1win Casino - La cuenta del jugador fue bloqueada durante el proceso de retiro.

Dear vihol,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

9.7. If the bet participant commits cheating against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for betting, abuse of loyalty programs, etc.), the betting company reserves the right to suppress such cheating by canceling bets and closing the game account of the bet participant.

Could you please confirm that you aren't aware of breaching this term? Did you receive any confirmation regarding successful verification before the casino blocked your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

My account is already verified and I'm done many successful withdrawal.

I'm not done any froud with 1win.

I'm not breaching any terms.

I don't use any bonus as well.

Please i request refund my balance.

I'm try to communicate with 1win but they not responding,

I don't have any other account as well, I have only 1 account with 1win 35231533.

You can please forward my case and invite 1win representative so they will refund my money

Thank you very much, vihol, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 vihol,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide more information on why is the player's account blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Thank you for joining my complaint,

Dear Michal Sir i don't have multiple accounts,

But they have blocked my account,

Please ask 1Win to refund my account balance.

Thank you

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

Sent evidence by email. Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear 1win Casino Team,

Thank you for the provided information and evidence.

Dear vihol,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with similar email addresses, payment methods, and IPs. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7.

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.

Best regards,

Michal

Casino Guru