HomeComplaints1win Casino - The player's balance disappeared.

1win Casino - The player's balance disappeared.

Amount: €3,000

1win Casino
Safety Index:Above average
Submitted: 16 Jun 2022 | Case closed : 17 Aug 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player's balance disappeared from his casino account. After an investigation of the player's game history, we concluded the balance was played down by the player. Thus we rejected the complaint as unjustified.

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2 years ago
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Good afternoon and I've been following you for a long time

For reviews but I never signed up because luckily I didn't need to.

I need you today

I opened a few days ago an account

On 1win foreign site

Basically I had charged 55 euros

And luck had kissed me and I reached more than 3000 euros on the account.

Basically I make withdrawals via bitcoin and go to sleep

The next day I wake up

I'm going to check the status of the withdrawals and they were all canceled.

In fact, he gives them to me in red I see the balance

And it's zero euro.

So written to 1win but the assistance is really unclear they don't answer me except to tell me give me your id

Now, checking the date and time of the other withdrawals and plays, I see that someone has entered my gaming account for sure

My gambling account must have been hacked

And they enjoyed ruining me like that.

Now I ask you could you please help me get my 3000 € back in the end I have already changed the password to avoid bad consequences thanks butelli Danilo

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2 years ago

Hello danilomapelli,

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 is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? 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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2 years ago
Translation

Hello I have many chats saved so far they replied to me on 1win istragram saying:


All game actions on the account are performed only by its owner. If you have shared your account data to access third parties, the company is not responsible for these actions.


According to them which person in the world shares sensitive data with third parties I am speechless as well as without my money


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2 years ago
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These are the withdrawals that someone enjoyed canceling and replaying them in addition

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2 years ago
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I forgot they never wanted to verify the account there for a few days

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2 years ago
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I forgot my winnings are all real money you can check from the deposited history I made a fortune with 55 euros if I sometimes send photos and all

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2 years ago
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filefile

As you can see I deposited 55 euros I made a fortune and they keep saying that I have given my data to other people but do they know what they say when they speak?

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2 years ago

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

Wish you best luck resolving it.

Regards,

Nick

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2 years ago

Hello danilomapelli,


I will assist you with the complaint from now on. I would like to ask the representatives of 1win casino to join the conversation in order to help us resolve the issue with the player's account.


1win casino,


could you explain from your point of view the situation described here? What options are there for danilomapelli to pursue?

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2 years ago

We would like to ask 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’.

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2 years ago

Good afternoon! On the user's account one withdrawal was rejected by the payment system and the funds returned to the gaming account. All subsequent attempts to withdraw the player canceled on their own. There is not a single successful withdrawal on the account. What does the player mean by hacking the account? 

At the moment, the player involved all the deposits, and asked to block the account. At his request, the account was blocked. 

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2 years ago

Hello and thanks for the reply to the 1win Casino team.


Could you explain what happened to the player's balance? I am not sure I understand what you mean by:


At the moment, the player involved all the deposits


Could you advise whether the block of danilomapelli's account is still active?


Thanks for your cooperation.

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2 years ago

Hello! 

All the money that the user deposited in the game account, he used and won back on the site himself. He made gambling activities in the casino section and bet on sporting events. 

There were no successful withdrawals from the account, so we do not quite understand what the player means by account hack. 

Now the account is blocked at the request of the client, but he can apply again to unblock the account. 


Sincerely, 1win team.

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2 years ago

Hello danilomapelli,


Will you ask for your account to be unblocked?


In the meantime,


1win Casino,


Could you please provide us with the danilomapelli's game history from that time that shows what happened with the balance? Much appreciated! Please send it to my email address at tomas@casino.guru

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2 years ago
Translation

Good afternoon I apologize for my absence but having not had support from 1win because they claim that I myself have played my money I have decided to close the account because I am tired of going after people who do not help you who do not support you because I they stole as they say here in Italy from the face 3000 euros insinuating that I gave my personal data to third parties when I made my withdrawals I went to bed and the next day waking up I see that my withdrawals had been canceled and balance zero.

Tired of this disappointment

Because I was about to give in to depression, I asked for the account to be closed.

If you of casino guru tell me that there is a hope of getting my money back on the account, I ask for the reopening of the account again. Best regards Danilo mapelli

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2 years ago

Hello danilomapelli,


Please note that the balance is the player's responsibility. If the winnings were returned to your balance and they were played down, there is nothing we can do.

Since you are not aware the winnings were returned to your casino balance, we will need the casino to provide us with proof of this happening.


Thanks for your understanding.

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2 years ago
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Well, in fact, it takes something to prove that it wasn't me

You tell me how to proceed

Tell me you want in the meantime, maybe I'll reopen the game account

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2 years ago

danilomapelli,


The casino representative promised me they'll supply the information. Once they'll do so I'll inform you about my findings. Please, stay patient.

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2 years ago
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Okay in the frat I ask for the reopening of the game account hoping that everything ends in the right way

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2 years ago

Ho mandato email per la riapertura del conto

Questa e la risposta da 1win

To resolve your question, please contact us again after a month from the moment of the last blocking - July 19.

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2 years ago

Hello all,


We still haven't received the information the casino representative promised us. I am setting the timer to 7 days. If we don' receive any information we'll be forced to close the complaint as unresolved.

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2 years ago
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Really pity that these have to go smoothly so believe me I have now put my heart in peace.

But I wonder why they still don't give you the requested information? Maybe because they are wrong and they should give me my money back so they keep quiet so it all ends in their favor, without my fault that I decided to play on i .com

I have to play only on Italian ADM sites

THANKS CASINO GURU CMQ FOR YOUR INTEREST

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2 years ago

Hello,


we still haven't received the information from the casino. We'll give them a little more time to send it to us.

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2 years ago

If we won't receive the information the casino promised us within 7 days we will be forced to close the complaint as 'unresolved'.


Thanks for your understanding.

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2 years ago

Hello danilomapelli,


The casino provided us with some data but we didn't find it useful to investigate your issue. We asked them to provide us with additional documents.

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2 years ago

Hello danilomapelli,


The casino provided us with your game history and it shows the balance was played down almost immediately after you gained the balance of 3000€.


Please understand that the player is the only one responsible for their account, active balance, and all the bets taking place. Unless there is something I overlooked I don't think we can help you further.

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2 years ago

Dear danilomapelli,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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2 years ago
Translation

Hi I'm sorry for not replying earlier.

I said what happened if 1win doesn't want to pay me it's okay so I live anyway but it wasn't me who played or stole money from myself

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2 years ago

Thanks, danilomapelli, for the reply.


Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. We concluded there were no unfair actions from the casino in this case.


Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

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