1win Casino - Pelaajan kotiutuspyyntö on hylätty.

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

Buenas, ingreso 430.18 euros en la cuenta y tras jugar al casino y apuesta, tengo un balance final de 1080.35 euros.

Verifico satisfactoriamente la cuenta, segun 1win y a continuacion solicito un retiro pero 1win me lo niega segun el articulo 9.7.

Quiero dejar muy claro, que nunca he incumplido ningun articulo de 1win ya que he seguido correctamente todos los terminos y condiciones de 1win, ademas en los propios articulos de 1win, dice claramente, que en caso de aplicar el articulo 9.7, como minimo me debe pagar el deposito y no lo hace, por lo tanto ellos mismo incumplen sus normas.

9.7. Si un participante de apuestas comete actos fraudulentos contra la casa de apuestas (multicuenta, uso de software de automatización de apuestas, participación en situaciones de arbitraje, si la cuenta de apuestas no se utiliza para realizar apuestas, abuso de programas de fidelización, etc.), la casa de apuestas se reserva el derecho de detener dichas actividades fraudulentas mediante:

cancelación de apuestas;

cerrar la cuenta del apostador con la devolución de los fondos depositados en la cuenta como depósito;

Hace un llamamiento a los organismos encargados de hacer cumplir la ley sobre el hecho de que dicho apostador haya cometido acciones fraudulentas.

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

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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

Good 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.

Buenas tardes,

1) No puedo acceder a la cuenta

2) Nadie de mi hogar ha creado cuenta en 1win. La cuenta la cree por recomendación de un amigo y cuando he estado con él, para ver algun partido futbol, ignoro si se ha cruzado IP, al compartir wifi porque no me acuerdo.

3) NO se ha usado ningun bono para acumular ganancias

Muchas gracias por todo su trabajo

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

Thank you for everything, you're very kind.

Gracias por todo y muy amable.

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.

When I receive the refund, I will post it here.

I haven't received it yet.

Cuando reciba el reembolso , lo pondré aquí.

De momento , no lo he recibido

Dear Miguelangelluque,

Thank you for your response. I look forward to your confirmation once the refund has been received.

Good 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.

Buenas tardes,

Confirmo que he recibido correctamente el importe correspondiente al depósito inicial. Deseo agradecer expresamente a CasinoGuru la labor de mediación realizada, destacando su profesionalidad, diligencia y rigor durante todo el proceso, que ha resultado determinante para la resolución parcial del conflicto.

En relación con 1win, considero necesario dejar constancia de que he cumplido en todo momento con la totalidad de los términos y condiciones, así como con las obligaciones contractuales exigidas a los usuarios de la plataforma. Pese a ello, la decisión unilateral de retener y cancelar los beneficios obtenidos carece, a mi juicio, de justificación objetiva y proporcional, resultando contraria a los principios de buena fe contractual y transparencia.

Entiendo que esta actuación no constituye un hecho aislado, sino una práctica que podría estar afectando a otros usuarios en situaciones análogas. Por este motivo, considero legítimo y necesario dejar constancia pública de lo ocurrido y animar a cualquier persona que experimente problemas de cobro con esta entidad a que formule las reclamaciones oportunas, tanto en esta plataforma como en otros canales de carácter público.

Resulta especialmente preocupante que una empresa con la dimensión y capacidad económica de 1win adopte decisiones que suponen la privación de beneficios a clientes que han actuado de manera honesta y conforme a las normas contractuales vigentes.

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