1win Casino - Player's account is closed and withdrawals are delayed.

Dear Sanketrodi,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• 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

1. I was playing the LuckyJet game which is crash game on 1win platform.

2. I already passed the verification process with my KYC documents like Aadhar card and Pan Card.

3. I accumulated my winning without any bonus. The money in my withdrawals and in my wallet was all my in game winnings and the money which was loaded in wallet by myself.

Also I won in 100 scooter giveaway which is running on 1win platform. I was in top 10 number in the 1st stage of the challange. Also was 3rd runner up in 2nd stage challange. I am attaching the same screenshot with that paragraph also.

Hello casino guru,

Please examine my case fast and please get my money back. I just want my money back which was available in my 1win account. Please response fast as I need money urgently.

Thank you for your reply, Sanketrodi. Could you please confirm that you created and used only one account at this casino?

Have you tried contacting the casino for further clarification? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes. I was using 1 account at this platform recently. I had an account before, someone hacked that account and I don't have access to that account. I had complained to 1win for a long time. But I didn't get any help from there. Then I had created this other account. And I am not using any other account now.

I tried to connect to 1win for current issue about account blocking. But I received no response from their team. If 1win can't give me my account back, please refund my money back which was in my 1win account.

Please understand that the vast majority of online casinos prohibit players from opening more than one account (per person) no matter the circumstances. Did the casino permit you to create the second account?

After my account block and deleted, i several times contacted 1win customer care and the personal manager who was assigned to my account. And they said that I have to reset my password and all. But I don't have access of my old account. And after that they said me sorry sir we can't help you with this issue. Please contact security team. And security team didn't responded me single time. After that I created this account. And I used this account for more than 6-7 months before that. And before I made withdrawals. I verified my id with my wife's KYC documents. And 1win already verified my account from their side. I have mail from 1win where they verified my id by their side. I am saying if 1win can't give me my account back, I just want my money refund which was available in my account. 1win verified my account hence I was playing games in my account. And when I loaded money in my account, 1win suddenly blocks it and says I break their rules. That's not fair. I just want my money refund.

Hello Casino Guru, as I am checking, you did not responded my query from last 6 days. As I am waiting for my query to be resolved. Please add 1win in the chat so the solution comes out and I will get my fund back. As I have not done anything wrong. Please waiting here for your help.

I am sorry, but not only did you breach the rules by creating multiple accounts in one casino without permission, but you also submitted documents that do not belong to you? No wonder the casino blocked your account and confiscated your winnings. They acted completely reasonably and in compliance with their General T&Cs. I apologize, but we won't be able to provide further assistance. I can only recommend you always create one account in each casino and provide your own documents to verify your account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.