1win Casino - Player’s account is closed and funds are confiscated.

Hello, I registered an account with 1win and I was told to do a verification the same day which I did and I was able to withdraw funds of 292 cedis on that day. I decided to top up my account again and I staked a bet with the deposited amount. I received a second verification request which I thought was mandatory so I decided to go through it as well. The casino now sent an email to me that I have a dublicate account or I use bot and some other things I do not even know of. When I try to access my account to check what the state of the situation was, I realised my account has been blocked with my funds in it. I tried reaching out to them using the email they had sent me but they are not responding and I do not even know what their problem is. I have zero knowledge of the things they speak of and I want my funds returned to me if they wanna take my account, they can.

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Dear Gabrieljnr,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your account at 1win.

To better understand your situation, could you please clarify the following details:

• Do you have a confirmation that your first verification was successfully approved? If so, could you please provide a copy or screenshot of that confirmation?
• What games (casino games, sports betting, etc.) did you play before the account was blocked?
• Have you received any further communication from the casino besides the email mentioning duplicate accounts? If so, could you please forward it to us?

If you prefer, you can send any relevant documents, screenshots, or correspondence directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Yes, I have prove that of the first verification was successful and I contacted the platform to which the verification was done and they confirmed that when you are asked to verify twice then it will be term a duplicate account. I have been trying to reach the Casino bit they have not been replying. I played Aviator and made my first withdrawal of 23.93 dollars and now I have over 11000 cedis in the account.

T

ese are the two verification request from the casini

To add to that, I tried to engage the support team and let them know of the challenges and the difficulties I was facing. The only thing they could do was delete my post on their page and block me from engaging. I didn't say anything derogatory and I tried to engage the owner of the conpany on the X just to be ignored and my post hidden from his wall. Someone from their team tried to scam that I have to create another account an make a deposit of another 5000 cedis and I told the person I was not going to do cos it is against their policies and that is the same thing I was accused of which I have no hands to play in it, I tried to reach out to customer care to autheticate the identity of the person and nothing was done about that situation.

Thank you very much, Gabrieljnr, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Gabrieljnr,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

Thank you, I would also want the casino to share that information with me and not just quote any clause without giving me evidence of my action which I know nothing of.

Hello!

Following the review, your account has been blocked for violating paragraph 9.7. We strictly adhere to the rules and encourage our players to do the same. Therefore, we never make unfounded decisions.

Sincerely, the 1win team.

I do not accept this feedback, kindly provide me with the evidence that I have violated a clause. You can't unfairly block my account after deliberately sending me two verification links.

Dear 1win Casino,

Thank you for your email. I have responded back with some additional enquiries to better understand the whole situation. I'm looking forward to your response.

Dear Gabrieljnr,

Could you kindly confirm whether you have established and maintained a single account with 1win Casino? Additionally, have any of your family members or friends registered an account with 1win Casino? If so, did you happen to play at the casino simultaneously from the same location, possibly during a visit?

No, I operated a single account and I was actually new to the casino and didn't think there was going to be an issue so I did not even write my account id, I had to reach out to customer care to provide me that information. I have not simultaneously played any bet with any multiple account. The only thing the casino did was to send two verification links to the same email. The first withdrawal I made is still in my account and I haven't touched it ever since.

This was the last withdrawal i made and it is still in my binance account.

Also, someone tried to scam me to make a deposit of 5000 cedis into an account which I almost fell for until I reached out to customer care before they were able to autheticate the identity of the person

I do not have two accounts and I have to placed simultaneous bets or whatsoever. If the casino is claiming I did this, they should provide evidence to that effect. My account was wrongfully blocked and they are not doing anything about it.

With regards to whether my friends or family have created an account with 1win, I can say my family have not created or my friends do not have an account with them. If anyone claims I have affiliations with them, they should provide the identity of the person.

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.

Hello!

Your account has been blocked for violating clause 9.7 of the Terms of Use, section "General Terms and Conditions (hereinafter referred to as the Terms)": If a betting participant commits fraudulent actions against the bookmaker (multi-accounting, use of software to automate bets, playing on arbitrage situations, if the gaming account is not used for betting, abuse of loyalty programs, etc.), the bookmaker reserves the right to stop such fraudulent actions.

We strictly adhere to the rules and encourage our players to do the same. Therefore, we never make unfounded decisions.

Sincerely, the 1win team

Dear Michal, kindly share the evidence with me. I am still in oblivion of what these scammers are talking about.

Dear Gabrieljnr,

I understand your frustration with the situation; however, I must ask you to maintain a respectful tone in your communication. The use of rude, threatening or intimidating language is not permitted on our forum, and it does not contribute to resolving the issue at all. Please be aware that any further inappropriate behaviour may result in your case being rejected. Let’s continue the discussion in a constructive and professional manner.

Thank you for your understanding.

Dear 1win Casino,

I have yet to receive your clarification regarding the issue I mentioned in my previous email, as I believe it is crucial for a comprehensive understanding of the situation.

I'm looking forward to your prompt reply to my email.

Okay, I sincerely apologise for ny earlier comments. Kindly forgive.

Hello!

As previously reported Your account has been blocked for violating clause 9.7 of the Terms of Use, section "General Terms and Conditions (hereinafter referred to as the Terms)": If a betting participant commits fraudulent actions against the bookmaker (multi-accounting, use of software to automate bets, playing on arbitrage situations, if the gaming account is not used for betting, abuse of loyalty programs, etc.), the bookmaker reserves the right to stop such fraudulent actions.

We strictly adhere to the rules and encourage our players to do the same. Therefore, we never make unfounded decisions.

Sincerely, the 1win team

Thank you for the information and evidence provided, 1win Casino Team.

Dear Gabrieljnr,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method in related accounts, and the accounts have been registered from the same location, which cannot be considered a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions, as mentioned in clause 9.7. by the casino team earlier.

You, like any other player, agreed to the casino rules when you registered your account, and it is your responsibility, like anybody else's, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the relevant body in your country if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru