1win Casino - Player’s account is closed with unresolved withdrawal.

Hi, my account was closed. I have sent multiple emails across this past week and I have not received any response, only that I should send an email from the email of my account which is this email so I don't know why I was told that. I have done nothing wrong on my account, I made a withdrawal, completed verification as requested and then my account was closed. I haven't received any answer regarding the withdrawal of my funds, neither of the deposits I made on my account, at least. My id is 32973025

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Could you please let me know how long you were a player at the casino and when exactly your account was blocked?

About a month ago, it was blocked a week and a half ago

How did you find out your account was blocked?

They sent me an email

What games did you play to build up your current casino balance? (slots, live/table games, sports betting)

Both, casino and betting

Did you achieve your current balance with the help of a bonus?

No

Could you share with me your communication with the casino regarding the issue?

9.7. If a betting participant commits fraudulent actions against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the betting account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to the right to stop such fraudulent activities by:

cancellation of bets;

closing the account of the bettor with the return of funds deposited to the account as a deposit;

Yet I haven't received my deposit. I don't even know why my account was closed, but they are not applying their own terms if they haven't returned my deposits

Thanks for your reply.

• Have you provided any documents required for verification to the casino?
• Was your account verified?
• Have you previously withdrawn winnings from the casino?

Please let me know.

Have you provided any required documents for verification to the casino?

Yes, I passed the verification with my ID and face.

Was your account verified?

Yeah

Have you previously withdrawn winnings from the casino?

No

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

Hello pocahontas23232,

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

Hello.

Your request is currently being reviewed by our specialists. Please wait.

Sincerely, the 1win team.

9.7. If a betting participant commits fraudulent actions against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the betting account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to the right to stop such fraudulent activities by:

cancellation of bets;

closing the account of the bettor with the return of funds deposited to the account as a deposit;

appeals to law enforcement agencies on the fact of committing fraudulent actions by such a bettor.

Источник: https://1win-casino-online.com/general-terms-and-conditions-for-using-1win

Closing the account for suspicion of another account is one thing, which by the way has never happened to me and I haven't created a second account on this website never. But not even paying the deposits and not listening to your own terms of service, which I have copied from that website... it's another thing

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 request is still being reviewed by our specialists. We need a little more time.

Sincerely, the 1win team.

Dear 1win Casino,

I understand that compiling the information and evidence can sometimes take a bit of time. I'm looking forward to your clarification.

They've given me three weeks to respond, since they clearly have no proof that I've used multiple accounts because I haven't, and furthermore, they don't follow their own terms.

Hello!

We have verified the information in your application and sent all the necessary information to the moderator by email.

Sincerely, the 1win team.

Dear pocahontas23232,

Could you kindly confirm whether you have established and maintained only 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?

I've only used one account on 1win; I haven't used any other accounts. As far as I know, no family member has bet or registered at this casino. I did use a VPN from Andorra; I don't know if the IP address happened to coincide with someone else using a different VPN, but I didn't create another account myself.

Dear pocahontas23232,

Could you please confirm whether any of your friends or people you might know hold an account with 1win? Additionally, I would like to know if you might have played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering.

Yes, 1win was recommended to me by an acquaintance in my group of friends. I imagine he'd used it before, but I'm not very close to him. I didn't really use this casino for very long, but we might have gotten together to watch a game as a group once, and maybe I placed a bet then, but it's not at all common. The rest of the time I used it, I was at home or out and about, and I don't know if he was using 1win back then too. Anyway, I didn't know that was illegal; I'm not related to him.

Dear pocahontas23232,

Thank you for your response. I'm awaiting feedback from the casino team on my latest email to them.

An update on your case will be provided once it's available.

Dear 1win team,

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

Hello!

We have reviewed the details of your request and sent all the necessary information to the moderator via email.

Sincerely, the 1win team.

Dear 1win team,

I have once more responded to your email with additional questions, as it appears that the situation has become somewhat more complex than it initially was.

Hello.

Please send me a current crypto wallet in the TRC20 network to return the deposit in the amount of €255.05.

Sincerely, the 1win team.

Dear pocahontas23232,

I have conferred with the casino team regarding your case, and I have obtained evidence indicating a breach of the rules on your part, as you have been previously notified. The sole form of "compensation" that the casino was somehow obligated to provide was the return of your deposit. Due to the violation of the rules, the winnings have been confiscated, and you are not eligible for any additional compensation.

I hope this clarifies the matter. Please inform me once you have received the refund.

Dear pocahontas23232,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I haven't received it yet.

Hello!

The information has been forwarded to the appropriate department.

Please wait; we'll get back to you with a response once the transfer is complete.

I haven't received it yet.

Hello!

Тhe refunded amount was sent to the wallet you specified.

OK, received.

Dear pocahontas23232,

Thank you for acknowledging the receipt of the refund. May I take this as confirmation that the matter has been clarified/addressed?

I suppose, although I continue to defend my innocence regarding the accusations of fraud or multiple accounts

Dear pocahontas23232,

You are, of course, entitled to your own view of the situation. However, that does not necessarily mean your interpretation is correct. As I mentioned earlier, we have obtained evidence indicating that a rule violation occurred on your side—something the casino team had already informed you about. Based on this, the casino’s actions were in line with the terms and conditions you agreed to when registering your account at 1win Casino.

If you still believe your position is justified, you are welcome to contact the casino’s licensing authority or any relevant regulatory body in your country. Unfortunately, we are not able to provide any further assistance in this matter. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

I strongly recommend that you take some time to read, understand, and most importantly, follow the casino’s terms and conditions to avoid similar situations in the future. Because of the confirmed rule breaches, I will now close this case as Unjustified

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