1win Casino - Player’s withdrawal delayed after winnings, account blocked.

I was their regular VIP customer because i betted huge amounts in their site. They were giving regular withdrawals when i was loosing. When i started to win some money from 1win, they delayed my withdrawal for 10 days and said please change method of withdrawal then also they failed to provide my withdrawal and said my account is blocked. My only last option is casino guru for my hard earned money. I trust you guys

Dear hetain0013,

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

Answering your questions:

1. I have created account around 2 to 3 months back. Everything was working fin but they stopped giving withdrawals and told me to verify.

2. I verified my KYC 2 months ago holding my adhaar card with my selfie and adhaar card photo fron and back also

3. They gave me 500rs bonus because I deposited more than 1 lakh of rupees

Hi hetain0013,

• Could you please let me know which games you've been playing (live casino games, slots, or sports betting)?
• Additionally, could you confirm whether you placed the requested security deposit as instructed by the casino in one of their emails?

Thank you.

1. I played games like aviator, sports bettion football, stock market casino, baccarat etc.
2. This was a scammer asking for security deposit. It was fake 1win id so i did not transferred money to them

Hi hetain0013,

Thank you very much, hetain0013, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello there,

Thank you hetain0013 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

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.

С уважением, команда 1win.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for providing me with the information 1win Casino representative.

Dear hetain0013, the casino has provided me with evidence of fraudulent activity. We believe the steps the casino has taken are justified and will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter