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

i have always been trying to withdrawal my funds ever since i deposited and bet all the money in 1.10 stake and won, all my withdrawal request were not approved and now today i have been denied access to login into my account and the casino does not reply back to my emails, please help me out.

Dear Allan256,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful account verification, we will try to help you.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Are you sure your account is blocked and not audited only? Is there any relevant communication that you could forward 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 

Yes please my account was blocked and i can’t login into it anymore

Thank you very much, Allan256, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Allan256,

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 of why the player's has been blocked?

Looking forward to hearing from you!

Best regards,

Natalia

Hello Allan256!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of "General Terms and Conditions (hereinafter - Rules)" section of the Terms of Use of the site: If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Best regards, 1win team.

Hello 1win Casino

i’m 100% sure i didn’t use any automation software to win i used to pay my games in the right ware i used to play the aviator game only until i noticed someone was in my account when i saw my account balance is 0Ugx and it was bet on the soccer yet it wasn’t me and i contacted about that and i was told to change my password which i did and the same thing continued to happen and contacted your customer care and i was told if i changed the password the hacker is logged out there then i stopped getting replies from you guys after some time my account was blocked and i couldn’t login yet i complained about the unknown bettings going on in my gaming account… the only help i got from you guys was blocking my account with all my winnings. And i even used to try withdrawing my money it wouldn’t be processed even when it reaches 48 hours… You guys are scammers i think.

Dear Allan256,

Sorry for the delay, but please be informed that we've been discussing your case with the casino representative in a private conversation. I'm waiting for more details from them. I'll let you know when there'll be any updates.

Thank you very much for your patience!

Regards,

Natalia

okay Natalia i will be waiting for your feedback.

Hello! We gave Natalia all the information on this case in a personal conversation. This case is still under discussion. 

Dear Allan256, could you please specify if you played casino games at 1win or if you used your account only for sports betting?

Dear Natalia, i swear upon the living God i only used to play the Avaitor game on 1win.. i never played any sports betting games with it.

Dear Allan256,

Unfortunately, we currently cannot offer any solution since the evidence we received from the casino is not enough for us, so we cannot take the casino's side. Now we'll close the complaint as unresolved, although the casino can request to reopen the complaint at any time.

Please, contact the licensing authority to get more information and an explanation about your issue. Get acquainted with the following information: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint. Also, feel free to contact me via email at natalia.b@casino.guru if you need some assistance with this.

I'm sorry for not being of much help with your case. I hope that you won't come across such problems with online casinos again.

Kind regards,

Natalia

Hi all, we've recently received a request to reopen this complaint, since the casino agreed to pay out to the player.

Dear 1win, would you please share some evidence if you already processed the payment? And in what amount? You can send it to my email natalia.b@casino.guru or, alternatively, attach it here and I'll set these files with private access.

Regards,

Natalia

Good afternoon

We asked the player for details for a refund, since the last transaction was about a year ago, and the wallet number may not be up to date.

As soon as we receive a response, the funds will be returned.

Sincerely, 1win team.

Добрый день!

Мы запросили у игрока реквизиты для возврата денежных средств, так как последняя транзакция была около года назад, и номер кошелька может быть неактуальным.

Как только мы получим ответ, средства будут возвращены.

С уважением, команда 1win.

Thank you, 1win team, for the response. I'll set a time for another week so far, I hope that you'll manage to get in touch with the player and receive the necessary details.

Best wishes,

Natalia

Good afternoon

We are still waiting for the player's response about the details for the refund.

Sincerely, 1win team.

Добрый день!

Все еще ожидаем ответ игрока о реквизитах для возврата средств.

С уважением, команда 1win.

Dear 1win Casino team, can you please inform us about any updates?

Good afternoon

On our part, we approved the return of funds to the client, we will send information confirming this factor by e-mail.

Sincerely, 1win team.

Добрый день!

С нашей стороны одобрили возврат денежных средств клиенту, информацию с подтверждением данного фактора направим на электронную почту.

С уважением, команда 1win.

Dear 1win Casino team, thank you for the updates.

Dear Allan256, I hope that we'll hear from you and you can confirm receiving the payment from the casino?

Regards,

Natalia

Dear Allan256,

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.

It appears that this issue may have been resolved since we have received a confirmation from the casino about the payment processed from its side, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

Regards,

Natalia