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

Hello, my name is Aleksandro, I have had a 1WIN account since 2022, I still remember almost 2 years since my first deposit of 100 reais..

It's been many days, almost a month since my account was strangely blocked after I made larger deposits, they asked me to send my documents and so I did, shortly afterwards I was surprised by an email replying that I had committed an infraction, in clause 9.7 Since I only made bets and deposits, I don't even remember any withdrawals being made.

Today I find myself with an immense loss, which I can't even resolve by email, phone or chat, they are simply withholding my money that exceeds R$4,000, this is absurd, given that my account is very old and at no point have I provided any assistance due.

[This part was edited by Casino Guru as it contained personal information]

I will take the liberty of attaching some unsuccessful contact attempts.

Because I'm desperate, no one can help me...

please help me CASINO GURU.

I just want my rightful value, I don't believe I did anything to make this injustice happen to me, if necessary, I will send all my documents and proof of identity / CPF

I don't want and I don't want my account to be unblocked, just what is rightfully mine, my money, which at no point does they say they will return, they just say they can't help me with anything.

Olá, me chamo Aleksandro possuo conta 1WIN desde 2022, lembro até hoje quase 2 anos do meu primeiro deposito de 100 reais..

Já se fazem muitos dias quase 1 mês que minha conta foi bloqueada estranhamente após eu realizar depósitos maiores, me pediram pra enviar meus documentos e assim eu fiz, logo em seguida fui surpreendido com um email me respondendo que eu cometi uma infração, em clausula 9.7 sendo que apenas fazia apostar e depositar, nem ao menos me lembro de algum saque sequer ter sido efetuado.

hoje me encontro com um prejuízo imenso, que nem por email, telefone ou chat consigo resolver, simplesmente estão retendo meu dinheiro que ultrapassa os R$ 4.000, isso é um absurdo, visto uma vez que minha conta é muito antiga e em nenhum momento me prestaram qualquer auxílio devido.

[This part was edited by Casino Guru as it contained personal information]

Tomarei a liberdade de colocar em anexo algumas tentativas de contato sem sucesso.

Pois estou desesperado, ninguem me ajuda...

por favor me ajudem CASINO GURU.

desejo apenas o meu valor de direito, não acredito ter feito nada para essa injustiça estar acontecendo sobre min, se necessário, envio todos meus documentos e comprovantes de identidade / CPF

Não desejo e não quero o desbloqueio de minha conta, apenas o que é meu por direito, meu dinheiro que em momento algum se manifestam em devolver, apenas dizem não poder me ajudar em nada.

Dear Aleksandro,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue with 1win Casino. I have checked the Terms and Conditions on the casino website, and this is what I found:

9.7. If the bet participant commits cheating against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for betting, abuse of loyalty programs, etc.), the betting company reserves the right to suppress such cheating by canceling bets and closing the game account of the bet participant.

Could you please tell me if the casino specified exactly which rule you broke?

Do I understand correctly that you had to send your identity documents one more time for verification purposes? Could you please advise if these documents have been approved or not?

What kinds of games did you play?

I have also checked the screenshots you provided us with. It would be very helpful if you forward me the email communication between you and the casino regarding the blocking of your account to veronika.l@casino.guru.

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

Best regards

Veronika

"Could you tell me if the casino specified exactly which rule you broke?" They did not specify

"Could you please advise whether these documents were approved or not?" They also didn't respond about this, just that it is blocked and they don't tell me how to recover my deposited amounts, even via pix containing my CPF and proving identity.

"What types of games did you play?" Sports betting, football, basketball, etc. and sometimes Bac bo at the casino

Thank you for your willingness to help, I will immediately forward all emails sent to them and unfounded responses.

"Você poderia me dizer se o cassino especificou exatamente qual regra você quebrou?" Não especificaram

"Você poderia informar se esses documentos foram aprovados ou não?" também não responderam sobre isso apenas que ela está bloqueada e não me informam como reaver meus valores depositados, mesmo que via pix contendo meu CPF e comprovando identidade.

"Que tipos de jogos você jogou?" Apostas esportivas, futebol, basquete e etc.. e as vezes Bac bo no cassino

agradeço pela sua disposição em ajudar, estarei encaminhando imediatamente todos os emails enviados para eles e as respostas infundadas.

In addition, they insist that I send more emails to security, who have not responded to me for quite some time. I would just like to get my values back and put an end to this injustice.

Em quato isso, eles insistem que eu mande mais email para a security que não me responde, há bastante tempo, em fim. Apenas gostaria de reaver meus valores e acabar com essa injustiça.

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

Hello there,

Thank you Aleksandro 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 was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hi Peter, I appreciate your efforts. Just wait for a response regarding my refund of outstanding amounts on the platform. This keeps me distressed, but I have confidence that they will and are already helping me.

Olá Peter, agradeço o esforço de voces. Basta aguardar uma resposta sobre minha devolução de valores pendentes na plataforma. isso me mantém angustiado, porém tenho confiança que irão e j´á estão a me ajudar.

Does 1WIn usually respond? Every time I tried to contact them, it was almost impossible.

a 1WIn costuma responder? todas as vezes que tentei contato com eles, simplesmnte foi quase que impossível.

Dear Aleksandro, I have had multiple complaints to 1win Casino that I was able to resolve so I'm confident that they will respond soon. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. I understand your frustration but I ask for your patience in this matter.

Thank you in advance!

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.

Best regards, 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.

Practically what they sent me in the email, in the end the block is something that doesn't interest me at the moment, I'm looking for my money in the account that is rightfully mine.

There is even a clause that the blocked player's account must be refunded! I request an agreement, I just can't understand why an account is so old (2022) and they came to block my account almost in 2024 with the same data and without changing bets, even with proof of complete identity and being the real owner of the cpf pix that I used to deposit... I want a solution, not a replica of answers already said 300 times, account blocked OK, but what about my money? Is it for you???

Praticamente o que me encaminharam no e-mail, em fim o bloqueio é algo que não me interessa no momento, eu busco meu dinheiro em conta que é meu por direito.

ate mesmo existe uma cláusula que a conta do jogador bloqueada deverá ter seu reembolso devido! Eu solicito um acordo, apenas não consigo entender o porque de uma conta tão antiga ( 2022 ) e vieram a bloquear minha conta quase em 2024 com os mesmos dados e sem alteração de apostas, mesmo comprovante toda veracidade de identidade e sendo o real dono do cpf pix que usei pra depositar… quero solução, não réplica de respostas já ditas 300 vezes, conta bloqueada OKAY, mas e meu dinheiro? Fica pra vocês ???

Dear 1win Casino Team, could you please provide me with evidence of fraudulent activity to my email?(peter.c@casino.guru) Also, I would like to ask if the player will be refunded their deposit.

Thank you in advance!

Peter, that’s what the casino is…

lose and win, but steal? My deposits, my money in a difficult situation, my daughter having to undergo life-threatening surgery and 1win not even there, I had to go it alone and ask for money from others, in addition to that it caused me immense embarrassment...

I only want the amount that is in my account.

Perter, cassino é isso…

perder e ganhar, mas roubar ? Meus depósitos, meu dinheiro em situação difícil, minha filha tendo que passar por cirurgia risco de vida e a 1win nem ai, tive que me virar nos sozinho pedir dinheiro na pros outros, além disso me causou constrangimento imensos…

desejo a penas o valor que está em minha conta.

Good afternoon

Sent the evidence to peter.c@casino.guru . Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на почту peter.c@casino.guru. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for providing the evidence 1win Casino Team.

Dear Aleksandro, the casino has provided me with evidence of multiple accounts which violates the casino's terms and conditions. Due to that reason, 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.