1win Casino - La cuenta del jugador fue bloqueada.

Hy, my name is Parth **** from India I have been using 1 Win from past couple of weeks, but suddenly they stop my withdrawal and when I try to contact them to ask for a few documents to verify my account and after submitting it the suddenly block my account on 15/06/2023 in the clause of 9.7, for which I've sent them couple of emails to prove it or to give sustainable evidence of violation of their clause but haven't receive any reply from their side. my amount of 41500 has been blocked. and also they are not replying my mails

Dear parthpatel23121997,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance 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,

Tomas

I usually play live games, some time casino. and my current balance is 41500 without any bonus

Thanks for your reply.

Before we contact the casino, could you please forward me the communication you received from the casino regarding the issue?

My email is tomas@casino.guru

I have send u all the mails that I have received by them first they ask me for verification and then they block my account after successfull verification

Thank you very much, parthpatel23121997, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear parthpatel23121997,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Good afternoon

Sent information to e-mail stefan.m@casino.guru.

Sincerely, 1win team.

Добрый день!

Отправили информацию на электронную почту stefan.m@casino.guru.

С уважением, команда 1win.

can you please share the information with me.

Dear 1win Casino,

I will review the evidence and respond here after I do that.

Kind regards,

Stefan

is there any update related to my complain

Dear parthpatel23121997,

Due to the absence of my colleague, I'm now taking over your complaint. I'm sorry about the delay caused.

Let me contact the casino once again in order to investigate the matter.

Dear 1win Casino,

I kindly ask you to forward any relevant evidence regarding the case to my email address: tomas.k@casino.guru

Thank you very much.

Kind regards,

Tomas

Good afternoon

We sent the evidence to the mail tomas.k@casino.guru .

Sincerely, 1win team.

Добрый день!

Переслали доказательства на почту tomas.k@casino.guru .

С уважением, команда 1win.

Dear parthpatel23121997,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and using the same payment method in all associated accounts.

The casino acted correctly and within its terms and conditions.

Sorry that we couldn't 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. We are here to help.

If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas