1win Casino - Player's account has been blocked.

I made my deposit of 10k 3 days back I won some winnings with my deposited money. I made withdrawal of 21k on same day. Already my account is verified 2 times and I got assigned a personal account manager for my 1win gaming account as I achieved vip status. All of sudden after placing my withdrawal request of 21k I received an mail regarding account verification so I submitted my documents which I uploaded during my last verification. So when I uploaded my documents for my 3rd verification it declined my documents uploaded and mentioned documents uploaded duplicatedly. Immediately I sent a mail to 1win support team by addressing my issue but instead of solving my issue they blocked my ton the name of rule 9.7. I really don't know why a gaming platform maintains such a dumb security team to run a gaming platform. See if I really have multiple accounts why I will get vip status and why I will get assisted with personal account manager. I just want the proofs as showing my account is linked with multiple accounts. I want proofs. If 1win platform unable to provide me solid proofs I demand to pay 100x times penalty of my pending withdrawal which this 1win platform scammed from me in the Name of rule 9.7.

Dear krishnabharath629,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you in resolving this issue, could you please clarify the following questions:

• What specific documents did you upload for your third verification, and what was the reason given for their rejection?
• Have you received any communication from the casino's support team regarding the rule 9.7 they mentioned? Please forward their email to me at veronika.f@casino.guru.
• How long have you had your account with the casino, and have you experienced any similar issues previously?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hi I need justice. I lost my all money in that fucking 1win platform. I successfully submitted my national identity card ( aadhaar card) two times they verified my documents and told my account is genuine but when I placed my withdrawal of 21k that fucking 1win platform asked me to verify my account 3rd time. But when I submitted my documents 3rd time my verification got failed and my account got blocked. And I asked proof for showing my account as any multiple account. I still now not received any response from that fucking 1win platform and there fraudulent support team. I just need my money back from that cheep fucking platform.

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Please forward me the documents you submitted to the casino for verification at veronika.f@casino.guru. Also, kindly send me the email you received from the casino after your account was blocked. Thank you for your cooperation.

See this are the documents which I provided to that 1win gaming platform to verify my account for 3rd time security verification. See I know using bad language against any one is not correct but it is also not correct for them to block my account even after completing 2 times verification. They not even provided me any kind of proof to block my account. See that money which I did deposit in that 1win platform is my hard earned money. If they don't want to give players there winning stake atleast they should return back us our deposited money back. See I still asking only one thing that I need my total stake which present in my gaming account. I submitted my documents to mail which you provided in your above message

Is there any possibility that someone from your household or using the same IP also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

No I don't have multiple accounts and no one in my family use this kind of casino sites. See I just want my deposit amount back or eles unblock my 1win account so that I can withdrawal my money present in my gaming account

Thank you very much, krishnabharath629, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear krishnabharath629,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the blocking of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 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.

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Wow super I got this kind of answer In my mail when my account got blocked. But iam not asking this Same reply iam asking to show me proof which show my account is consist of multiple accounts. I know you are betting sites will do players account block by saying this kind of rules. I don't want your rules I néed proof. Show me proof.

Dear 1win Casino,

If your previous message was intended for me, I’m afraid I haven’t received any email from you. Could you please resend the details regarding this case to my email address at jakub.m@casino.guru?

Thank you for your cooperation.

Добрый день!

Приносим извинения.

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear 1win Casino,

Thank you for providing the additional information regarding this matter.

Dear krishnabharath629,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to other accounts, all created or accessed from the same device or location and containing the matching data. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo