1win Casino - La cuenta del jugador se bloqueó después de un intento de retiro.

In december '23 I tried to withdraw, using different methods (Astropay, Tron and USDT (TRC)) and all of them were stuck in "pending" status ...

I waited some days to see if the problem was resolved, but it didn't, so I contacted support team. They told me that I should send an email to security@1win.xyz

I sent an email to them on 20th Jan, and they asked me to send them my personal information (I think it was for KYC purposes) and I completed all the steps the same day. They replied saying:

"Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)"

Since then, they blocked my account, and I can't even login anymore, and they're not replying to my emails.

I contacted the chat support from the website and they said I should contact security team, but they're not answering anymore.

Dear nicoroni,

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. Could you please clarify if you received any confirmation from the casino regarding successful verification?

Which games did you focus on while your account was still active - slots, live casino, sports betting? Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hi, thank you for your help.

Could you please clarify if you received any confirmation from the casino regarding successful verification?

No, the only response I received after they requested my personal info (KYC) and I sent it was on 21th Jan, they said this:

Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)

And then they blocked my account (previously I was allowed to login and play)

----

Which games did you focus on while your account was still active - slots, live casino, sports betting? Have you accumulated your winnings with or without an active bonus?

Slots. Without bonus.

Thank you very much for your reply, nicoroni. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I've just sent it to your email. Thanks

Thank you very much, nicoroni, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you nicoroni 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!

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.

Thank you for the clarification 1win Casino representative. Could you please provide any evidence of fraudulent activity to my email? (peter.c@casino.guru) Thank you in advance!

Fraudulent actions? Really?!!!

Just in case, you may see multiple (semi simultaneous) deposits, that's because you had an error with Airtm that didn't allow me to deposit more than the amount I was depositing (I think it was 15000 ARS). It throwed a blank error screen when doing it with higher values.

That's why I made many 15k deposits requests.

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.

What’s the status of this?

This week they replied an email saying the same, but it’s not true… THEY are committing fraudulent actions with me !

Did they provide evidence?

I have all my money blocked and I cannot recover it!!! At least I expect them to return my money!!

Good afternoon

We will provide an answer shortly.

Best regards, 1win team.

Добрый день!

Мы предоставим ответ в ближайшее время.

С уважением, команда 1win.

Good afternoon

Sent evidence by email. Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for providing the evidence 1win Casino representative.

Dear nicoroni, the casino has provided me with evidence of duplicate accounts and believe the steps the casino has taken are justified. Due to that reason, we are unable to assist further and subsequently reject your complaint. 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.

Kind regards,

Peter