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

DATED FRIDAY 03/24/2023 THEY BLOCKED MY ACCOUNT UNFAIRLY ACCORDING TO THEIR TERMS 9.7 OF THEIR RULES WHICH I SEE IT UNFAIR BUT IN THE END, UNFORTUNATELY THEY HAVE CONTROL OF THE MONEY SO THEY CAN KEEP IT IF THEY PREFER, BUT FAR FROM ACHIEVING ANYTHING MORE WITHOUT SENSE, I AM REQUESTING THE 1WIN BETTING HOUSE TO ONLY RETURN ME THE AMOUNT I PAYED, WHICH IS THE AMOUNT I PAYED WITHOUT THE WINNINGS, WHICH IS THE PENDING SUM OF 1,070 USD (INPUT 235+200+180+200+120+150 = 1,085 USD I WITHDRAW 15 USD = 1,070 USD) MY ACCOUNT CURRENTLY HAS 1,677.64 USD BUT I AM GIVING UP MY EARNINGS I ONLY WANT TO BE RETURNED TO MY ACCOUNT SINCE IT WOULD ONLY BE A RETURN OF THE MONEY ENTERED BY MY PERSON. THREE DAYS HAVE PASSED BY THE DATE AND NOBODY GIVES ME A SOLUTION I ALREADY SENT AN EMAIL TO security@1win.xyz AND I EVEN TALKED WITH THEIR LIVE CHAT BUT THEY ONLY GIVE ME THE ANSWER THAT THEY HAVE NO JURISDICTION ON THAT SUBJECT AND THEY REFERRED ME TO SEND AN I MAIL TO security@1win.xyz, BUT I DO NOT SEE AN INTEREST IN ANSWERING ME OR GIVING ME ANY SOLUTION, IT IS FAIR THAT I ONLY ASK FOR MY MONEY AND THAT THEY KEEP THE PROFITS, BECAUSE IF THEY KEEP MY MONEY THAT WOULD BE ACTING IN BAD FAITH AND MY PERSONAL IPINION WOULD CONSIDER IT A THEFT SINCE I AM ONLY ASKING FOR SOMETHING THAT IS MINE WITHOUT HARMING EVEN I AM WILLING TO PAY ADMINISTRATIVE EXPENSES I JUST WANT TO GET MY MONEY BACK I HOPE YOU CAN UNDERSTAND THIS SITUATION AND I HOPE THAT NO ONE ELSE IS HAPPENING TO THIS GAMBLING HOUSE 1WIN GOOD JUDGE YOU, THANK YOU.

Hello ANNY200021,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Do you have any other account in the casino? Did you play sports betting or casino games? When was the last time you spoke to the casino and what was it about? Did they specify how exactly did you breach the terms?

Looking forward to your answer.

Regards,

Nick

I sent my documentation dated 03/15/2023 and they did not confirm if it is verified, but I have already sent what is necessary, and I use my real money without bonuses and this is my only account, I do not have another, it is the first time that I use 1win, the The last time I spoke in their live chat was a day ago 03/27/2023 and they tell me the same thing that I sent an email to security@1win.xyz and they do not answer me at all to date, they answered me before when they blocked me the account indicating that it had breached its terms of 9.7 which I do not agree with and they did not justify why they simply blocked me and there it was.

Thank you ANNY200021 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ANNY200021,

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.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

OK THANK YOU SO MUCH FOR YOUR SUPPORT I HOPE CASA 1WIN CAN SOLVE MY CASE TOGETHER WITH THE SUPPORT OF CASINO GURU THANKFUL FOR THE HELP.

Good afternoon

Dear ANNY200021, we have re-verified, and, taking into account all the details, we have revised our decision and successfully completed the verification of your gaming account. The withdrawal is available in full.

Also, ANNY200021, would you like to clarify, do you use the details of a crypto wallet that is an exchanger?

Sincerely, 1win team.

Thank you, 1win Casino, for the information.

Dear ANNY200021,

Could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

I FEEL VERY HAPPY I THANK CASINO GURU AND 1WIN FOR THE UNDERSTANDING I CAN NOW ENTER MY ACCOUNT AND I ALSO SEND THE REQUEST TO WITHDRAW MY FUNDS TO MY BITCOIN BTC ACCOUNT WHICH I ALREADY MADE A WITHDRAWAL PREVIOUSLY, I HOPE I CAN AUTHORIZE IT ONCE IT IS PAID I WILL LET YOU KNOW THANK YOU SO MUCH!!

ATTACHED IMAGE OF THE WITHDRAWAL IN PROGRESS BY BTC WAITING FOR THE AUTHORIZATION OF 1WIN THANKS

I ALREADY PAID THANK YOU VERY MUCH TO ALL FOR THE MANAGEMENT!!

Dear ANNY200021,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas