1win Casino - La cuenta del jugador ha sido bloqueada impidiendo el retiro.

Good afternoon, my 1win account ID 14673845 with a balance of $30 has been blocked. I encountered problems when trying to withdraw, and upon reporting it, I was instructed to send my personal documents for data verification. After doing so, I was told to wait for results over the next 14 days. Several days later, I was informed that my account has been blocked, a reason for which I cannot comprehend since I have never conducted any fraudulent activity against the betting house. I do not have multiple accounts nor any type of software to automate bets, and I have not done anything to contravene the rules of 1Win. I truly need to withdraw my $30, but I no longer have access to my account. Please, I suggest my case be reviewed. I appreciate any help that can be provided to me.

Buenas tardes mi cuenta 1win ID 14673845 con saldo $30 ha sido bloqueada presenté inconvenientes para retirar al comunicarlo me indican que debo enviar mis documentos personales para verificar mis datos al hacerlo me informan que debo esperar los próximos 14 días los resultados a los días me escriben para informarme q mi cuenta fué bloqueada no entiendo la causa pues nunca he realizado ninguna acción fraudulenta contra la casa de apuestas no poseo multicuenta ni algún tipo de software para automatizar apuestas ni he hecho nada que rompa las reglas de 1Win de verdad necesito retirar mis $30 pero ya no tengo acceso a mi cuenta por favor sugiero que revise mi caso aprecio cualquiera ayuda que me puedan proporcionar.

Dear Vicky_Nova,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino inform you about the reasons why your account was blocked?
• 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

Grateful for your answer Tomás, the game is a slot machine, I am a player this year because the account is blocked, I cannot verify the exact month in which I entered, my account was blocked on July 18, they informed me of the blocking by email since I had communicated with them and was waiting for a response regarding the verification, my balance was reached without a bonus.

Agradecida por su respuesta Tomás el juego es un tragamonedas soy jugadora de este año debido a que la cuenta se encuentra bloqueada no puedo verificar el mes exacto el cual ingresé, mi cuenta fué bloqueada el día 18 de Julio me informaron del bloqueo por correo electrónico ya que me había comunicado con ellos y esperaba respuesta en relación a la verificación mi saldo fue alcanzado sin bono.

Could you please send me the email in which the casino informed you about your account being blocked? My email is tomas@casino.guru

Email sent.

Correo enviado.

Thank you very much, Vicky_Nova, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Vicky_Nova 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 is this player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Thank you very much Tomás for so much kindness, very grateful for all the help provided🤗 Greetings Peter, I really want to resolve this situation. I have never had a problem with 1win. For me, it is an excellent betting site. I don't know what happened and because they suddenly blocked my account. Hopefully this situation will be fixed as soon as possible.

Muchísimas gracias Tomás por tanta amabilidad muy agradecida por toda la ayuda brindada🤗 saludos Peter de verdad quiero resolver esta situación nunca había tenido problemas con 1win para mí es un excelente sitio de apuestas no sé que ocurrió y porque de pronto bloquearon mi cuenta ojalá está situación se arregle lo más pronto posible.

Good afternoon

The account has been blocked in accordance with paragraph 9.7 of the rules -

In accordance with clause 9.7. of the Terms of Use of the Site, 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 betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.

Sincerely, 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.

С уважением, команда 1win.

Dear 1win Casino Team, could you please provide evidence of these fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance!

Good afternoon

Evidence has been emailed. Check, please.

Sincerely, 1win team.

Добрый день!

Отправили доказательства на почту. Проверьте, пожалуйста.

С уважением, команда 1win.

Dear Vicky_Nova, the casino has blocked your account due to suspicion of multi-accounting. Could you please provide the transaction history of your payment method so I could review it further?

Thank you in advance!

Due to the 1Win block I can't access my account and see the transaction history 😭 what I don't understand is why multi-account if in order to withdraw you must send all your personal documents which I did only 1 time from my only account.

Debido al bloqueo 1Win no puedo acceder a mi cuenta y ver el historial de transacciones 😭 lo q no entiendo es porqué multicuenta si para poder retirar debes enviar todos tus documentos personales lo cual hice 1 sola vez desde mi única cuenta.

I want to review the transaction history of your payment provider so I require a bank statement or transaction history from your crypto wallet. Thank you in advance!

Excuse me, do you have an email address where I can send this information? I appreciate all the help you can provide me.

Disculpe por casualidad posee algún correo electrónico donde pueda enviar dicha información? agradezco toda la ayuda que me pueda proporcionar.

Of course, I apologize for not providing it sooner. Please send the information to my email address peter.c@casino.guru. Thank you in advance!

Sent transaction history thank you very much it is worth mentioning that my sister recommended the betting site and due to lack of knowledge we did not know that we could not withdraw with the same wallet and sometimes I asked for a favor for greater convenience to this action I did not consider it multi-account anymore that she is one person and I am another, she sends her documents and I send mine, each one has their own separate account, which supports what I am saying, please Peter, help me to recover my money since I really need it and if possible my 1win account which is an amazing site I really don't want to leave the betting site 😭 very grateful for all the help you can give me.

Enviado historial de transacciones muchísimas gracias cabe mencionar que mi hermana me recomendó el sitio de apuestas y por falta de conocimiento no sabiamos que no podíamos retirar con una misma wallet y en ocasiones le pedía el favor por mayor comodidad a esta acción no la consideré multicuenta ya que ella es una persona y yo otra, ella envío sus documentos y yo los míos cada una tiene su sola cuenta por separado lo cual avala lo q estoy diciendo por favor Peter ayúdeme a recuperar mi dinero ya que de verdad lo necesito y si es posible mi cuenta 1win el cual es un sitio increíble de verdad no quiero dejar el sitio de apuestas 😭muy agradecida por toda la ayuda que pueda brindarme.

Dear Vicky_Nova, I have been in contact with a casino affiliate and the casino considers your blocking to be legitimate and its revision is out of the question. I was provided with more evidence of multi-accounting, as well as other accusations of abusing the loyalty system and Twitter draws. Due to the aforementioned reasons, this complaint will now be rejected. 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.