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

My account was blocked by your team because the said i didn't follow clause 9.7 of 1win's terms and conditions but in I didn't violate any of the rules they said that I violate because I always my account to play aviator game in the casino but they said that I always my account to do legal stuff please what I only want is my pending withdraw of 60000ugx to be completed because that was the main reason of contacting the support team but I was surprised to receive a email that said that my account was blocked and now I have tried to reach out to they support to retrieve my money but they nolonger reply to my emails please note that if my withdraw is not complete I will have to file a complaint about they company to the leisence betting board. because the funny thing is your deposits are very fast but the problem is with your withdrawals and I also wonder why would have to block my account yet it was verified and if it wasn't verifed why did you except the deposit of 60000 that I deposit on my game account so please release my money that's it nothing else

Dear Kasibante,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Have you played any other games besides Aviator?

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

Please forward me the email you received from this casino after your account was blocked at veronika.f@casino.guru. Alternatively, you may post screenshots here.

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

Yeah I had not tried to withdraw it was my first time to withdraw on this account and I only play aviator game because that's all I understand

Thank you for the email and your response.

Could you please specify if you played with or without a bonus?

Did you use any VPN or IP-masking software to access the casino website?

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

Yeah i think someone else created an account using my IP address but I was not using any VPNs to access my account miss but I think someone open ed up an account in 1win casino also

Do you know the person who opened an account in this casino? Is it your friend or a relative living in your household?

Dear Kasibante,

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.