1win Casino - Player's account has been closed for alleged fraud.

Hello good evening,

My name is Dixon, I'm from Venezuela, I started at the casino and everything was going well, I made deposits by mobile payment since it seemed like the fastest way to deposit and I made withdrawals by usdt to binance, everything was going well, I made several deposits and several withdrawals, I loved the casino and I experienced the games and all the features that the casino has, but one day my withdrawal was taking too long and it didn't arrive and I was reading that it could take up to 48 hours, so I decided to wait longer than that time but it didn't arrive and the withdrawal never arrived so I wrote to support, they made me send an email and then ask me for the KYC, I did it, I approved everything well and after a couple of days they send me a message that my account has been blocked for fraudulent actions, I write to the casino again but they don't respond or they respond with the same message from clause 9.7. Where they say that I committed fraudulent actions

At least I would like an explanation of where I committed fraudulent actions and where clause 9.7 or some evidence is missing and if possible at least return my funds that I deposited or that I had left since I lost part of that deposit betting and with that I know nothing more about that casino please.

I think it was perhaps a misunderstanding, because I don't understand what I did or how I committed any fraudulent action.

If there is a possibility, please at least recover my deposit, since it seems unfair to me, I don't even know what fraudulent action I committed, if there is any possibility, I would really appreciate it 🙏

Dear diixonperrys,

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 were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
•  Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you achieve your current balance with the help of a bonus?

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,

Tomas

Hi Tomas, thank you for taking care of my case 🫂

I will answer what you asked me.

1. I was a player for just under two weeks

experiencing the casino and all it has to offer.

2. My account was blocked on 03/03/2025

That day I received an email message stating that I had violated clause 9.7 of the site's rules of use. It said I had committed fraudulent acts. It mentioned multiple accounts, the use of automated software, arbitrage situations, the fact that the gaming account was not used for betting, loyalty program abuse, etc.

I understand all of those actions but I don't remember having committed any of the aforementioned.

You haven't specified which of the things I mentioned I made a mistake in? And that's what I'd like to know, and I'd like to be shown with evidence where I went wrong or committed the fraudulent act.

When I write to you by mail

They just respond with the same old message,

the other majority of times they do not respond.

3. Play almost every category and option the casino offers, including slots and everything else, except live card games.

I even tried some games in DEMO mode to practice but that didn't have any effect.

4. I told some friends about the casino, but I don't know if any of them decided to create an account.

5. No, I did not achieve my current balance with the help of a bonus.

I was still looking for the best option to bet my money with more confidence, learning about different games and testing how they worked.

However, I had less money than I deposited, since I made a deposit of $195, then I made some bets in which I didn't do very well, I lost and recovered money and ended up with $182 when I decided to withdraw the money, which never arrived.

In summary

I would just like to know what fraudulent action I committed in violation of clause 9.7

Since I don't know the exact reason because I haven't received a clear answer and it doesn't seem fair to me without evidence.

And if it's possible to recover at least what was left of my last deposit, thank you in advance. 🙏🏻

Thank you very much, diixonperrys, 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.

Dear diixonperrys,

I am so sorry to hear about your problem with the casino. 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 comment on the situation?

Thank you in advance for providing the information.

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.

We will send additional information to your email address shortly.

Best regards, 1win team.

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear diixonperrys,

Please be aware that the casino can close your account without giving any reason with an obligation to pay you the funds. Could you clarify which payment method you used to withdraw the funds?

I'll be awaiting your reply.

Hi Stefan, Thanks for continuing my case, Thanks 1Win for responding.

I will answer your question:

I used the cryptocurrency payment method to withdraw my funds, Tether TRC20 in USDT to my Binance wallet.

I had already mentioned this in the first message I wrote, although it doesn't hurt to clarify it again.

I will add an image.

I made my withdrawal via that payment method because it seemed like the best option, given that the devaluation of the local currency in Venezuela is getting worse every day.

Is there any fault with that?

I still don't know the reason for all the reasons mentioned in the clause for which I was blocked.

So if there is a possibility of recovering my funds, thank you in advance. 🫂

🫂

Dear 1win Casino,

Could you provide us with the hash of the transaction of 182 USDT as proof of payment?

I'll be awaiting your reply.

Hello diixonperrys,

Did you send the funds to the TRC-20 wallet in your Binance account? Once we receive the hash from the casino, I will suggest you to contact the Binance regarding the missing payment.

Hi Stefan, I've already checked my Binance.

I have the payment, thank you very much.🫂

Thanks 1 Win for responding. 🙏

Although I never knew what fraudulent action I committed.

But I had done something wrong without realizing it.

I apologize.

Dear diixonperrys,

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