The player from Argentina had a pending withdrawal of 49570 Argentine pesos from 1win casino. The player was then accused of fraudulent behavior and his account was blocked. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
1win Casino - Player’s withdrawal has been delayed and account blocked.
Amount: $47,957 ARS
1win Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I made a withdrawal at 1win casino of 49570 Argentine pesos but the casino wouldn't let me withdraw. Three days passed and nothing... Tired of the situation, I started sending an email a day hoping for a response, but they never responded (meanwhile, I also wrote to them through the casino's assistance chat and they told me there was a problem with the transactions, but it would be resolved within a day, which obviously never happened). Last night, I sent an email inquiring if everything was in order and why it was taking so long, and this morning, the casino sent me an email stating they had blocked my account for fraudulent behavior and using programs (something I clearly never did). Now not only do I want them to give me my money, I also want them to reactivate my account.
Automatic translation:
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1 year ago
Dear granamigomax,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise how long were you a player of the casino and when exactly was your account blocked?
What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
Did you achieve your current balance with or without an active bonus?
Could you please send the email you received from the casino where the casino justifies its decision to block your 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
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1 year ago
Thank you very much, granamigomax, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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1 year ago
Translation
Hello Thomas, is everything in order? Do you need me to forward the 1win email to your email address?
Automatic translation:
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1 year ago
Hi granamigomax,
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.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
If there is any evidence supporting your decision, please forward it to my email address: tomas.k@casino.guru
Thank you.
Best regards,
Tomas
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1 year ago
Translation
Good afternoon
Sent information to e-mail tomas.k@casino.guru.
Sincerely, 1win team.
Automatic translation:
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1 year ago
Dear granamigomax,
I received evidence that supported the casino's decision. Unfortunately, after gathering all the necessary information, we have concluded that this complaint is unjustified and will be rejected. You breached the casino's terms and conditions. Specifically, there were multiple accounts, and the same payment method was used in related accounts. The casino acted within its terms and conditions and made the correct decision.
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.
Best regards,
Tomas
