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

After verification, they just blocked my account without any explanation, referring to the general rules. I didn't violate anything, I have one account and one crypto wallet.

после верификации просто заблокировали счет без объяснения причин, ссылаясь на на общие правила. я ничего не нарушала у меня 1 учетная запись 1 крипто кошелек

Dear alexandra,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you made any successful withdrawals before? 

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

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Is there a chance that someone in your family or using the same IP address also created an account at this casino? - no, no one in my family uses 1win

Have you made successful withdrawals yet? - No, I just topped up

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

Есть ли вероятность, что кто-то из членов вашей семьи или использующий тот же IP-адрес также создал учетную запись в этом казино? - нет в моей семье никто не использует 1вин

Вы уже делали успешные выводы средств? - нет я только пополнила

Вы накопили свой выигрыш с активным бонусом или без него? - без бонуса

Dear alexandra, thank you for the information provided.

Did you play casino games or bet on sports?

Did you use a VPN?

Casino without vpn

Казино без впн

Thank you very much, alexandra, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello alexandra,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear 1win Casino,

I have received your email. Do I understand correctly that the player is not only accused of opposite betting but also of multiple accounts?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Предоставим ответ в ближайшее время. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

Dear 1win Casino,

Thank you for keeping us informed. I will be waiting for your answer.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear 1win Casino,

I have followed up on your email with additional questions. I am waiting for your answer.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear alexandra,

The evidence that I was able to review shows that you practiced opposite betting, and it also suggests that you have more than one account on the site. Can you comment on this?

Dear alexandra,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.