The player from Ecuador found his 1win account blocked, which prevented him from using it or withdrawing his funds. He sought clarification on the reason for the block and the steps needed to recover his account. The issue was resolved when the player confirmed that he had successfully withdrawn his funds, leading the Complaints Team to mark the complaint as 'resolved'. The casino had initially blocked the account due to alleged violations of their rules but ultimately allowed the player to access his winnings.
1win Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: $310
1win Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
What happened is that today I checked my 1win account to see how my withdrawal was going, and it showed that my account was blocked and I can no longer use it or withdraw my money. I'd like to know why and what I would have to do to recover it. Thank you.
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8 months ago
Dear davidisraelj48,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you contacted casino support and asked for an explanation? What response have you received?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Of course answering the first question, I played for 3 days or so, and it was blocked yesterday, I found out when I was trying to enter my account and it told me that it was blocked, then I received an email, I played slots, I didn't get my balance without the help of the bonus, and I did contact the support service and they told me to send an email to , that they will respond to me within 14 to 30 days, and regarding this same thing they sent me an email in which they said that my account was blocked by article 9.7.
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8 months ago
Thank you very much, davidisraelj48, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Hello davidisraelj48,
I am so sorry to hear that your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.
Dear 1win Casino,
Could you please state why the player's account got blocked?
Thank you in advance for providing the information.
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8 months ago
Translation
Good afternoon
The account has been blocked in accordance with Rules 9.7:
In accordance with paragraph 9.7. of the Rules for using the website, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against the bookmaker (multi-account, use of software for automated betting, playing on arbitrage situations if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's game account.
Best regards, 1win team.
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8 months ago
Dear 1win Casino,
Thank you for your response and the information you have provided.
Could you be more specific about what the player has violated?
I'll be awaiting your reply.
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8 months ago
Hello, Stefan!
We have requested additional information from specialists for you, but unfortunately we have not received a reply yet.
We very much hope to get back to you with information as soon as possible. Thank you for waiting.
Regards, 1win team.
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8 months ago
Hello, Stefan!
We are glad to inform you that we have received the necessary information for you and sent it to your e-mail address.
Please check if you have received our letter.
We will be waiting for your reply.
Regards, 1win team.
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8 months ago
Dear 1win Casino,
Thank you for your response and the information you have provided.
Hello davidisraelj48,
Please, be aware that the casino has the right to close your account without any reason, with an obligation to pay you the funds. Did you manage to receive the withdrawal from the casino and you current balance is zero?
I'll be awaiting your reply.
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7 months ago
Dear davidisraelj48,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Translation
Yes, yes, I managed to withdraw my money.
Edited
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7 months ago
Dear davidisraelj48,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
