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

Hello 1win,

I have been unable to make withdrawals after winning a poker game, my account had been restricted, I can't even log into poker games anymore.

Its frustrating that depositing is not a problem but withdrawing becomes a big one,

I do not in anyway violate a rule,this is my first and only account with 1win.

Please....I will like you to look into my account and resolve the problem.

Best regards.

Dear Deenah,

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 how long ago you registered your account and if you’ve completed the account verification successfully? What kind of poker have you played please (tournament, slot machine, or live poker)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear Petronela,

Thank you for your response, the account was opened in the month of may 2022,

I didn't undergo any verification process yet.

I think it is a live poker, I played with someone live on a table.

We both bet with 47$ each and I won it all.

Best regards,

Madina

Do I understand correctly that you have played one game/session only? Could you please forward your game history to petronela.k@casino.guru? Thank you in advance.

I can only see the history for sport games, but for that of casino and spinning I can't see that,probably I would have been able to see the poker games but I'm been denied the access to poker games!

I dropped you a mail to Petronela.k@casino.guru.

Thank you!

Do I understand correctly that you have played one game/session only, please?

No,I have severely played games on my account, I sometimes play basketballs, mostly footballs but this time that I got restricted, I played a poker game....its not my first probably my third time!

I use to use the perfect money system for withdrawals, but they've been delays in payment through perfect money, so I decided to make a withdrawals using crypto method and that was when my account got freezed.

Is there any relevant communication between you and the casino that you could forward to me, please?

Yes Petronela,

I was told not to panic after providing them with my documents for KYC, that my funds will be given to me once the KYC is done.

They asked me to wait for a response within 14days,and its 5days already.

I will like to send you our conversations and to also send to you my documents so you can also make your own verification so as to ascertain my documents as well.

Thank you for ya response, I really appreciate.

Best regards,

Abdulrahaman.

Dear Petronela,

I played a single game/session (porker) with $47 and I won, having a cumulative of $93, then I initiated a withdrawal with $90 and placed an express bet with $1 which was lost,

I am now having a pending withdrawal of $90 with $2 balance in my wallet.

I played a single game/session.

Thank you Petronela.

How much was your last deposit, please?

In regard to relevant communication, you can forward it to petronela.k@casino.guru.

I deposited 47$.

Thank you very much Petronela.

Thank you very much, Deenah, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you Petronela.

Dear Deenah,

I’m sorry to hear about your negative experience. I’ll contact the casino team to see if I can help.

I would like to invite the representatives of 1win Casino to join this conversation.

Dear casino team,

Can you please explain the reasoning behind the decision to block Deenah’s gaming account without and withhold her winnings? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Thank you very much Andrej.

Dear Deenah,

Kindly note that we haven't received any response from the casino yet. We notified the casino team via other means and are currently awaiting their reply.

We would like to ask 1win 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’.

Hello Deenah!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of the Terms of use of the site, section "General Terms and Conditions (hereinafter - Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Best regards, 1win team.

Dear Andrej,

Please look into this situation, this is unfair...I didn't violate a rule, I only played a poker game.

They should provide an evidence of the violation.

Thank you, 1win Casino team, for informing us. Could you please also specify the action/activity that put Deenah in breach of point 9.7? Any evidence that would support your allegations can be forwarded to andrej.p@casino.guru.

I’m setting the timer for 7 days.

Dear Deenah,

Please be informed that your case is being discussed with the casino representative in a private conversation.

As we’re currently waiting for the casino to provide additional information on your case, I’m extending the timer by 7 days.

Dear Deenah,

Please note that we’ve received an explanation from the casino representative and are currently waiting for them to provide us with further details.

In the meantime, I’d like to kindly ask you to provide your bank statement for July 2022 to show that the transactions connected to your deposits were successful. You can forward the information to andrej.p@casino.guru.

Dear Andrej, I have sent in the documents(account statement) to your email address.

Thank you, I really appreciate!

Thank you, Deenah, for your e-mails.

Please note that your case is still being discussed with the casino in a private conversation. As additional time is needed to investigate the issue. I’m extending the timer by 7 days.

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’.

Hello!

I will suggest 1win casino to pay me my money,since there is no relevant evidence to the accusation.

I think it's a network error, that made the 1win experts to think of it as a violation.

I believe the casino is far above taking one's $92 all in the name of scamming a customer.

This will save the casino black points,and the case will be closed as resolved.

It's just a suggestion.

Best regards,

Deenah.

Discussions about the complaint are still going on privately. 

Hello Andrej,

Any progress from the casino?

Seemed you aswell are tired with the case, you've not been responsive for a while now.

Its tiring and upsetting how the casino responses.

Its obvious they lack facts to back up thier decisions.

This is a shame to the casino, holding one's $92!

Dear Deenah,

I apologize for the delayed response. The casino representative has provided us with additional information regarding your case, however, the reasoning behind the decision of the casino to confiscate your winnings is still not entirely clear to us.

The issue will be further discussed with the casino representative in a private thread. I will keep this thread posted on any updates.

Thank you for your understanding.

Thank you Andrej,

It kept surprising me why my funds and account got confiscated.

I have been a loyal player...you can ask them for my entire game history, you can aswell ask them for my deposit and withdrawal histories, you'll find out that I often lose than I win.

I have never used a software to win, I do not even know what arbitrade situation means...all I do is play games with and on the account!

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’.

Good evening!

The requested amount will be returned, the blocking of the game account is not groundless, and therefore cannot be canceled.

We ask the Client to provide details for the return of the above amount.

Sincerely, 1Win team.

Добрый вечер!

Запрошенная сумма будет возвращена, блокировка игрового счета не беспочвенна, в связи с этим не может быть отменена.

Просим Клиента предоставить реквизиты для возврата вышеуказанной суммы.

С уважением, команда 1Win.

Hello,

I have not received the money yet.

Thank you, 1win Casino team, for the update, and thank you, Deenah, for providing the necessary information.

Dear casino team,

Since Deenah has provided the requested details, could you please indicate a time frame in which Deenah can expect to receive her winnings?

Good afternoon!

The amount requested by the user has been sent to the above details (92 USD to USDT wallet).

Sincerely, 1Win team.

Добрый день!

Запрошенная пользователем сумма отправлена на вышеуказанные реквизиты (92 USD на кошелек USDT).

С уважением, команда 1Win.

Hello,

I have received it.

Thank you casino guru for your intervention I really appreciate🙏, also thank you 1win team for paying me my funds.

Hope to see you pay others as well....those two I was tagged with when I reported to your licensing authority.

Below is the screenshot of the feedback.

They also opened a complaint here on casino guru.

It will portrait a good approach if you resolve thier cases aswell, they are Nigerians.

If the casino team wouldn't mind, can 1win team explain to me what my offence was, that led to the blocking of my account?

I will really appreciate if my account can be restored, because I enjoyed playing at the casino.😊

Thank you all.

Kind regards,

Deenah

Thank you, 1win Casino team, for your cooperation.

And thank you, Deenah, for confirming. I’m very glad you’ve received your winnings. We’ve also forwarded your inquiry to the casino representative but haven’t received any response. I’m afraid that all I’m allowed to disclose is that there was a suspicion of abuse in relation to the payment methods used in your gaming account. Should the casino team provide any additional information regarding your case, I’ll forward it to your e-mail.

With that being said, as the issue has been successfully resolved, we will now mark your complaint as 'Resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru