1win Casino - La cuenta del jugador se cerró después de ganar.

Good evening. I have been playing on 1win.com for quite some time. Last night, after many losses, I finally managed to win. I reached 800,000 Argentine pesos. The only deposit method available to me is through AstroPay. Everything was going fine. This casino allows withdrawals of a maximum of 120,000 pesos per transaction. I was able to withdraw three times, but I had two withdrawals pending for over 8 hours with no progress. At 10 PM, I logged in to play with the 200,000 pesos I had in my account, but my session was closed. I tried to log in again, but it wouldn’t let me. I spoke with a woman on the support chat and provided all my details, including screenshots of my successful withdrawal requests. She simply told me that my account, including my email and phone number, does not exist on 1win 😴 Without a doubt, I have been scammed. I want help. If this issue is not resolved, I will report it through all possible channels. They closed my account so I couldn’t claim my prize. I thought the site was reputable, but now I see it’s anything but. What can be done?

Buenas noches .les comento vengo jugando en 1win.com hace bastante .anoche después de tantas pérdidas logré ganar .llegue a 800.000$ pesos argentinos . El único medio que me deja depositar es por astro pay .todo perfecto .este casino deja retirar como máximo 120.000$ por operación. Solo me dejó retirar 3 veces . Y quedaron 2 retiros en espera .más de 8 horas y nada .a las 22hs entro para jugar .con los 200.000$ que tenía en la cuenta .y se me cierra la seción. Abro de nuevo y de ninguna manera volvió a iniciar..hablo con una mujer del chat de soporte .le comento le pase todos mis datos hasta capturas de mis premios de retiro que me dejó hacer ..solo me dijo que mi cuenta .ni por el correo ni número de celular existen en 1win 😴 sin lugar a dudas me estafaron .quiero ayuda .si no me solucionan.los denunció por todos los medios que se posible .me cerraron la cuneta para que no pueda cobrar mi premio .pensé que Hera una página seria y veo que son cualquier cosa ... Que se puede hacer ?

Dear eloyprosman14,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that one withdrawal was processed successfully?
• Did you accumulate 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

Good morning, thank you for answering at 1win.com. The games I always use are slot machines.. and my money is from winnings. My last recharge was $250,000 and I managed to win $800,000.. I only managed to make 3 withdrawals of 120,000, which is the maximum that allows me... 🥺

Buen día gracias por contestar .en 1win.com . Los juegos que utilizo siempre son tragamonedas .. y mi dinero es de ganancias mi última recarga fue de 250.000$ y llegué a ganar 800.000$ .. solo logré hacer 3 retiros de 120.000 que es el maximo que me permite ... 🥺

I have the receipts of the withdrawals from 1win.com through astro pay. With the transaction numbers I think we can find the entity that paid me and they have to have my account, it's obvious. Now they tell me that my account does not exist and they do not answer me anymore.

Tengo los comprobantes de los retiros de 1win.com por astro pay . Con los números de operaciones creo que se puede dar con la entidad que me pagó y ellos tiene que tener mi cuenta es obvio. Ahora me dicen que mi cuenta no existe y no me contestan más .

Thank you for your reply, eloyprosman14. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify the dispute value? How much money you had in your casino account before you lost access?

Additionally, please provide evidence you had an active account at this casino (screenshots of your profile, confirmation email, etc.). My email address is kristina.s@casino.guru. Also, please forward me all the relevant communication between you and the casino. Alternatively, you can post everything here. 

Dear eloyprosman14,

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.