1win Casino - Pelaajan tili on estetty petossyytösten vuoksi.

Good afternoon,

Several weeks ago my partner and I registered at the 1win betting house, each with their own separate account, we really like to go to the casino and bet, but we found that my account was blocked by:

"At the same time, we inform you that in accordance with clause 9.7. of the Rules of use of the site, the section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi - account, use of software to automate bets, playing in arbitration situations, if the gaming account is not used for placing bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such actions fraudulent by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. The game account riv*****@gmail.com has been locked and cannot be restored.

I tried a thousand ways to talk to get my money back but they haven't answered me at all, I just want it back in my astropay

My game id is 5*****

Buenas tardes,

hace varias semanas mi pareja y yo nos registramos en la casa de apuesta 1win, cada uno con su cuenta por separado, realmente nos gusta ir al casino y apostar, pero nos encontramos que mi cuenta fue bloqueada por:

"Al mismo tiempo, le informamos que de conformidad con la cláusula 9.7. de las Reglas de uso del sitio, la sección Términos y Condiciones Generales (en adelante, las Reglas), si un apostante comete acciones fraudulentas contra una empresa de apuestas (multi- cuenta, uso de software para automatizar apuestas, jugar en situaciones de arbitraje, si la cuenta de juego no se usa para realizar apuestas, abuso de programas de fidelización, etc.), la compañía de apuestas se reserva el derecho de prevenir tales acciones fraudulentas cancelando apuestas y cerrando la cuenta de juego del participante de apuestas.

Así, de conformidad con la violación de la cláusula 9.7. La cuenta del juego riv*****@gmail.com ha sido bloqueada y no se puede restaurar.

Intente de mil maneras de hablar para que me devuelvan mi dinero pero no me han respondido absolutamente nada, solo quiero que me lo devuelvan en mi astropay 

Mi id de juego es 5*****

Hello pedrorivera,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you both claim any bonuses in the casino? Did you ever play from the same device? What kind of games were you playing - casino games or sports betting? When was the last time you contacted the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

We didn't have any bonus, and I don't remember using the same device but the same IP.

And every day I communicate from the chat on the page and from the email I sent them to specialized support several times and I have no response.

I played casino games

No teniamos ningun bono, y no recuerdo haber usado el mismo dispositivo pero si la misma IP.

Y todos los dias me comunico desde em chat de la pagina y desde el correo les envie varias veces al soporte especializado y no tengo respuesta .

Jugaba a juegos de casino

Hello pedrorivera,

Can you please advise who created the account as first? What kind of games have you been both playing? Did you both use your own separate payment methods to deposit? Was any of the accounts verified?

He created the account first, we played casino and roulette games, yes we used our payment methods and we verified both accounts

él creo la cuenta primero, jugamos a juegos de casino y ruleta, si utilizabamos nuestros metodos de pago y verificamos ambas cuentas

Hello pedrorivera and thank you for all the information provided. As long as only the IP addresses were similar, the casino may reconsider their decision specially if both of you have been verified. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you pedrorivera for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player blocked if individual accounts have been verified.

Thank you!

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.

We would also like to draw attention to the fact that the information about the successful verification of another account reported by the user is not true.

Best regards, 1win team.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

Также хотели бы обратить внимание на тот факт, что информация об успешной верификации другого аккаунта, о которой сообщает пользователь, не соответствует действительности.

С уважением, команда 1win.

Thank you for the 1win Casino representative. Could you provide evidence of the fraudulent activity to my email (peter.c@casino.guru)? Thank you in advance!

I would like to draw attention to the fact that they have almost 300 USD (in Argentine pesos) withheld and prohibiting me from giving up my property.

On the other hand, I want to highlight that two days ago I spoke with support and they told me that the account was connected to 12 other accounts and that that was the reason for the blockage, which I can lend my computer or any type of expertise to verify that It is totally false.

Send my ID, my ID with my face and an invoice in my name for verification.

I sent countless emails demanding explanations and my money to their email Security (which is the area in charge) I NEVER had a response, they did not respond to me at any time, tell me if they withhold 300usd from you and no one responds how would you feel?

Gentlemen, a little empathy. I speak almost every day to the support of the page and they really have me on their hands and from very little they give me information, it is as if they have me as a joke

A mi me gustaria llamar la atencion que tienen casi 300 usd (en pesos argentinos) retenidos y prohibiéndome di mi propiedad.

Por otro lado, quiero destacar que hace dos dias hable con el soporte y me dijeron que la cuenta estaba conectada a 12 cuentas mas y que eso fue motivo del bloqueo, lo cual puedo prestar mi computador o cualquier tipo de pericia para que se compruebe que es totalmente falso.

Envie mi dni, mi dni con mi rostro y una factura a mi nombre para la verificación.

Mande inumerables correos exigiendo explicaciones y mi dinero al mail de ellos Security ( que es el area que se encarga) JAMAS tuve una respuesta, no me respondieron en ningún momento, diganme si a ustedes le retienen 300usd y nadie te responde como te sentirías?

Haber señores, un poco de empatía. Hablo casi todos los dias al soporte de la pagina y realmente me tienen a las vueltas y de muy poquito me van dando información es como si me tienen de chiste

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.

Good afternoon

Sent evidence by email. Look here please

Best regards, 1win team.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста

С уважением, команда 1win.

Thank you for providing the information 1win Casino representative.

Dear pedrorivera, the casino has provided me with evidence of multiple accounts. Due to this, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. 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.