The player from Chile faced account closure without prior notice and encountered issues with identity verification, as the casino's links for verification were inconsistently processed. The Complaints Team attempted to gather additional information from the player to assist with the investigation but received no response. Consequently, the complaint was rejected due to the lack of communication, which prevented further investigation.
1win Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: 235 p.
1win Casino
Safety Index 8.4 HighCase summary
Discussion
Public
Public
1 year ago
Translation
The casino closes the account without prior notice, identity verification was requested and the casino sent the link twice, the first link was approved and the second was rejected with the message that the request had already been made.
Automatic translation:
Public
Public
1 year ago
Dear Luuis1990,
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 advise if you had any remaining balance in your casino account before you lost access to it?
- Which games did you play - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active 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,
Kristina
