Onlywin Casino - Player’s account has been closed and funds confiscated.

I have been with this casino for almost a year now and I have made a lot of deposits in this casino over the last year and I've also made a lot of withdrawals over the last year.

Lately I've been winning more than I've been losing and I noticed as I continued to win my withdrawal times got longer and longer it went from a half an hour to an hour and a half to three hours and then this evening was 7 hours but what was different this evening was when I went to log on to check the status of my withdrawal my account was blocked and I was told to contact customer support.

So I contacted customer support and they told me that there is duplicate accounts under my name and they have forfeited my with drawal funds and close my account. they also told me this is a non-reversible decision have a great day.

I then said what can I speak to somebody can I review this because if I do have a duplicate account ount I don't know what you're talking about and if there is a duplicate account it's not active it's never been active and I also told them that I live in an apartment building and we share internet again they said not reversible and would not release any information to me whatsoever.

I said to them multiple times if I had a duplicate account why did you authorize the previous hundred withdrawals I said it has nothing to do with the hot streak I've been on is it no sir again will not tell me anything but I'm out my deposit and my $900 and all of the loyalty and VIP points I put into their casino.

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Dear Habby6725, Thank you very much for submitting your complaint.

I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Were your winnings accumulated with or without an active bonus?

Was your account previously verified? If there’s any relevant communication, please forward it to karla.m@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Karla M.

Yes I was completely verified and I have been for a while. I've done well over I'm going to say roughly 100 withdrawals no problem whatsoever. What happened was is I started winning and I was winning quite a bit lately and then the day of my withdrawal September 1st my limit was maxed so I paused my account for 12 hours until my limit reset I then logged on and requested withdrawal for $900 no bonuses attached whatsoever did not use that deposit with a bonus at all.

So anyways I noticed as I kept winning my withdrawal times got longer and longer they used to be a half an hour then they were an hour and a half then they were 3 hours then this two nights ago we got to about seven or eight hours and I contacted customer support they basically told me some generic statements they always do and I was upset because I knew what they were doing so I told them that and I go to log back in a little later to check and I'm locked out of my account.

I had $900 in withdrawal and when I was locked out of my account I was told to contact customer support when I tried to log in. so I contacted customer support they said no you have multiple accounts and we are confiscating your $900 and your account's blocked you can't appeal it you can't talk about it the decision is final. I was like I'd like to know what account this is because if I do have a secondary account it's from a long long time ago and I don't even know about it and also I share my internet with my neighbors so there's multiple people on my IP address they didn't care they still have not shown me or told me what this other account is if there is another account there's never been a deposit or a verification done on that account.

What happened was is I was battling their typical casino behaviors as in making it hard to withdrawal delaying what they were trying to do was to get me to spend my winnings instead of waiting for my limits to reset and that pissed them off because I was more than likely in the positive quite a bit for winnings at this casino.

I have multiple emails from them and it all says the same thing you had a multiple account we're not discussing it have a great day that's all the information I get.

When I asked them why my previous 100 or so withdrawals had no problem whatsoever again no response when I asked them to show proof of the other account and the verification of the other account nothing they just didn't want me as a customer anymore because I was winning not losing.

And I'm talking about like probably one of their best customers if you look at how many deposits I've made I was second or third level VIP in their casino .

I also requested and they have not responded an independent alternative resolution provider and they have not responded back to that either. That's what their licensing provider says that they need to provide if the complaint cannot be resolved

I even said to them just give me the 900$ and I'll walk away we'll keep my account closed but this is upsetting that you never emailed me once prior to blocking me you never asked me about other accounts through all the previous withdrawals and we're talking about 2 $2000 withdrawals in the last week and no problem whatsoever deposited in my account in less than 5 hours.

Anyways I know what they were doing because they had sent me emails in the past saying that congratulations you're in the positive on winning so they keep track of that stuff. Casinos don't like it when you win more than you lose or you show disciplined behaviors when you win they don't like that either.

It'd be greatly appreciated if you need anything else from me contact me at my email or through this thread again.I do have all the emails between me and them but they're generic with just nope we're not dealing with it.

Sincerely

Dave

Please help I'm retired living on a pension and that $900 would have helped me greatly.

Ty kindly

Dear Habby6725,

Thank you very much for your detailed explanation.

I would like to clarify a few additional points regarding the casino's allegation of multiple accounts:

• Have you ever personally created or used another account at Onlywin Casino, including under a different email address, even if it was created a long time ago and is no longer active?
• Has anyone else ever accessed Onlywin Casino using the same device(s) that you use for your account?
• Have you ever claimed or used any bonuses on a potential previous Onlywin Casino account?
• Have you ever used a VPN, proxy, or any other service that could have changed or masked your IP address while accessing Onlywin Casino?

As you have already confirmed that your current account was fully verified and that the disputed C$900 winnings were accumulated without an active bonus, there is no need to provide this information again.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I don't think I did, I really don't but at the same time if they would provide me with this other account it be greatly appreciated but they're not telling me what email or anything. I do know that my current account is the only account that I've ever deposited in or used a bonus in or had a withdrawal in but as far as going back however long I've been gambling like 20 years to think if I open another I'm not sure but again I can't dispute it or argue it cuz they're not telling me anything.

So no there was no deposits or bonuses ever done in another account.

No my account contains my credit card information I would not disclose that to anybody else and it would violate the policy within the casino.

No I've never used a VPN or a proxy I use my starlink satellite internet and we share it between six of us.

Hello Habby6725,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

thanks

Dear Habby6725,

Thank you very much for your clarification.

Could you please send me any documentation and evidence you have related to this case, particularly the communication with the casino regarding the alleged multiple account, the confiscation of your C$900, and the closure of your account? You mentioned that you have several emails from the casino regarding their decision, so these would be particularly helpful for us to review.

You can attach the evidence directly to this complaint thread or send it to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla M.

Dear Habby6725,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru

Dear Habby6725,

Thank you for requesting to reopen your complaint. We have now reopened the case and are ready to continue the investigation.

Could you please provide an update on the current situation and let me know whether there have been any developments since we last communicated? In particular, please let me know whether the casino has provided any further information regarding the alleged duplicate account, the confiscated C$900 balance, or the closure of your account.

Thank you very much for your cooperation. I look forward to your update.

Karla M.

no they refused to talk to me about it since day. zero progress, did you recieve my email?

Dear Habby6725,

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,Martina, (martina.b@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,

Karla Mayfly

ty so much

Dear Habby6725,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Onlywin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

ty

Dear Habby6725,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.