1win Casino - La cuenta del jugador se ha cerrado inesperadamente.

hello, in may 2024 the platform requested my documents for account verification, they took 30 days to evaluate it, during this evaluation period, I continued betting, but without being able to withdraw, my bankroll went up a lot during this period. on 06/21/2024 I received the email informing me that my documents were correct and I could withdraw normally, and I was able to withdraw the daily limit for 9 days on 06/30/2024 my account was blocked and I never had access again, 623.000. the platform claimed that I was using software to steal the game, but I have several prints and videos showing myself playing without any help from software, but I haven't heard back from the platform since then. my phone number if you need it (51) 99938****

ola, em maio de 2024 a plataforma, me solicitou meus documentos para verificação de conta, levaram 30 dias para avaliar o mesmo, neste periodo de avaliação, continuei apostando, mas sem poder sacar, minha banca subiu muito neste periodo. no dia 21/06/2024 recebi o email informando que meus documentos estavam corretos e poderia voltar a sacar normalmente, e consegui sacar o limite diario durante 9 dias dia 30/06/2024 minha conta foi bloqueada e nunca mais tive acesso, ficou retido 623.000. a plataforma alegou que estava usando software pra roubar o jogo, mas tenho varios prints e videos mostrando eu mesmo jogando sem qualquer ajuda de sofware, mas não tenho retorno da plataforma desde então. meu telefone caso precise (51) 99938****

Hello andersondutraamaral,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• Did you play casino games or sports betting?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

good morning

Could you tell us when your account was fully verified? 6/21/2024 (APPENDIX)

Did you accumulate your winnings with real money or did you use a bonus? REAL MONEY

Did you play casino games or place sports bets? LIVE CASINO (BAC BO)

When was the last time you spoke to the casino and what was it about? 19/07/2024 (APPENDIX)

bom dia

Você poderia informar desde quando sua conta foi totalmente verificada? dia 21/06/2024 (ANEXO)

Você acumulou seus ganhos com dinheiro real ou usou um bônus? DINHEIRO REAL

Você jogou jogos de cassino ou fez apostas esportivas? CASSINO AO VIVO (BAC BO)

Quando foi a última vez que você falou com o cassino e sobre o que foi? 19/07/2024 (ANEXO)

Thank you andersondutraamaral for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you andersondutraamaral 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 was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

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.

С уважением, команда 1win.

Hello, I hope everyone is well. This answer from Cassiano 1 win, was already in the description of the complaint, this is a standard answer that the casino uses for 90% of the cases, as I can see throughout this time that I am trying to resolve this situation, including this It was the last answer that was provided by the casino, for me after that I sent several emails, asking for explanations, about the use of software of this rule 9.7, the casino never answered me again, that's why I'm here, you from the casino Guru Peter and the whole team, are my last hope, because I know that I never committed any fraud.

Olá, espero que todos estejam bem. Essa resposta do Cassiano 1 win, já constava na descrição da reclamação, essa é uma resposta padrão que o cassino usa para 90% dos casos , como eu pode observar ao longo deste tempo que estou tentando resolver essa situação, inclusive essa Foi a ultima resposta que foi fornecida pelo cassino, para eu após isso mandei vários e-mails, pedindo explicações, sobre o uso de software desta regra 9.7, o cassino nunca mais me respondeu, por isso estou aqui, vocês do cassino Guru Peter e todo equipe, são a minha ultima esperança, pq sei que nunca cometi, fraude alguma.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Предоставим ответ в самое ближайшее время. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

Hello Peter,

just a doubt if casino 1 Win, does not respond in this new time, my complaint will be considered (Unresolved)? the only answer that has been provided so far was, the same as already in the opening of the complaint.

I ask because I have been waiting for a response from the casino for 9 months, without success.

ola Peter,

só uma duvida caso cassino 1 Win, não responda neste novo tempo, minha reclamação vai ser considerada (Não Resolvida) ? a unica resposta que foi fornecida ate o momento foi, a mesmo que ja estava na abertura da reclamação.

pergunto pois ja estou a 9 meses aguardando uma resposta do cassino, sem sucesso.

Good afternoon

We sent a letter to the email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили письмо на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

hello Peter, I received free spins from my VIP manager, (attached), but they were not infinite spins, I had a number of specific spins in one of these spins I won the maximum prize, but after that I only played the live casino, which was the only game I had the habit of playing, I didn't commit any fraud, I just made a profit from my winnings on the free spins, I didn't use any software to hack the game or get the maximum winnings I won. in short, the amount of my winnings was obtained in the live casino game, the proof is attached, I have more videos to prove it

ola Peter, recebi giros gratis da minha gerente VIP, (em anexo), mas não foram giros infinitos, tinha um numero de giro especificos em um destes giros ganhei o premio maximo, mas apos isso joguei somente o cassino ao vivo, que era o unico jogo que tinha o habito de jogar, apartir deste ganho alto no giro gratis apostei mais alto no cassino ao vivo, não cometi fraude alguma somente obtive o lucro apartir do meu ganho nos giros gratis, não usei sofware para hackear o jogo o obter esse ganho maximo que ganhei. resumindo o valor do meus ganhos foram obtidos no jogo cassino ao vivo, as provas estão em anexo, tenho mais videos para provar

Thank you for the clarification andersondutraamaral, I have requested additional clarification from the casino representative through our email correspondence. I will keep you updated about any new developments. Thank you for your patience during this time!

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

We will send a response as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Отправим ответ в самое ближайшее время. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

Good afternoon

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

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

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

Dear andersondutraamaral, unfortunately, with the evidence provided by the casino, we won't be able to assist you further in this case. The records provided by the casino showed that you acquired 67,666,575 free spins and managed to make a withdrawal totaling 2,155,789 BRL as a result of this technical error. As this is more than twice the total amount of your deposits into the casino, we believe the resulting confiscation and blocking of the account is understandable in the situation. I understand this isn't a satisfactory solution to your issue, and I am sorry I could not be of more help on this occasion. Thank you for your understanding.

Best regards,

Peter