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

I have an account in 1win, I make regular deposits and withdrawals. I have been playing my favourite casino game with no issue. My withdrawal was pending for several days. so I reached out to their customer service team. They told me to write their security department for further assistance and verification after several weeks of using the platform, and after promptly submitting my ID proof and a selfie for verification, I received the following response:

"Hello!

We inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Sincerely, 1win team."

This is really outrageous and very predacious. It's important to emphasize that I have never engaged in any form of multi-accounting, automated betting software usage. My sole intention was to enjoy the game and I play with my husband as well. The platform is open to the public and I only have 1 account registered to my name.

I need my money as it is my personal cash. I do not play with bonuses. This is crazy and can lead to a mental breakdown. You can tell me to leave your platform not seize my money. How can I be playing until when I want to make a withdrawal, you block my money? and asking for verification. After verifying myself, they still blocked my account and my money! Please I need my money.

Hello Blessing363,

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.

Have your account been verified before? Did you ever claim any kind of bonus? Are you and your husband ever play from the same device? Is his account verified or did he use any kind of bonuses? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

After opening my account, there was no provision or option in my profile to verify my account which was weird as I was fully prepared to verify my account using my identification and passport. On inquiring from the chat support, I was told I can still use the account without verification. My account was not verified before but my email address was verified during my first withdrawal.

I have not claimed any bonus nor have I engaged in gameplay involving them. Each of my gaming sessions has been conducted solely with my deposited funds, representing my own personal cash.

We have a small home office where I and my husband work from and we occasionally utilize the same device and network. Regrettably, my husband encountered the same issue during his account registration, wherein he lacked the option on the site to verify his account or upload the necessary documents. Similarly to me, he has never claimed or played with bonuses and has solely utilized his own deposited funds.

For the past two days, I have been diligently reaching out to the support chat team, only to be directed to contact their security team via email. I promptly composed an email to their security team, passionately asserting that their accusations and rationale for blocking my account, along with my hard-earned funds, are utterly misconceived. Alas, I am yet to receive a response from them.

This entire situation strikes me as profoundly unjust, given that my actions have been nothing more than depositing my funds and engaging in ordinary casino gameplay on the 1win website. The abrupt blocking of my account along with my fund in it without any prior notification or explanation, is truly preposterous and runs counter to any sense of fairness.

Despite multiple attempts, I have been unsuccessful in getting reply from the 1WIN security team. Regrettably, they have not responded to my email for days now. I kindly request your assistance in resolving this matter.

Can you also please advise if you ever did use the same payment method to deposit into the casino or did anything that may be considered as an advantage over other players as you both play there? If there is any answer from the casino since your last post please forward it to nikolas.b@casino.guru.

I and my husband utilize separate methods for depositing and withdrawing funds. I personally employ my own unique payment account for these transactions.

I want to emphasize that we have not engaged in any activities that could be perceived as gaining an unfair advantage over other players. Our participation in casino games is based on standard odds of 1.9.

Throughout my time playing, I have experienced both wins and losses. However, as soon as I decided to increase my wager and achieved higher winnings, various complications arose. These complications included being unable to withdraw funds and being requested to submit my identification document (which I promptly did), and they went ahead and blocked my account with my fund inside.

Since then, I have not received any response or communication from the casino in regard to the email I sent.

Hello Blessing363,

Did your husband created his account before you? Was his account ever verified or did the receive any payout from the casino? When you used the same device, was it a PC, notebook or mobile phone? Is your husband's account currently still open?

Yes. My husband has had his account before me. I am not sure if his account is verified but he verified his email during withdrawal. He receives payouts from the Casino.

The device is a Laptop. He carries it to work and we also travel around with it. At present, his account remains active while mine has been blocked, unfairly so, because I have funds contained within it.

Up till now, no response from the Casino, nothing. Yet they locked my personal fund inside the account. This is completely unfair and shows very poor service from the 1win Casino.

I believe the 1win Casino is deliberately not responding. They will not respond. Such a bad service. They are deliberately ignoring my emails.

Please I need your help.

Please, Nick, I am really in need of your help with this. Thank you.

No word from the Casino till now.

Hello Blessing363,

Unfortunately, if you even used the same device, there is hardly anything we can do. Most of casinos does not accept any kind of account multiplicity (same household, device, same bonus claim) but in some cases if specific requirements are met, they allow both accounts to be active and play. You can still try to contact the casino's licensing authorities but we can't enforce the casino to reopen your account or to pay out anything as you basically breached the casino terms.

Is there anything else we could assist you with?

Please how can I contact the casino's licensing authorities?

You can contact the license on the following e-mail addresses - complaints@gaminglicences.com or cetria@gaminglicences.com.

If there would be any outcome from the licensing authorities, please let me know it by e-mailing me to nikolas.b@casino.guru so we can also reclassify the complaint based on their decision. Meanwhile we will be forced to close the complaint based on the explanation in my previous post.

Best regards,

Nick