1win Casino - Player’s withdrawal has been delayed.

Good morning.

More than 4 days ago I made a withdrawal of 200,000 Colombian pesos which have a maximum period of 48 hours to solve, and after 48 hours they did not solve me and they told me that the money would arrive soon, and today April 24 After 4 days I am going to go into the kitchen to check if my process had already advanced and I notice that it is not possible for me to enter because my account has been blocked with my 200,000 thousand pesos unresolved, and I contacted the 1win email again and they did not let me know. they give any answer. I sent them a photo of my ID, a photo with my ID holding it, and a photo of my bank card with which I made the withdrawal and even so they do not give me an answer.

Dear jordisex18,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

They just told me about 1win that they blocked my account for violating their rules such as fraudulent bets, using alleged hacks and others, without just cause, which is not the case since instead of earning money I lost with them and they blocked me without resolving the withdrawal of my account. My money, which I neither won nor lost because I deposited 200,000, played, won in some, lost in others and was left with the same 200,000 thousand. I asked them for evidence since I never did what they accuse me of and they don't give me an answer and they kept my money

Player's additional information:

They just told me about 1win a week ago that they blocked my account on suspicion of violating their rules such as fraudulent bets, using supposed hacks or multi-account and so on, without just cause or without clarifying, which is not the case since instead of earning money I lost with them and they blocked me without resolving the withdrawal of my money, which I neither won nor lost because I deposited 200,000, played, won in some, lost in others and was left with the same 200,000, which I withdrew and it has not arrived. I asked them for evidence since I never did what they accuse me of and they don't give me an answer and they kept my money

My ID is 31922733

Hi jordisex18,

Could you please forward any relevant communication to petronela.k@casino.guru? Meanwhile, please advise what games you were playing (live casino games, slots, or sports betting).

I was playing aviator, and I also made a sports bet

Thank you very much, jordisex18, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi jordisex18,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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.

Good afternoon

The player's account has been blocked in accordance with paragraph 9.7 of the rules -

In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.

Sincerely, 1win team.

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

Good morning.

On April 25, 2023, I sent an email to 1win support in which I asked for evidence of the decision they made not to let me withdraw the 200,000 and to block me.

They told me that they would respond to me within a maximum period of 14 days, and today, May 11, it has already been 16 days, therefore they have not complied with their internal regulations and since they did not reply to the email with the requested evidence within their maximum period, I demand that they return my money immediately since they did not present evidence of the accused.

I attach evidence of when I sent the email

Good afternoon

Sent information to e-mail: tomas.k@casino.guru.

Sincerely, 1win team.

Dear jordisex18,

I was provided with more evidence supporting the casino's decision. After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - the same payment method used in multiple accounts.

Sorry, we were not able to 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 solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, 1win Casino Team, for providing information and for your cooperation.

Best regards,

Tomas