1win Casino - The player's account got blocked.

I made a deposit of 5000usd and won over 1100usd with my fully verified account.after an hour I could not login to my account and all effort to reach them prove abortive as I don't get respond from them anymore.

Hello Osesx5,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Allow me to ask you a few more question before we would move forward.

Did you use any welcome or no deposit bonus in the casino? How long after you created your account did you get the block? Since when is your account closed and when did you contact the casino with this issue? Was there any refund of your deposits?

Please forward any relevant proof as screenshot, chats or e-mails to nikolas.b@casino.guru.

Regards,

Nick

They always offer my bonus but i always reject.it was my real money.i just need a refund of my deposit

Hello Osesx5,

Could you please advise when did the account closure happen?

Please note that if you have already contacted them with this issue, you should wait at least 14 days for the deposit to be refunded. They might be also delays due to holidays.

Looking forward to your answer.

It is more than 5 months that i contacted them without a reply from them

Thank you Osesx5 for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay .thanks for the assistance

Hello Osesx5,

I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the 1win 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Comment from the Casino:

"Hello!

Our security team has conducted a comprehensive and objective review of your gaming account oses*****@gmail.com and based on its results we report the following.

In accordance with clause 15.1. of the Terms of Use of the Site, section "General Terms and Conditions" (hereinafter referred to as the Rules), the Company does not recommend making bets by a group of Clients from the same IP address or from the same local network, as well as by prior agreement. Such actions can be regarded as collusion, fraud, misleading actions. According to clause 15.2. we have the right to close such accounts, to invalidate all transactions carried out using this account, and not to return all deposits and winnings received as a result of collusion with other Clients.

At the same time, we inform you that in accordance with paragraph 9.7. of the Terms of Use of the Site, section "General Terms and Conditions" (hereinafter referred to as the Rules), in the event that a betting participant commits fraudulent actions against a betting company (multi-accounting, use of betting automation software, playing in arbitrage situations, if the game account is not used for placing rates, abuse of loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.

Thus, in accordance with the violation of clause 15.1. clause 9.7. the gaming account oses*****@gmail.com has been blocked and cannot be restored.

Sincerely, 1win team."

Dear Casino,

send me evidence to my email: viliam.v@casino.guru, please.

We would like to ask the 1win 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’.

I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

Hi everyone, we’ve reopened this complaint at the request of 1win Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 1win Casino, please let us know if you can share some more information regarding the case.

Regards,

Natalia

Добрый день!

Аккаунт игрока был заблокирован по пункту 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.

Мы отправим доказательства на электронную почту natalia.b@casino.guru.

С уважением, команда 1win.

You blocked my account because I won 11000usd .if you can't pay just 11000usd why open a betting site . everyone should avoid this fraudulent Company. I made a deposit of my hard earned money working as a cleaner.it took me months to save that money. Then you have the gut to seize my hard earned money and the winnings and you think I can't do anything because you are from Russia

Dear 1win Casino, thank you for the email. You accused the player of creating multiple accounts with the same activity. Unfortunately, I didn't see enough data that show the matches between accounts. There're some email addresses that are linked by the same mobile number, and some of them are linked via payment method. Have you verified that the mobile number provided by the player belongs to them? Have you required any statements from the mobile operator that confirm that this number belongs to them or tried to call this number? The same is with the payment method data. Have you requested any proof from the player to verify it?

Then have you verified the accounts that are considered to be linked?

I also wonder if there're more matches like name, date of birth, location, device used, and IP.

And what was the similar activity? Were there the same bets on the same games or the same bonus activity? I'd appreciate it if you can send more information about it.

Regards,

Natalia

Добрый день!

Дополнительная информация была направлена.

С уважением, команда 1win.

Thank you, 1win Casino, for the provided evidence.

Dear Osesx5, the casino presented the proofs where we were able to see at least 11 other accounts connected to yours. They were connected via using the same crypto wallets and perfect money wallets, some of the payment methods used by these accounts were attached to the mobile phone number you provided for your player's account. Unfortunately, we cannot stand in your favour in this case, since your gaming behaviour didn't seem to be of recreational and genuine nature, and creating multiple accounts is forbidden in all online casinos.

Due to the aforementioned reasons, this complaint will now be rejected. 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.

Regards,

Natalia