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

I made an investment of BRL 107.00 on the Site via Pix, after playing a few times I got an amount and made the request for my first withdrawal, and to my disappointment after days (they promise 48h) the withdrawal was not processed, I contacted support via email, reporting the situation, after several days they replied that my account was blocked for misuse.

Lie, They are fraudulent, I didn't break any rules, you guys made this up to not pay me.

I played live casino game Speedy 7.

This bookmaker is a fraud, do not deposit your money there, as it only has a gateway.

Fiz um investimento de R$ 107,00 Reais no Site via Pix, depois de jogar alguma vezes consegui um montante e fiz a solicitação do meu primeiro saque, e para minha decepção depois de dias (eles prometem 48h) o saque não foi processado, entrei em contado com suporte através do e-mail, relatando a situação, depois de vários dias eles me respondem que minha conta foi bloqueada por uso indevido.

Mentira, Eles são fraudulentos, eu não violei nenhuma regra, vocês inventaram isso para não me pagar.

Eu jogava no cassino ao vivo no jogo Speedy 7.

Essa casa de aposta é uma fraude, não depositem seu dinheiro lá, pois só tem porta de entrada.

Dear chagaspinho,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you have passed verification before the casino blocked your account? Have you accumulated your winnings with or without an active bonus?

Have you received any further explanation from the casino regarding this situation?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello.

My ID at 1Win - 11***323

Have you made any successful withdrawals before?

no, I was blocked on my first serve.

Could you let me know if you passed the verification before the casino blocked your account?

They asked for photos of my documents to email contact@1win.xyz , so I sent them, but got no response even after 10 days.

Now I'm worried about what they can do with the images in my documents.

Did you accumulate your winnings with or without an active bonus?

The bonus they provide is very difficult to activate, so I never used the bonus I had.

Did you receive any further explanation from the casino about this situation?

No, I just received an email in response that my account was blocked, and they have already removed my access to the platform.

Olá.

Meu ID na 1Win - 11***323

Você já fez alguma retirada bem-sucedida antes?

não, fui bloqueado em meu primeiro saque.

Você poderia informar se passou na verificação antes que o cassino bloqueasse sua conta?

Eles pediram fotos dos meus documentos para o e-mail contact@1win.xyz, então enviei, mas não obtive nenhuma resposta mesmo depois de 10 dias.

Agora eu estou preocupado, com oque eles podem fazer com as imagens dos meus documentos.

Você acumulou seus ganhos com ou sem um bônus ativo?

O bônus que eles disponibilizam é muito difícil de ativar, então eu nunca usei o bônus que eu tinha.

Você recebeu alguma explicação adicional do cassino sobre essa situação?

Não, só recebi um e-mail em resposta que aminha conta foi bloqueada, e eles já removeram meu acesso a plataforma.

Thank you for your reply, chagaspinho. I see that the casino quoted a term from the General Terms and Conditions and there are multiple reasons stated that could cause the account closure.

Are you aware of breaching any of these points? Do I understand correctly that the casino has not further specified why they made the decision to block your account? If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

Dear chagaspinho,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.