The player from Spain had deposited €430.18 and had a balance of €1080.35, but his withdrawal request was denied by 1win, who cited article 9.7, despite his claim that he had complied with all terms and conditions. He argued that 1win violated their own rules by not refunding his deposit. After reviewing the case, it was determined that the complaint was unjustified due to breaches of the casino's terms, specifically regarding multiple accounts linked to the same device and IP address. The casino's actions were found to be in accordance with its established rules, which led to the rejection of the player's complaint. However, the deposit refund was processed and returned to the player after further mediation. The case was closed as unjustified due to confirmed rule violations, but the deposit refund was successfully facilitated.
1win Casino - Player’s withdrawal has been denied.
Unjustified complaint
Amount: €1,080
1win Casino
Safety Index:HighCase summary
Translation
Hello, I deposited 430.18 euros into the account and after playing at the casino and betting, I have a final balance of 1080.35 euros.
I successfully verified the account, according to 1win and then requested a withdrawal but 1win denied it according to article 9.7.
I want to make it very clear that I have never violated any article of 1win since I have correctly followed all of 1win's terms and conditions. Furthermore, the 1win articles themselves clearly state that if article 9.7 applies, they must at least pay me back the deposit, and they are not doing so; therefore, they themselves are violating their own rules.
9.7. If a betting participant commits fraudulent acts against the bookmaker (multiple accounts, use of automated betting software, participation in arbitrage situations, if the betting account is not used for placing bets, abuse of loyalty programs, etc.), the bookmaker reserves the right to stop such fraudulent activities by:
cancellation of bets;
close the bettor's account with the return of the funds deposited into the account as a deposit;
It calls on law enforcement agencies to address the fact that the gambler has committed fraudulent acts.
Information: https://1win-casino-online.com/general-terms-and-conditions-for-using-1win
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
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 whether you currently have access to your casino account?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- 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
TranslationGood afternoon,
1) I cannot access the account
2) No one in my household has created a 1win account. I created the account on the recommendation of a friend, and when I've been with him to watch a football match, I don't know if our IP addresses were crossed when sharing Wi-Fi because I don't remember.
3) No bonus has been used to accumulate earnings
Thank you so much for all your work.
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Dear Miguelangelluque
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
TranslationThank you for everything, you're very kind.
Hello Miguelangelluque,
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 and to see if I can help somehow.
We would like to invite 1win Casino to join the conversation.
Dear 1win Casino,
I would appreciate more details regarding the player's actions that were considered a breach of rule 9.7, as was communicated to the player, because it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru, including the supporting evidence of the rule violations.
Hello!
Following the completed review, your account was blocked under article 9.7. We adhere strictly to our rules and never make such decisions without a factual basis.
The detailed information regarding this block is currently being clarified by the specialist team, and we will provide additional updates once their review is completed.
Hello!
We sent the information provided by the specialists to the site moderators by email.
Thank you for the information and evidence provided, 1win Casino Team.
Dear Miguelangelluque,
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 with the same device, same IP address and strikingly identical betting behaviour in the sportsbook. 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 agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.
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, and we will try our best to help.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the request of Miguelangelluque. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear 1win Casino Team,
Although the violation of rules has been established, resulting in the player being ineligible for the winnings, the player has communicated to us that they have yet to receive their deposit refund. Could you kindly inform us when the refund of the deposit will be initiated from your end?
Hello!
We have carefully reviewed your complaint regarding the rejection of your withdrawal request. Unfortunately, after thoroughly analyzing your gaming activity and comparing the data with our terms and conditions, we are forced to confirm our decision to reject the withdrawal.
During the review, we found a violation of section 9.7 of our rules regarding the use of multiple accounts linked to a single device and IP address. This violation is strictly prohibited on our platform in order to ensure fair play and prevent fraudulent activity.
We understand your disappointment with this situation, but compliance with the rules is a priority for us.
Thank you for your understanding.
Dear 1win Casino Team,
I appreciate your response, and I would like to emphasise that in this particular instance, I support your actions concerning the player's winnings, and the violation of rule 9.7 by the player has been confirmed. The sole purpose of reopening this case was to assist in reaching a resolution regarding the refund of the player's deposit. Could you please let us know when the refund of the deposit will be processed from your side?
Hello!
Our specialists require additional time to fully and correctly resolve your request. Your request is undergoing an extended review, which means that it has been placed under enhanced monitoring and is being given priority consideration.
Dear 1win Casino Team,
Thank you for your email. I have replied and am awaiting your response.
Hello.
Please send your current crypto wallet on the TRC20 network for a deposit refund.
Hello!
The TRC20 wallet you specified has been forwarded to the relevant department for processing the refund. The information has been recorded, and the process is being carried out as part of the standard procedure.
TranslationWhen I receive the refund, I will post it here.
I haven't received it yet.
Dear Miguelangelluque,
Thank you for your response. I look forward to your confirmation once the refund has been received.
TranslationGood afternoon,
I confirm that I have received the correct amount corresponding to the initial deposit. I would like to express my sincere gratitude to CasinoGuru for their mediation efforts, highlighting their professionalism, diligence, and thoroughness throughout the entire process, which proved crucial in the partial resolution of the dispute.
Regarding 1win, I feel it necessary to state that I have fully complied with all the terms and conditions, as well as the contractual obligations required of platform users. Nevertheless, the unilateral decision to withhold and cancel the profits earned lacks, in my opinion, objective and proportionate justification, and is contrary to the principles of good faith and transparency in contracts.
I understand that this action is not an isolated incident, but rather a practice that could be affecting other users in similar situations. For this reason, I consider it legitimate and necessary to publicly document what happened and encourage anyone experiencing payment problems with this entity to file the appropriate complaints, both on this platform and through other public channels.
It is particularly worrying that a company with the size and economic capacity of 1win adopts decisions that deprive customers who have acted honestly and in accordance with current contractual rules of benefits.
Dear Miguelangelluque,
Thank you for confirming that you have received the refund. I’m glad I was able to assist you at least in this regard.
While you are certainly entitled to your viewpoint regarding the situation, as I previously mentioned, it has been established that you have violated the casino rules. As a result, due to these breaches, you are not eligible for the winnings. The same consequence applies to any other player who infringes upon the casino regulations.
Like everyone else, you must adhere to the casino rules to qualify for any winnings. When you registered your account and engaged in gameplay, you agreed to comply with these rules.
If you still believe that the casino has treated you unfairly, you are welcome to reach out to the casino's licensing authority or any other pertinent authority in your area.
Please inform me at michal.k@casino.guru about their response and decision if you choose to pursue this option.
With that said, I will now proceed to close this case as Unjustified.
I highly recommend that you take some time to read, comprehend, and most importantly, adhere to the casino’s terms and conditions to prevent similar issues in the future.
Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us, and we will try our best to assist you.
Best regards,
Michal
Casino Guru
