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

User ID: 345447832. Since April 26th, I have been trying to withdraw 302 soles. I contacted support and they told me to cancel and try another payment method. I did so again, and more than 24 hours have passed and it's still not working. I contacted them again and they told me to write to the following email address: security@1win.social I was sent a link to verify my identity, including uploading my photo, a personal photo, and both sides of my ID. The system approved and validated the information. Hours passed, and when I tried to access my account, it said my user account was blocked. I contacted support, and they told me they couldn't provide an explanation and that I should send more emails. I did so, and 1win responded as follows:

"Hello!"

Our security service has carried out a comprehensive and objective check regarding your game account [email address hidden by Casino Guru] and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 12.8. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 12.8. game account [email address hidden by Casino Guru] has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice."

As I explained in their terms and conditions, they do not have the right to withhold my deposit. I have asked them to return my initial balance because I am now afraid they will continue doing this, and I do not trust the platform. Please, I need your help, at the very least, to return my initial deposit balance because even though the profits were small, I don't understand why they withheld my deposit if I successfully completed the verification process.

ID de usuario: 345447832. Desde el día 26 de abril vengo intentando de hacer un retiro por el valor de 302 soles. Me contacté con soporte y me indicaron que cancele e intente otro método de pago. Volví a hacerlo y pasan más de 24 horas y no funciona. Me contacté nuevamente y me indicaron que escriba al correo: security@1win.social. Me pasaron un link para verificar mi identidad, tanto como mi foto, foto personal, documento de identidad de ambos lados. Y el sistema aprobó y valido los datos. Pasaron horas y cuando deseo ver mi cuenta dice que el usuario está bloqueado. Me comuniqué con soporte y me indicaron que no me pueden dar razón y que envié más correos. Procedí a hacerlo y 1win me indicó lo siguiente:

"Hello!

Our security service has carried out a comprehensive and objective check regarding your game account [email address hidden by Casino Guru] and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 12.8. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 12.8. game account [email address hidden by Casino Guru] has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice."

Por lo que les indiqué en su clausula no indica que tengan el derecho de retener mi dinero deposito. Les he pedido que me devuelvan mi saldo inicial porque ya tengo temor que sigan haciendo esto siempre y no confío en dicha plataforma. Por favor requiero su ayuda al menos que me devuelvan el saldo inicial de mi depósito porque aunque las ganancias fueron pocas, no entiendo del porqué si pasé satisfactoriamente el proceso de verificación.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

Best regards

Veronika