1win Casino - El saldo del jugador desapareció.

Good afternoon and I've been following you for a long time

For reviews but I never signed up because luckily I didn't need to.

I need you today

I opened a few days ago an account

On 1win foreign site

Basically I had charged 55 euros

And luck had kissed me and I reached more than 3000 euros on the account.

Basically I make withdrawals via bitcoin and go to sleep

The next day I wake up

I'm going to check the status of the withdrawals and they were all canceled.

In fact, he gives them to me in red I see the balance

And it's zero euro.

So written to 1win but the assistance is really unclear they don't answer me except to tell me give me your id

Now, checking the date and time of the other withdrawals and plays, I see that someone has entered my gaming account for sure

My gambling account must have been hacked

And they enjoyed ruining me like that.

Now I ask you could you please help me get my 3000 € back in the end I have already changed the password to avoid bad consequences thanks butelli Danilo

Buon pomeriggio e da molto che vi seguo

Per le recensioni ma non mi ero mai iscritto perché per fortuna non avevo avuto bisogno.

Oggi ho bisogno di voi

Io ho aperto pochi gionri fa un conto

Su 1win sito straniero

Praticamente avevo caricato 55 euro

E la fortuna mi aveva baciato e ho raggiunto piu di 3000 euro sul conto.

Praticamente effettuo dei prelievi tramite bitcoin e vado a dormire

L'indomani mi sveglio

Vado a verificare lo stato dei prelievi ed erano stati tutti annullatti.

Infatti me li da in rosso vedo il saldo

Ed e zero euro.

Allora scritto a 1win ma l'assistenza e veramente poco chiara non mi rispondono se non per dirmi mi dia il suo id

Adesso io verificando dato e ora degli altri prelievi e giocate vedo che qualcuno mi è entrato sul conto gioco di sicuro

Mi avranno akerato il conto gioco

E si sono divertiti rovinandomi cosi.

Adesso chiedo a voi potreste per favore aiutarmi a riavere i miei 3000€ in fine ho già modificato la password per evitare brutte conseguenze grazie mapelli Danilo

Hello danilomapelli,

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 your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello I have many chats saved so far they replied to me on 1win istragram saying:

All game actions on the account are performed only by its owner. If you have shared your account data to access third parties, the company is not responsible for these actions.

According to them which person in the world shares sensitive data with third parties I am speechless as well as without my money

Buongiorno io ho tantissime chat salvate fino ad adesso mi hanno risposto su 1win istragram dicendomi:

Tutte le azioni di gioco sull'account vengono eseguite solo dal suo proprietario. Se hai condiviso i dati del tuo account per accedere a terzi, la società non è responsabile per queste azioni.

Secondo loro quale persona al mondo condivide i dati sensibili con terze persone sono senza parole oltre che senza i miei soldi

These are the withdrawals that someone enjoyed canceling and replaying them in addition

Questi sono i prelevi che qualcuno si e divertiti ad annullarli e rigiocarli per giunta

I forgot they never wanted to verify the account there for a few days

Dimenticavo non hanno mai voluto verificato il conto ce lo da pochi giorni

I forgot my winnings are all real money you can check from the deposited history I made a fortune with 55 euros if I sometimes send photos and all

Dimenticavo le mie vincite sono tutte con soldi veri si puo verificare dallo storico depositato avevo fatto fortuna con 55 euro se volte mando foto e tutto

As you can see I deposited 55 euros I made a fortune and they keep saying that I have given my data to other people but do they know what they say when they speak?

Come si puo vedere ho depositato 55 euro avevo fatto fortuna e loro mi contninuano a dire che io ho dato i miei dati ad altre persone ma sanno cosa dicono quando parlano?

Thank you danilomapelli for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello danilomapelli,

I will assist you with the complaint from now on. I would like to ask the representatives of 1win casino to join the conversation in order to help us resolve the issue with the player's account.

1win casino,

could you explain from your point of view the situation described here? What options are there for danilomapelli to pursue?

We would like to ask 1win 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’.

Good afternoon! On the user's account one withdrawal was rejected by the payment system and the funds returned to the gaming account. All subsequent attempts to withdraw the player canceled on their own. There is not a single successful withdrawal on the account. What does the player mean by hacking the account? 

At the moment, the player involved all the deposits, and asked to block the account. At his request, the account was blocked. 

Hello and thanks for the reply to the 1win Casino team.

Could you explain what happened to the player's balance? I am not sure I understand what you mean by:

At the moment, the player involved all the deposits

Could you advise whether the block of danilomapelli's account is still active?

Thanks for your cooperation.

Hello! 

All the money that the user deposited in the game account, he used and won back on the site himself. He made gambling activities in the casino section and bet on sporting events. 

There were no successful withdrawals from the account, so we do not quite understand what the player means by account hack. 

Now the account is blocked at the request of the client, but he can apply again to unblock the account. 

Sincerely, 1win team.

Hello danilomapelli,

Will you ask for your account to be unblocked?

In the meantime,

1win Casino,

Could you please provide us with the danilomapelli's game history from that time that shows what happened with the balance? Much appreciated! Please send it to my email address at tomas@casino.guru

Good afternoon I apologize for my absence but having not had support from 1win because they claim that I myself have played my money I have decided to close the account because I am tired of going after people who do not help you who do not support you because I they stole as they say here in Italy from the face 3000 euros insinuating that I gave my personal data to third parties when I made my withdrawals I went to bed and the next day waking up I see that my withdrawals had been canceled and balance zero.

Tired of this disappointment

Because I was about to give in to depression, I asked for the account to be closed.

If you of casino guru tell me that there is a hope of getting my money back on the account, I ask for the reopening of the account again. Best regards Danilo mapelli

Buon pomeriggio mi scuso dalla mia assenza ma non avendo avuto un supporto da 1win perché sostengono che io stesso mi sia giocato i miei soldi ho deciso di chiudere il conto perché sono stanco di andare dietro a persone che non ti aiutano che non ti appoggiano perché mi hanno rubato come si dice qui in italia di faccia 3000 euro insinuando che io abbia dato i miei dati personali a terze persone quando io ho eseguito i miei prelievi sono andato a letto e l'indomani svegliandomi vedo che i miei prelievi erano stati annullati e saldo zero.

Stanco di questa delusione

Perché stavo per cedere a depressione ho chiesto la chiusura del conto.

Se voi di casino guru mi dite che ce una speranza di riavere i miei soldi sul conto chiedo nuovamente la riapertura del conto. Cordiali saluti Danilo mapelli

Hello danilomapelli,

Please note that the balance is the player's responsibility. If the winnings were returned to your balance and they were played down, there is nothing we can do.

Since you are not aware the winnings were returned to your casino balance, we will need the casino to provide us with proof of this happening.

Thanks for your understanding.

Well, in fact, it takes something to prove that it wasn't me

You tell me how to proceed

Tell me you want in the meantime, maybe I'll reopen the game account

Bene appunto ci vuole un qualcosa una prova che dimostri non sono stato io

Ditemi voi come procedere

Ditemi vuoi nel frattempo faccio riaprire il conto gioco magari

danilomapelli,

The casino representative promised me they'll supply the information. Once they'll do so I'll inform you about my findings. Please, stay patient.

Okay in the frat I ask for the reopening of the game account hoping that everything ends in the right way

Va bene io nel frat chiedo la riapertura del conto gioco sperando che tutto finisca nel modo giusto

Ho mandato email per la riapertura del conto

Questa e la risposta da 1win

To resolve your question, please contact us again after a month from the moment of the last blocking - July 19.

Hello all,

We still haven't received the information the casino representative promised us. I am setting the timer to 7 days. If we don' receive any information we'll be forced to close the complaint as unresolved.

Really pity that these have to go smoothly so believe me I have now put my heart in peace.

But I wonder why they still don't give you the requested information? Maybe because they are wrong and they should give me my money back so they keep quiet so it all ends in their favor, without my fault that I decided to play on i .com

I have to play only on Italian ADM sites

THANKS CASINO GURU CMQ FOR YOUR INTEREST

Peccato veramente che questi la debbano passare lisci cosi mi creda io ormai mi sono messo il cuore in pace.

Ma mi chiedo perché ancora non vi danno le informazioni richieste? Forse perché hanno torto e dovrebbero ridarmi i soldi indietro quindi fanno silenzio cosi finisca tutto a loro favore pasienza colpa mia che ho deciso di giocare su i .com

Devo giocare solo su siti italiani ADM

GRAZIE CASINO GURU CMQ PER L'INTERESSAMENTO

Hello,

we still haven't received the information from the casino. We'll give them a little more time to send it to us.

If we won't receive the information the casino promised us within 7 days we will be forced to close the complaint as 'unresolved'.

Thanks for your understanding.

Hello danilomapelli,

The casino provided us with some data but we didn't find it useful to investigate your issue. We asked them to provide us with additional documents.

Hello danilomapelli,

The casino provided us with your game history and it shows the balance was played down almost immediately after you gained the balance of 3000€.

Please understand that the player is the only one responsible for their account, active balance, and all the bets taking place. Unless there is something I overlooked I don't think we can help you further.

Dear danilomapelli,

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

Hi I'm sorry for not replying earlier.

I said what happened if 1win doesn't want to pay me it's okay so I live anyway but it wasn't me who played or stole money from myself

Salve mi scusa per non aver risposto prima.

Io ho detto quello che è successo se poi 1win non vuole pagarmi va bene cosi vivo lo stesso ma non sono stato io a giocare o rubare dei soldi a me stesso

Thanks, danilomapelli, for the reply.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. We concluded there were no unfair actions from the casino in this case.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.