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

Hello Vishubitu,

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

Could you please advise why did you create 2 accounts? Are both of them verified? Did you use both to claim bonuses, to deposit and withdraw? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I forgot username and password of my old account and I was facing issues with old account then I talked to customer service also but they didn't solved my problem that's why I made new account both are verified I mailed my problem to security department but it's already 50 days gone they are not replying me and I didn't used any bonus

Hello Vishubitu,

Could you please advise if you did try to reset your old acc. password? Did you let the casino know that you want to have a new account?

Please note that if the casino did not specifically allow it, they had every right to void any balance as you breached the casino terms and conditions by creating a new account.

I have tried but I also forgot my username but in old account I m facing issues and talked to customer service and I told them also about I'm gonna make new account so please delete my old account

Hello Vishubitu,

What did they respond to it when you told them you will make a new account? Can you forward the copy of that communication with the casino to nikolas.b@casino.guru?

Sir it's already 2 moth gone I don't have any screenshot of communication with customer service and they never reply me in my mail or in app that's why I made new account

Hello Vishubitu,

Could you please advise if you are actively using the new account? Did you deposit, withdrawal or claimed any bonuses with it?

No I'm not using any account right now because of this scam I don't want to play in 1win anymore and I'm advising to my friends and telegram group members not use 1win anymore because of this fraud

Hello Vishubitu,

Did you have any remaning balance on any of your accounts?

Please note that if not, the casino has right to block your account without any reason given.

Yes I have balance around 50k

Thank you Vishubitu for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you sir

Hello, Vishubitu,

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? When did the player inform the casino about his new account and issues with the old one? Is there a possibility to re-activate his account with the remaining balance if he did not use any bonuses/did not gain any unfair advantage by playing in this way?

Thank you in advance for providing the information.

Sir I just want my stuck balance to be transferred from my blocked account to my active account

Добрый день!

Игровой аккаунт заблокирован в соответствии с правилом 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.

С уважением, команда 1win.

Yes I don't have any problem that you blocked my account but atleast transferred my balance to my old account which active

I really like playing in 1win but all my money stuck in blocked account please it's a humble request to transfer my balance

Dear Vishubitu,

Did you use any bonuses on your first account, and did you use any bonuses on your second account? If yes, what bonuses were used and on which account?

Do I understand correctly that you forgot your credentials for the old account, but you need the casino to transfer your remaining balance from your blocked account to the old one?

Why would you want to solve it this way if (as you claimed) you do not have access to the old account? It does not make sense like this.

Sir as I told you I forgot details about old account and I was facing issues with old account that's why I talked to customer service but they not solving my problem so I made new account and told them about that but they didn't reply me and after using my new account they blocked my account because I used multiple accounts but I really did nothing wrong then I found screenshot about my old account details on my phone after a month so I login and I don't used any bonus in both accounts I think

Dear Vishubitu,

What exact issues were you facing with the old account, please?

Do I understand correctly that you are able to access your first account and it is still active? If you had the screenshot with your old account details on your phone, why did you start searching for them only after a new account was registered?

Deposit problem , withdrawal problem and mainly I were unable to bet with desired amount maybe they put restriction on my bet that's why I talked to customer service. I started searching my old account info after my new account blocked because I want to confirm that my old account is still active or closed because I told them to delete my old account

Dear Vishubitu,

Are you aware that bet limits may be set by the casino on purpose, and creating and using your second account to bypass these limits may constitute a breach of the casino's Terms and Conditions?

What type of games did you play in the casino most? Was it sports betting, or did you also play slots/live casino, or other games? What types of games did you obtain the most of your winnings from?

I mostly play sports betting but i also play slots games also like aviator and I didn't know that bet limit set by operator I thought it's was error in my 1win app that's why I made another account sir believe me I did nothing wrong or I don't have any intention to breach rules of betting company

Alright, Vishubitu, thank you for the explanation.

Dear 1win Casino Team,

Can you please confirm the player played mainly sports betting in the casino and that most of the winnings were obtained from sports betting? Is breaching the casino's Terms and Conditions related to sports betting and restrictions for sports betting that were set on his first account?

Did he use both accounts at the same time? Was any of his accounts verified? Is that true that he informed the casino about registering the second account? Did the casino reply to him? If yes, what information was given to him?

What (unfair) advantage did he gain by playing in this way? Can you please explain it to us in more detail?

If it is more convenient for you, please provide me with the information via email (branislav.b@casino.guru).

Добрый день!

Мы отправили информацию на электронную почту: branislav.b@casino.guru

С уважением, команда 1win.

Dear Vishubitu,

I was provided with further information from the casino representative via email. Now I would like to summarize all of our findings and provide you with our final decision regarding your issue.

• The most important fact - your issue relates to sports betting and breaching its rules
• The casino has explained to us what the problem was with your first account, why its provider limited the maximum bet amounts for that account, and that your duplicate account was created on purpose to bypass those restrictions and/or to continue playing in a similar manner
• The casino was allegedly not informed about the registration of another account (basically nothing else has been proved), and even if it had been, it would not have changed the situation and the casino's decision
• There were allegedly even more than 2 accounts
• There are several inconsistencies regarding your claims about accounts, their verification, and other information, which even changed during the resolution process of the complaint

All the above facts are against you, Vishubita.

Anyway, as you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

If it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you too, 1win Casino Team, for your cooperation and help.

Best regards,

Branislav, Casino.Guru