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

Dear RohitDubey,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks for your response sir.

Answering your queries :-

1) How long ago I registered my account on 1WIN?

Answer - I have registered my account on 1WIN around March, 2022, that is almost 1.5 Years ago. But I actively started using 1WIN around September,2022.

2) Is my account verification was successful?

Answer - Yes, The account verification was done successfully, It was confirmed by 1WIN security team via a email dated 15.02.2023. I am attaching the email herein

3) Which games I've been playing (live casino games, slots, or sports betting)?

Answer - I have been playing Live casino only, generally the 'Lucky Jet' game and the 'Fan Tan'.

4) Were my winnings accumulated with or without an active bonus?

Answer - I have no active bonus, All my winnings were accumulated through my Deposits only.

THANK YOU !

Thank you very much, RohitDubey, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi RohitDubey,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Please forward any relevant evidence to my email address: tomas.k@casino.guru

Thank you.

Best regards,

Tomas

Good afternoon

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

The account was 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!

Отправили доказательства на почту tomas.k@casino.guru

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,

I have reviewed the evidence provided, and I believe that your customer service phone agent misled the player into creating another account. If this is true, then we cannot accept the decision to block the player's account and confiscate their winnings. The player used real money to obtain their winnings, so there was no unfair advantage taken. They did not claim any bonuses, so they did not gain any unfair advantage from creating a second account.

We respectfully request that you allow the player to verify their account through KYC. Once their account has been verified, and if everything is in order, they should be entitled to their winnings.

Please let us know your thoughts. Thank you.

Kind regards,

Tomas

Good afternoon

We do not agree with the above statement and consider the blocking to be legitimate.

Even in the current complaint, the player mixed up the accounts and indicated the one from which the withdrawal was approved at the time of blocking.

Moreover, the player's balance was withdrawn to his details, we have the right to refuse cooperation with the player, if the funds were sent, the balance was not retained.

Sincerely, 1win team.

Добрый день!

Мы не согласны с вышеуказанным утверждением и считаем блокировку легитимной.

Даже в текущей жалобе игрок перепутал аккаунты и указал тот, с которого вывод был одобрен еще в момент блокировки.

Более того, баланс игрока был выведен на его реквизиты, мы вправе отказаться от сотрудничества с игроком, если денежные средства были отправлены, баланс не удержан.

С уважением, команда 1win.

Dear 1win Casino,

Could you please provide me with information on which account balance was withdrawn and the corresponding amount deducted from the player's account?

If this is correct, we have nothing against closing the player's account.

Thank you.

Kind regards,

Tomas

Good afternoon

Sent information to the mail tomas.k@casino.guru

Sincerely, 1win team.

Добрый день!

Отправили информацию на почту tomas.k@casino.guru

С уважением, команда 1win.

Dear RohitDubey,

It appears that not only one, but both balances (from both accounts) have successfully been transferred to your crypto wallet.

Can you please confirm receipt of the payments? So we can consider the case resolved. Thank you.

Kind regards,

Tomas

No sir, Earlier the withdrawal of the second 1WIN account which was registered with email 'rohitdubey11234@gmail.com' was not processed.

However I checked, They have just yesterday processed this withdrawal after the intervention of Casino guru.

I humbly thank your kind intervention and ensured Justice.

I confirm the receipt of payment, The withdrawal has now been successfully processed.

Now I humbly plea to you that if you can please also consider my second prayer that I have mentioned in the complaint to reinstate my 1WIN account.

As I have already made submission that the reasons given by security team of 1WIN to block my 1WIN account has no merit and completely false. I have not carried out any such activity that violates the said clause 9.7. All the process in my 1WIN account are very smooth with complete fairness. I have stated that in the email that I am ready to provide any documents and other proofs that is required to prove my innocence.

Given that 1WIN has not presented any concrete evidence regarding the specific violation of the said clause 9.7 or the manner in which I violated it, The outright blocking of my 1WIN account does not deem fit.

I kindly ask for your consideration of my request.

Thank You

Dear RohitDubey,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Regarding your request to keep your account open, we really cannot do anything more, as the casino has the full right to decide whether they allow you to play on their platform or not.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas