The player's account got blocked for an unknown reason. We rejected the complaint because the casino clarified it was sports betting related.
1win Casino - The player's account got blocked.
Amount: 11,000 R$
1win Casino
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7.3
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Closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
1win.pro simply blocked my account where I made my bets, claiming that I used it fraudulently, and I never did that, and when I asked them for proof of the accusations, they did not respond.
I passed my documents for KYC verification and then they blocked my account.
I've been trying to solve the problem for more than 6 months and they don't answer me.
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1 year ago
Hello opimport21,
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 was ever verified? Did the casino ever mention the reason of blocking your account? Did you have any remaining real balance on your casino account when it got closed? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
They requested the documents for verification and I sent them, after approximately 30 days they blocked my account.
They said that I violated rule 9.7 of the Terms of Use.
Had more than BRL 11,000.00
Here is a link to the last message I had with them, as I could not attach a pdf.
https://pdf.ac/1js4DT
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1 year ago
Hello opimport21,
Can you please advise if you do more than 1 account at 1win Casino?
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1 year ago
Thank you opimport21 for all the information provided so far. 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.
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1 year ago
Hi opimport21,
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
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1 year ago
Translation
Good afternoon
The account was blocked in accordance with paragraph 9.7 of the rules:
In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.
Sincerely, 1win team.
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1 year ago
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As stated in the email I sent to you and you did not respond, you did not even provide evidence of such allegations, not guaranteeing my right to defense, in addition to infringing both the laws of Curacao and the laws of Brazil
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1 year ago
Dear 1win Casino,
If that is the case, can you please substantiate your decision with relevant evidence? You can send the data to my email address: tomas.k@casino.guru
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Good afternoon
Dear Tomas, sent an e-mail with explanations.
Sincerely, 1win team.
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1 year ago
Dear opimport21,
The casino has provided information that your issues are sports betting related. As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. Therefore, I’m forced to reject your complaint.
I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.
Thank you very much for your understanding.
Kind regards,
Tomas
