1win Casino - Player's account is blocked for suspected fraud.

They blocked my account for supposedly having multiple accounts. I've only been leaking this account until I made a normal withdrawal. Yesterday, April 15, 2025, I tried to withdraw and, well, I waited a long time... and today, April 16, 2025, I tried to enter to place a bet since I have a positive balance of $450 and it tells me I'm blocked. Why do they supposedly think the account is fraudulent and that I have multiple accounts ID308581537?

Dear 58412571221,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Good morning. Regarding your question! Yes, my brother has an account on this page.

I have not used VPN.

Yes, I have passed the KYC verification.

I've accumulated my winnings without a bonus. I really don't understand why they blocked me! If I make my deposits without problems, I played without any problems. On one occasion, I withdrew without any problem. This time, when I tried to withdraw, they blocked me. You can see my history there.

I really don't understand why they've blocked me, why they're asking for my information, my documents, and proof of deposits. I need answers.

Does your brother live in the same household as you?

Have you both ever accessed the casino website while using the same IP or internet network?

Have you both used your own payment methods to deposit money into this casino?

Have you both activated any bonuses?

Is your brother's profile fully verified?

Yes of course we both live in the same house!

We use the same internet.

We found out about the page through an influencer we follow. He was advertising the tower game. We decided to join, and we each opened an account! My brother's account was closed and blocked, but I kept my account active.

The welcome bonuses are the only ones they give, at least I don't know.

His must have been verified because he withdrew on several occasions.!!

The fact is that you would win by opening multiple accounts. At least I opened mine and that's the one I've been playing with and they blocked it. Yes, it seems to me that it was multi-account, because they didn't block it from the beginning. Because it let me deposit into the game normally, but to withdraw, the easiest thing is to block my account. I don't see it as fair.

Have you and your brother used the same device (phone, computer) to access your casino accounts?

Have you both used the same payment card or payment method to deposit into your casino accounts?

Could you please specify why your brother's account was blocked?

Yeah, well, we use the tablet frequently. But how was I to know that if he logged in from the same device, they could block him!

At least I used my mobile payment!

I don't really know why my brother's account was blocked. They blocked it, and he never opened it again! I did keep playing. Even though I didn't withdraw because I was losing, I still kept playing. Depositing into the app! In one of those where I managed to win something, I wanted to withdraw and they blocked my account.

Dear 58412571221,

Thank you for your cooperation and for answering all our questions. We appreciate your patience.

After thoroughly reviewing all the available information, we must, unfortunately, reject your complaint.

You have confirmed that both you and your brother created accounts at the same casino, lived in the same household, used the same internet connection, and frequently accessed your accounts from the same device. While we understand that each of you may have been playing independently, using the same device makes it impossible to reliably prove that the accounts were not operated by the same person. This creates a serious breach of the casino's terms and conditions, which prohibit the creation of multiple accounts by the same individual.

Because of this, the casino had sufficient grounds to suspect a violation of its multi-accounting policy and to take action accordingly. Under these circumstances, we’re unable to request the reopening of your account or the release of your balance.

We understand this outcome may be disappointing, but based on the facts provided, we are not in a position to help further.

Best regards,

Veronika

Casino.Guru Team