1win Casino - La cuenta del jugador ha sido cerrada por presunto fraude.

Hello good evening,

My name is Dixon, I'm from Venezuela, I started at the casino and everything was going well, I made deposits by mobile payment since it seemed like the fastest way to deposit and I made withdrawals by usdt to binance, everything was going well, I made several deposits and several withdrawals, I loved the casino and I experienced the games and all the features that the casino has, but one day my withdrawal was taking too long and it didn't arrive and I was reading that it could take up to 48 hours, so I decided to wait longer than that time but it didn't arrive and the withdrawal never arrived so I wrote to support, they made me send an email and then ask me for the KYC, I did it, I approved everything well and after a couple of days they send me a message that my account has been blocked for fraudulent actions, I write to the casino again but they don't respond or they respond with the same message from clause 9.7. Where they say that I committed fraudulent actions

At least I would like an explanation of where I committed fraudulent actions and where clause 9.7 or some evidence is missing and if possible at least return my funds that I deposited or that I had left since I lost part of that deposit betting and with that I know nothing more about that casino please.

I think it was perhaps a misunderstanding, because I don't understand what I did or how I committed any fraudulent action.

If there is a possibility, please at least recover my deposit, since it seems unfair to me, I don't even know what fraudulent action I committed, if there is any possibility, I would really appreciate it 🙏

Hola buenas noches,

mi nombre es Dixon soy de venezuela comence en el casino y todo iba bien, hice depositos por pago movil ya que me parecia la manera más rápida para depositar y hice retiros por usdt hacia binance todo iba bien hice varios depositos y varios retiros me encantaba el casino y experimentaba los juegos y todas las funciones que tiene el casino, pero un dia mi retiro se tardaba demasiado tiempo y no llegaba y estuve leyendo que podía tardar hasta 48 horas, asi que decidi esperar más de ese tiempo pero no llegaba ni llego jamas el retiro así que escribí a soporte, me hicieron enviar un correo para luego pedirme el kyc, lo hice aprobe todo bien y después de un par de días me envían un mensaje que mi cuenta ha sido bloqueada Por acciones fraudulentas, le escribo al casino de nuevo pero no responden o responden con el mismo mensaje de la cláusula 9.7. Donde dicen que cometí acciones fraudulentas

Al menos quisiera una explicación de en que parte cometí acciones fraudulentas y falte la cláusula 9.7 o alguna evidencia y si es posible al menos devolver mis fondos que deposite o que me quedaba ya que pues perdí parte de ese deposito apostando y ya con eso no saber nada más de ese casino porfavor.

Pienso que tal vez fue un mal entendido, porque no entiendo que hice o en que cometí alguna acción fraudulenta.

Si existe la posibilidad porfavor de al menos recuperar mi deposito ya que me parece injusto, nisiquiera se que acción fraudulenta cometí, si hay alguna posibilidad lo agradecería mucho 🙏

Dear diixonperrys,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
•  Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you achieve your current balance with the help of a 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,

Tomas

Hi Tomas, thank you for taking care of my case 🫂

I will answer what you asked me.

1. I was a player for just under two weeks

experiencing the casino and all it has to offer.

2. My account was blocked on 03/03/2025

That day I received an email message stating that I had violated clause 9.7 of the site's rules of use. It said I had committed fraudulent acts. It mentioned multiple accounts, the use of automated software, arbitrage situations, the fact that the gaming account was not used for betting, loyalty program abuse, etc.

I understand all of those actions but I don't remember having committed any of the aforementioned.

You haven't specified which of the things I mentioned I made a mistake in? And that's what I'd like to know, and I'd like to be shown with evidence where I went wrong or committed the fraudulent act.

When I write to you by mail

They just respond with the same old message,

the other majority of times they do not respond.

3. Play almost every category and option the casino offers, including slots and everything else, except live card games.

I even tried some games in DEMO mode to practice but that didn't have any effect.

4. I told some friends about the casino, but I don't know if any of them decided to create an account.

5. No, I did not achieve my current balance with the help of a bonus.

I was still looking for the best option to bet my money with more confidence, learning about different games and testing how they worked.

However, I had less money than I deposited, since I made a deposit of $195, then I made some bets in which I didn't do very well, I lost and recovered money and ended up with $182 when I decided to withdraw the money, which never arrived.

In summary

I would just like to know what fraudulent action I committed in violation of clause 9.7

Since I don't know the exact reason because I haven't received a clear answer and it doesn't seem fair to me without evidence.

And if it's possible to recover at least what was left of my last deposit, thank you in advance. 🙏🏻

Hola Tomas gracias por atender mi caso 🫂

Dare respuesta a lo que me has preguntado.

1. Fui jugador por poco menos de dos semanas

experimentando el casino y todo lo que ofrece.

2. Mi cuenta fue bloqueada el día 03\03/2025

Ese dia me llego a el mensaje al correo que dice sobre la violacion de la cláusula 9.7 de las reglas de uso del sitio y dice que cometí acciones fraudulentas, habla sobre multicuenta, uso de software automatizado, jugar en situaciones de arbitraje, si la cuenta de juego no se utiiliza para realizar apuestas, abuso de programas de fidelizacion, etc.

Entiendo todas esas acciones pero no recuerdo haber cometido alguna de las antes mencionadas.

No me especifica en que de esas cosas mencionadas cometí un error? y eso es lo que quisiera saber y que me demostraran con pruebas en que fue que falle o cometí la acción fraudulenta?.

Cuando les escribo por correo

solo responden con ese mismo mensaje de siempre,

la otra mayoría de veces no responden.

3. Jugue a casi todas las categorias y opciones que ofrece el casino, incluyendo traga monedas y todo lo demas, menos juegos de cartas en vivo.

incluso algunos juegos los experimentaba en el modo DEMO para así practicar pero eso no causa ningún efecto.

4. Le comente a unos amigos sobre el casino, más no tengo conocimiento si alguno de ellos decidido crear una cuenta.

5. No, no logre mi saldo actual con la ayuda de un bono.

Aun estaba buscando cual era la mejor opción para apostar mi dinero con mas confianza, aprendiendo de los diferentes juegos y probando como funcionaban.

Sin embargo tenía menos dinero del que deposite, ya que hice un deposito de 195$ luego hice unas apuestas en las cuales no me fue muy bien perdi y recupere dinero y termine con 182$ cuando decidí retirar el dinero, que nunca llego.

En resumen

Solo Quisiera saber cual fue la acción fraudulenta que cometí faltando la cláusula 9.7

Ya que desconozco el motivo exacto pues no he obtenido una respuesta clara y no me parece justo sin evidencia.

Y si es posible recuperar al menos lo que quedaba de mi último deposito, de antemano gracias. 🙏🏻

Thank you very much, diixonperrys, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear diixonperrys,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Good afternoon

The account has been blocked in accordance with Rules 9.7:

In accordance with paragraph 9.7. of the Rules for using the website, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against the bookmaker (multi-account, use of software for automated betting, playing on arbitrage situations if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's game account.

We will send additional information to your email address shortly.

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.

Дополнительную информацию отправим в скором времени на ваш электронный адрес.

С уважением, команда 1win.

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear diixonperrys,

Please be aware that the casino can close your account without giving any reason with an obligation to pay you the funds. Could you clarify which payment method you used to withdraw the funds?

I'll be awaiting your reply.

Hi Stefan, Thanks for continuing my case, Thanks 1Win for responding.

I will answer your question:

I used the cryptocurrency payment method to withdraw my funds, Tether TRC20 in USDT to my Binance wallet.

I had already mentioned this in the first message I wrote, although it doesn't hurt to clarify it again.

I will add an image.

I made my withdrawal via that payment method because it seemed like the best option, given that the devaluation of the local currency in Venezuela is getting worse every day.

Is there any fault with that?

I still don't know the reason for all the reasons mentioned in the clause for which I was blocked.

So if there is a possibility of recovering my funds, thank you in advance. 🫂

Hola Stefan Gracias por continuar mi caso, Gracias 1Win por responder.

Responderé a su pregunta:

Utilice el método de pago en criptomoneda para retirar mis fondos, Tether TRC20 en usdt hacia mi cartera de Binance.

Ya esto lo había mencionado en el primer mensaje que escribí aunque no está demás volver a aclararlo.

Agregare una imagen.

Retire por ese metodo de pago pues me parecia la mejor opcion ya que en Venezuela la devaluacion de la moneda local está cada día peor.

Eso tiene alguna falta?

Aun desconozco la razón de todas las mencionadas en la clausula por la que fui bloqueado.

Entonces si existe la posibilidad de recuperar mis fondos de antemano gracias. 🫂

Dear 1win Casino,

Could you provide us with the hash of the transaction of 182 USDT as proof of payment?

I'll be awaiting your reply.

Hello diixonperrys,

Did you send the funds to the TRC-20 wallet in your Binance account? Once we receive the hash from the casino, I will suggest you to contact the Binance regarding the missing payment.

Hi Stefan, I've already checked my Binance.

I have the payment, thank you very much.🫂

Thanks 1 Win for responding. 🙏

Although I never knew what fraudulent action I committed.

But I had done something wrong without realizing it.

I apologize.

Hola Stefan Ya he revisado mi Binance

Tengo el pago muchas gracias.🫂

Gracias 1 Win por responder. 🙏

Aunque nunca supe que fue la acción fraudulenta que cometí.

Pero de haber cometido algo indebido sin darme cuenta.

Pido disculpas.

Dear diixonperrys,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru