HomeComplaints1win Casino - Player’s withdrawal has been delayed.
1win Casino - Player’s withdrawal has been delayed.
Amount:
6,525,923 INR
1win Casino
Safety Index:Above average
Safety Index
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7.6
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Submitted:
31 Jan 2024
|
Case closed : 29 Feb 2024
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
The player from India had a pending withdrawal of 6525923.96 rupees dating back to 22/12/2023, which hadn't been processed in over a month. The player's account had been blocked 62 days prior and despite providing the necessary documents, the account remained blocked. The casino had claimed that the player violated clause 9.7 of their terms and conditions, which included fraudulent activities such as multi-accounting and abuse of loyalty programs. The player had denied these accusations. We had invited the casino to help resolve the issue, but they responded that the complaint was a duplicate. Based on evidence provided, we concluded that the player had breached the casino's terms and conditions by having multiple accounts. The complaint was closed as unjustified.
The player from India had a pending withdrawal of 6525923.96 rupees dating back to 22/12/2023, which hadn't been processed in over a month. The player's account had been blocked 62 days prior and despite providing the necessary documents, the account remained blocked. The casino had claimed that the player violated clause 9.7 of their terms and conditions, which included fraudulent activities such as multi-accounting and abuse of loyalty programs. The player had denied these accusations. We had invited the casino to help resolve the issue, but they responded that the complaint was a duplicate. Based on evidence provided, we concluded that the player had breached the casino's terms and conditions by having multiple accounts. The complaint was closed as unjustified.
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.
Have you made any successful withdrawals from the casino in the past?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with the help of a bonus?
Could you please post a screenshot of the withdrawal requests as they are displayed in your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Dear telecomkg36,
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.
Have you made any successful withdrawals from the casino in the past?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with the help of a bonus?
Could you please post a screenshot of the withdrawal requests as they are displayed in your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Our security service has carried out a comprehensive and objective check regarding your game account rajagupt01@gmail.com and, based on its results, we report the following.
At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.
Thus, in accordance with the violation of clause 9.7. game account rajagupt01@gmail.com has been blocked and cannot be restored.
Please note that upon re-registration, your game account will be blocked without prior notice.
Sincerely, 1win team.
Hello!
Our security service has carried out a comprehensive and objective check regarding your game account rajagupt01@gmail.com and, based on its results, we report the following.
At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.
Thus, in accordance with the violation of clause 9.7. game account rajagupt01@gmail.com has been blocked and cannot be restored.
Please note that upon re-registration, your game account will be blocked without prior notice.
Thank you very much, telecomkg36, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Thank you very much, telecomkg36, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Thank you Aakash 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!
Hello there,
Thank you Aakash 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.
Based on the clear and obvious evidence including personal information matches, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion, and not just use of someone else's payment methods, but even sharing several payment methods within different casino accounts. All stated means a serious breach of the casino's rules.
I would appreciate if you didn't make multiple accounts and use our service to file a complaint about the same issue again. I believe the situation has been explained thoroughly and we will not change our stance on the matter.
Kind regards,
Peter
Based on the clear and obvious evidence including personal information matches, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion, and not just use of someone else's payment methods, but even sharing several payment methods within different casino accounts. All stated means a serious breach of the casino's rules.
I would appreciate if you didn't make multiple accounts and use our service to file a complaint about the same issue again. I believe the situation has been explained thoroughly and we will not change our stance on the matter.
Kind regards,
Peter
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