1win Casino - Player’s winnings have been cancelled.

Hello, at start of june, i registered on this casino sponsorized by twitch streamer. I deposit 250€ in eth. I played bets and slots which with some luck i reach 8000€ balance. At 13 june i request some withdraw for 4000€. Then contacted them to verify my account, they requested some documents, that i sent. Meanwhile i continued playing on their site, mainly casino, and i lost all remaining balance. Today after about 15 days they sent me this:

Добрый вечер!

Нашей службой безопасности была проведена всесторонняя и объективная проверка относительно Вашего игрового аккаунта ***@gmail.com и по ее результатам сообщаем следующее.

В соответствии с п.15.1. Правил использования сайта, раздела Общие положения и условия (далее - Правила) Компания не рекомендует заключать пари группой Клиентов с одного IP-адреса или из одной локальной сети, а также по предварительному согласованию. Данные виды деятельности могут быть расценены как сговор, мошенничество, действия, вводящие в заблуждение. Согласно п.15.2. у нас есть право закрывать подобные счета, признавать недействительными все операции проведенные с использованием данного счета и не возвращать все вклады и выигрыши, полученные в результате сговора с другими Клиентами.

Одновременно информируем Вас о том, что в соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

Таким образом, в соответствии с нарушением п.15.1. п.9.7. игровой аккаунт 

***@gmail.com заблокирован без возможности его восстановления.

Обращаем Ваше внимание, что при повторной регистрации Ваш игровой аккаунт будет заблокирован без предварительного уведомления.

С уважением, команда 1Win.

This is clearly false, i have one and only mine account. I'm also available send all documents they ask.

They also stolen my initial deposit. Totally dodgy site.

Dear c8819,

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 games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

Please understand that if these accusations will be related to sports betting we won't be able to help you.

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

ho aperto l'account ad inizio giugno. Ho giocato tanto casinò (slot, live game show) e fatto un pò di scommesse. Le vincite sono state quasi tutte al casinò. Quando mi hanno chiesto i documenti per la verifica dell'account li ho inviati. Non ho usufruito di bonus.

Thank you very much, c8819, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello c8819.

I am sorry to hear about your troubles.

I want to ask; you wrote: "I lost all remaining balance."

Does it mean that your account had no balance when the casino closed it?

You also wrote: "They also stolen my initial deposit."

Could you please explain how they stole your deposit?

ho versato 250€ iniziali.

Dopo le varie vincite, prelevo 4150€.

Col saldo restante, vinco ancora, e salgo a circa 3800€.

Quei 3800€ li ho persi, continuando a rigiocare.

Li ho persi qualche giorno prima che il mio account venisse chiuso.

Quindi avrei potuto prelevare quasi 8000€ totali.

Intendo che si sono tenuti anche i miei 250€ del deposito iniziale.

Al momento il mio account è bloccato con 4150€ di balance.

So, all money left on your account is pending withdrawal of €4150, am I right?

esatto

I would like to invite the casino representative into the case:

Could you please explain to us what exactly happened?

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’.

Hello!

As reported in the letter, your account has been blocked for violation of paragraph 9.7 of the Terms of Use of the site, section "General Terms and Conditions (hereinafter - the Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions.

As well as for violation of clause 15.1. of the Terms of Use of the site, section "General Terms and Conditions (hereinafter - the Rules)": The Company does not recommend to make bets by a group of Clients from one IP-address or from one local network, as well as by prior agreement. These activities can be considered as collusion, fraud, misleading actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

With respect, the team 1win.

io non ho utilizzato nessun conto multiplo (perchè dovrei se ho il mio conto?), non ho fatto nessun arbitraggio, e non ho usato alcun bonus. E' tutto verificabile

Ho avvisato anche lo streamer che vi sponsorizza di tale comportamento.

Dear casino representative,

Could you please send me the evidence regarding the case to: matej@casino.guru

invii anche il volume di gioco che ho fatto al casinò del vostro sito, visto che le vincite sono state quasi tutte alle slot.

Basta vedere quanti € ho giocato al casinò, per capire che non ho altri account.

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’.

Hello!

Matej, we have previously provided information on your contacts, we are awaiting your decision. 

Best regards, 1win team.

Dear 1win team.

We need additional information from your side regarding this case.

do il mio consenso a rendere tutto pubblico, in quanto non ho commesso nessun illecito, ho solamente giocato con il mio conto, senza alcun bonus e non ho nulla da nascondere.

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’.

Hello c8819.

Yesterday we received another part of the evidence regarding your case.

Indeed, another player had the same IP and very similar bets as you.

We are still working with the evidence.

I am sorry that it is taking so long.

So far, we have identified a player who cooperated with you regarding sports betting. (the casino showed us the evidence from which it looks like the bets were corelated) This was a reason why the casino cancelled the winnings and blocked the account; however, some parts of the evidence are not clear, and hopefully, on Monday, we will make some progress.

Premetto che sono un giocatore di casinò e scommesse dal 2007.

So benissimo quali sono le T&C dei siti. Sarei solamente uno stupido ad usare più account, oltretutto con lo stesso IP.

Premesso ciò, potete visionare l'intero storico delle mie scommesse; sono tutte scommesse di importo 150-250€, su eventi dove il max bet era anche 2000€.

Per quale motivo avrei dovuto usare due account per giocare gli stessi eventi, quando, con il mio solo account, non ho mai raggiunto la max bet?

A questo punto sono certo che le loro prove sono false al 100%, avendo parlato anche con altri giocatori accusati della stessa cosa.

Vi invito quindi: 1) a rendere pubblico l'intero storico delle mie bet 2) rivelare l'identità dell'altro giocatore 3) pubblicare lo storico completo anche dell'altro giocatore.

Grazie

I am sorry c8819, we are still waiting on the key evidence from the relevant casino's department.

I am extending the timer and hopefully we will receive the evidence soon.

Vi ringrazio per quello che state facendo. Prendete pure tutto il tempo necessario.

Dear c8819.

I am sorry, but the casino can't share with us the critical evidence because of the privacy policy.

Anyway, we deal that the best would be if you submit the case directly to the casino regulator. (Curacao)

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

Your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you submit the complaint to the regulator. When the regulator responds, we will close the complaint accordingly with the regulator's decision.

complaint sent

Thank you for the confirmation.

I am closing this complaint as unresolved with the status: Waiting for the regulator's decision.

c8819, when the regulator sends the final response, please reopen the complaint, and we will close it accordingly to the regulator's decision. Please also send me an email in case the regulator will not reply.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I received an email from c8819 that he was able to log in and withdraw all money.

Based on this email, I am closing the complaint as solved.

Dear c8819,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.