1win Casino - Player’s account has been closed due to alleged fraud.

Hello dear respected casino guru

I'm Shashank r*** a online casino player from INDIA recently I have created my online gaming I'd on 1win casino and I was playing casino games on my account i saw one day that my I'd is in freeze state as my withdrawals weren't processing so the customer service advised me to contact the security team so I did the same

Then they asked me to re verify my I'd

Then I have successfully completed the kyc PROCESS

Here is the proof

Now in reply after 4 days they are saying I have done any fraudulent activity with them and they are blocking my account

And I'm totally unaware about what they are saying I'm just asking to send me with proof that what fraudulent activity I have done

But now they aren't replying

I know casino guru will help me out and find resolution for me that's why I'm here sir/ma'am

I'm a corporate person and they have done such things to me that was my whole savings and salary that I deposited

So please kindly help me out sir/ma'am 🙏

And ask the CASINO to withdraw my funds I will never play casino on this site if they are doing such things with Indian audience they should get ban from India.

Thank you so much

Dear shashank,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please specify which games you played?
• Did you accumulate your winnings with or without an active bonus?
• Was this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have played several casino games which includes roulette, speed BACCARAT, aviator etc.

And my all bets were legit and organic

And also I haven't used any bonus to play any game

Without any prior notice or without showing any legit proof 1win casino blocked my account after the verification

Only mail or reply they have sent I'm attaching here only in front of everyone

Kindly tell the casino to justify with proof and if they are unable to do so I will not ask for the withdrawals

Sorry for the grammatical error above

Kindly tell the casino to justify with proof and if they are able to do so I will not ask for the withdrawals

They are continuously sending this email

Not providing any justification or proof about my fraudulent activity

Because I have not done such thing that they are claiming about

So I want my withdrawals any how

Tell them to withdraw my winnings

They are playing with peoples emotions they even don't know about anyone's worse conditions

Please casino guru tell them not to do so with me or with anyone

They are saying that players are scamming or doing fraudulent activities

But how can we do this

We are sending them deposits and they are holding our withdrawals so who is doing fraudulent activity here they or us??

Thank you very much, shashank, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you shashank for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello respected sir

Please kindly help me out

And tell the casino to withdraw my pending withdrawals.

And please clarify here itself why they have done so

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.

С уважением, команда 1win.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear casino guru please ask them to send with proof this things they are saying to me on email also but they aren't sending any proofs that what fraudulent activity I have done.

And please kindly ask them to withdraw my pending withdrawals

We would like to ask the 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’ which may negatively affect its rating.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear casino guru & 1win casino representative

Kindly send me also the proof why my withdrawals have been not processed till yet and why you have blocked my account and if you have done so

So why you have done such thing at the time of withdrawals why not when I was depositing

Thank you for the information 1win Casino representative.

Dear shashank, the casino has provided us with evidence of opposite betting with another user in the network from the game provider. We strongly advise against such behavior as it can lead to similar situations in the future as casinos have many ways to check for such activity. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter