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

am a legal customer of 1win 29649737 , i deposited a lot of money, after loosing more than 6000$ i decided my remaining balance, but it it didn’t arrive after a month, so i chat them, they asked to provide some documents that i provided without problem, but since june my money have not been released and my account is blocked for no reason, please help me.

Dear Danielbrou,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

Kindly specify when exactly the casino blocked your account. Have you received any explanation if it is blocked permanently or just temporarily?

What games did you play? Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

they blocked my account since july, there was no explanation after i provided the documents they asked me.

i provided all documents asked but since July i have no answer from them and my money is blocked.

I bet on football incomes

I don’t use any kind of bonus

They are now saying that my account is blocked and can not be restored , they locked my account without any proof, i don’t have other account in my name, that was even my first account on a bookmaker. Please note that i have 805usd left in my account.

Dear Danielbrou,

Thank you very much for your answers. Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue. Please understand, that we wouldn't be able to advise you correctly as we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons. Therefore, your complaint will now be rejected.

I’m truly sorry we couldn’t be of more help.

Thank you for your understanding.

Best regards,

Veronika

To clarify the games i used to play, i will correct that i used to bet on casinos like roulette, crash , poker and others football incomes, i didn’t know that i should make these specifications.

We’ve reopened this complaint at the request of Danielbrou. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

Hello i don’t play on football only , i often bet on crash in casinos , roulette and poker, i didn’t know that answer matters

Thank you very much, Danielbrou, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Dear Danielbrou,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide more information on why the player's account is blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Good afternoon

Sent the evidence to michal.k@casino.guru . Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на почту michal.k@casino.guru. Посмотрите, пожалуйста.

С уважением, команда 1win.

i didn’t use any bonus or others things, this is my first account created with one of your partners, even if you closed my account, i need my money because i didn’t use any bonus.

Thank you for your email, 1win team. I have replied back and am awaiting further information to better understand the situation.

Good afternoon

They responded by email michal.k@casino.guru . Look here please.

Best regards, 1win team.

Добрый день!

Ответили на почте michal.k@casino.guru. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for your email and the provided evidence, 1win team.

Dear Danielbrou,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.

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.

Best regards,

Michal

Casino Guru