1win Casino - Player's withdrawal has been stalled.

Dear sir my I'd was already verified by them

And I am very honest player in the casino but they just playing games with me and everyday saying new stories

And not even giving my deposits money return

And they just saying wrong reason to block my withdrawal payouts

And I hope casino guru will help in this to solve my problem

I had already given all the information

If they don't want me in their site they just provide my wallet balance

Please help me in this sir

Registered id - 8***159

Email id - ja****est0@gmail.com

Dear vardhanudapa001,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

If there's any relevant communication please forward it to petronela.k@casino.guru. 

Looking forward to hearing from you.

Best regards, 

Petronela

dear sir the 1win team replied that your account is blocked with the below reason but actually thats not the reason and they are saying false

and i provided the proof below screenshot

and they blocked my account and i am unable to withdraw funds and its not internal payment problem, the problem is they blocked my account and thats why i am unable to login

i req to you please invite casino to this conversation for quick discussion about this

Please casino guru help me on this

Hello casino guru team

Please write and give an update on my complaint

Dear sir why still i haven't received a update from the casino guru team

I'm sorry for my delayed response. 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? Thank you in advance.

Here is the answers

1.The account was registered nearly 2 years ago

2.account verification was successfully completed

3. i had played online casino games

4.the winnings was accumulated from deposit only

5. I didn't took any bonus from the 1win casino

Hope I will get the resolution soon

Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

How would I know that someone is playing 1win casino in my location

May be so many people are using this site

Also for your reference I stating that

I purchased this phone as second hand

Means it's a old phone

May be I don't know there is an id registerd in this same site

Also i opened only one id in this site

Also if the site can't give my withdrawals then I am giving an option and suggestion to solve this problem to refund my deposits or else my wallet balance

Please solve this and invite the casino into this conversation

Thank you very much, vardhanudapa001, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, vardhanudapa001,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the winnings? 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 (branislav.b@casino.guru).

Thank you in advance for providing the information.

Добрый день!

Отправили доказательства на электронный адрес branislav.b@casino.guru

С уважением, команда 1win.

Dear 1win

Please give the wallet balance available in my account

And close my dispute

Dear vardhanudapa001,

The provided details show that there are intersections between your disputed account and several other casino accounts in 1win Casino in personal data/payment method(s) that could not be used in other accounts without your knowledge, or alternatively, if those data belong to another person, it could not have been used in your disputed account by mistake or without the data owner's knowledge.

"How would I know that someone is playing 1win casino in my location

May be so many people are using this site

Also for your reference I stating that

I purchased this phone as second hand

Means it's a old phone

May be I don't know there is an id registerd in this same site

Also i opened only one id in this site

Also if the site can't give my withdrawals then I am giving an option and suggestion to solve this problem to refund my deposits or else my wallet balance"

It really does not matter if you have a secondhand phone or if anyone registered in the casino with the same device before since there is sufficient evidence confirming the fact we are talking either about multiple accounts used by 1 person or collusion (at least 2 players sharing their personal data/payment methods in their casino accounts, very likely playing together and/or abusing the casino's system in another way), which means the casino's Terms and Conditions were seriously breached.

There are industry-standard rules saying that each player is allowed to use only his own payment method/funds in their account, and is obliged to verify all the payment methods used in their casino account for deposits and withdrawals in order to withdraw anything from their account.

Please note that it is not important whether you managed to withdraw any winnings from the casino in the past because online casinos are not obliged to make verification or perform additional account activity checks or inspections earlier than upon requesting a withdrawal or a withdrawal of a higher amount, depending on a particular casino. However, in this case, based on the above-stated, it is clear that the KYC/verification is impossible, and the disputed account did not pass the additional checks.

After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts or collusion and unsuccessful KYC.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

I am 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. In case of any questions, feel free to write to me at branislav.b@casino.guru.

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

Best regards,

Branislav, Casino.Guru