1win Casino - Player's account has been unjustly closed.

1Win id 87948027 Hello. The situation is this, I played on this site, the money was not withdrawn for a day, I wrote to the security service email, they asked me for a photo of my passport, registration, and also a selfie with it. Sent. A day later I receive a message with the following content:

Good evening!

Our security service has conducted a check regarding your game account and based on its results we inform you of the following.

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.

Thus, in accordance with the violation of paragraph 9.7, the game account is blocked without the possibility of its restoration.

Best regards, 1win team."

I didn't violate any of these points, what nonsense, what kind of lawlessness is this? I've played in many places, but I've never seen anything like this, to brazenly accuse of imaginary fraud and appropriate other people's money, isn't this fraud on the part of the company?

Dear mzhirayr47,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

In order to better understand your situation and assist you more effectively, could you please provide more details by answering the following questions?

• Have you received any previous communications regarding your account or any warnings about potential violations?
• Is there any possibility that someone from your household or using the same IP also created an account in this casino?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Have your identity documents been approved and verified?
• What types of games did you play? Were they slots, live casino games, or sports betting?

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

Thanks for the answer.

In response to your questions

• I did not receive any warnings.
• Yes, there are players in my family too.
• I have not used any VPN software.
• yes, they checked my documents and after checking they blocked my page
• I played slots. mostly Evoplay, Gamzix, Habanero

Please help me get my money back. It's very important to me right now,

Do your relatives who play at this casino live in the same household as you?

Have you ever accessed your accounts while being in the same building and connected to the same internet network?

Have you, by any chance, used the same device to log into multiple accounts?

Have you used the same payment method on more than one account?

I answered these questions, you ask the same questions.

You have not answered these questions previously, I believe there might be some misunderstanding. I need the answers to the following questions:

Have you and your relatives ever accessed your accounts while being in the same building and connected to the same internet network?

Have you and your relatives, by any chance, used the same device to log into multiple accounts?

Have you and your relatives used the same payment method on more than one account?

Hi. Yes, me and my family members are registered on this site and played from the same house. We have a computer at home that we all use, and yes, something like that is possible. To be honest, it was a few months ago, and I don't remember exactly how I funded my account.

But I distinctly remember that in those days we participated in a tournament organized by the provider Gamzix, and they did not want to give us the winnings. We wrote a complaint to the provider gamzix and they solved the problem. The money came to our account, but when we wanted to cash it out, they blocked our accounts.

Dear mzhirayr47,

Thank you for your patience and for answering our questions.

After reviewing the information provided and the casino’s response, we must inform you that we will be closing this complaint as unjustified.

Based on your confirmation, multiple individuals from the same household were playing at the casino using the same computer. Unfortunately, this creates a situation where the operator is unable to verify that the accounts were used independently, and such activity may be classified as multi-accounting, which is strictly prohibited by the casino’s Terms and Conditions.

From the operator's perspective, using the same device and internet connection for multiple accounts makes it impossible to prove that no abuse occurred. While we understand this may seem unfair, it is a common industry practice to prevent bonus abuse or other forms of fraudulent activity. Once such a violation is detected, casinos often reserve the right to block accounts and confiscate winnings, as outlined in their rules.

We understand this outcome is disappointing, especially considering how important this matter is to you. However, given the circumstances and the clear violation of the rules, we are unable to assist you further.

Thank you for your understanding.

Best regards

Veronika