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

Good morning Miss Veronika,

• Sports betting; such as football, baseball, basketball, and video game competitions. And also on slot machines like Bonanza, Olimpo, etc. All offered by 1win.
• Without a bonus, even though 1win offers a bonus when you make a deposit, and that option is automatically activated by them, I later canceled it because their bonuses have a high rollover requirement, which I don't like. Most recently, when I made a withdrawal, I had 1win coins that I had accumulated from my spending on their platform. I redeemed them because they came from my own investment, but I don't want them anymore either. Despite my effort to earn them, I prefer not to use that dubious platform anymore. I only want my deposited balance back.
• No, I'm the only one who has an account as far as I know.

Thank you for your prompt response

Kind regards,

Percy

Buenos días señorita Veronika,

• Apuesta deportivas; como de futbol, beisbol, basquetbol también como competiciones de video juegos. Y así mismo en tragamonedas como bonanza, olimpo, etc. Los que ofrece 1win.
• Sin bono, aunque 1win cuando te ofrece bono al hacer un deposito, y esa opción esta activada por ellos automáticamente, posteriormente procedo a cancelarlo porque sus bonos tienen mucho rollover y no es de mi agrado. Ahora último cuando realice el retiro, tenía 1win coins que acumule por mis gastos que hice en su plataforma, eso lo canje porque era algo que venia de mi propia inversión pero tampoco lo deseo porque pese a mi esfuerzo de ganármelo, prefiero no usar más dicha plataforma dudosa. Deseo sólo mi saldo depositado.
• No, soy el único que cuenta con una cuenta hasta donde yo tengo entendido.

Gracias por su pronta respuesta

Saludos cordiales,

Percy

Dear Percy94101

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Percy94101 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Hello!

We have forwarded the relevant information regarding this complaint to the Casino Guru Team.

If any additional details are needed, we will be happy to assist further.

Thank you for providing me with the information 1win Casino representative. I have responded to your email asking for further clarification.

Dear Percy94101, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello!

We have received your request for additional information and are currently collecting all relevant details.

As soon as the data is fully gathered, we will share it with you. We kindly ask for a bit more time while we complete the review.

Hello!

Unfortunately, this case is still under review with our specialists. At the moment, the requested information has not yet been received.

We are monitoring the situation and will return with an update as soon as more details become available.

Dear Peter,

We have sent you an email with additional information regarding this complaint.

Please review it at your convenience.

Thank you for providing me with the information 1win Casino representative.

Dear Percy94101, the casino has provided me with evidence of multiple accounts. It is an industry standard that each person may only operate one account in their name and fund it solely with their own funds. As your activity constitutes a clear violation of this policy we are forced to reject the complaint. Thank you for the understanding.

Kind regards,

Peter