctly and within its terms and conditions.

Sorry that we couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas