1win Casino - Счет игрока закрыт, а средства конфискованы.

Hello,

This is Vivek K.

1win id-74206***

I have recently started playing  on 1win casino two months back. After 1week of starting i was asked to do a verification in order to identify me and after that i became a VIP in 1win as I used to play casino usually.

Now after 19 days one day I requested for ₹3,00,000 withdrawal which didn’t came for 48hr and then again i was asked to do a verification which i did and sent all my documents on the official 1win mail.Now again and again after being ignored from all the 1win support suddenly 1day i get a mail from 1win security team that my account has been banned for violating clause 9.7.  I straight away tried to login to my account and it said account blocked can’taccess.I contacted my vip manager also but he said he can’t help and i should contact security team.

After whole 1.5 month of constant mailing them today in hope i am here so that i could get my money back.I am a college student and I don’t earn money so to earn some i used some of my college fee to invest it on gambling which is now stuck in 1win.I swear that i have not done anything wrong with my account and i am just a normal player.I have never done anything wrong with anyone in my life but I have been cheated here.

I want my money from 1win 😭.This website is a scam and they want to just take my money and don’t reply me.Firstly the withdrawal is always a problem it usually take 4-5 hours to come and now this scam.

I would like to request 1win and anyone who can help to get my money back to guide me.

Regards.

Dear VivekK,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Is there any chance that someone from your household or sharing the same IP address has created an account at this casino?

Could you kindly confirm if you passed the full KYC verification?

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

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Ans-I played mostly Live casino.

Is there any chance that someone from your household or sharing the same IP address has created an account at this casino?

Ans-Absolutely no.Only I have created account from my phone and no one else.

Could you kindly confirm if you passed the full KYC verification?

Ans-I passed the verification the first time itself but again i was asked to do the verification which i did.But they blocked me.Please help

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

Dear VivekK,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

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

Dear 1win Casino,

Thank you for the clarification.

Could you please provide any available evidence of player's fraudulent activity by sending it to my email address at jakub.m@casino.guru?

Thank you.

Did they provide any proofs sir ? I bet they wont because there isn’t any proof ..I haven’t done any thing wrong and still they are not giving me such a big amount of ₹300000 INR.

Please sir help me to get my money if so I will never forget your help.🙏🏻

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

Sent proof by email. Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear VivekK,

I must inform you that I have already received a response from 1win Casino's representative outside of this thread, which, unfortunately, includes evidence substantiating the accusations of opening multiple accounts at the casino. While I am unable to disclose specific details due to their confidentiality, I must objectively state that I find these proofs compelling in this case. There is significant matching data between these accounts, all of which have records of depositing and gameplay activity.

Based on these reasons, I must reject this complaint as unjustified. Creating duplicate accounts, even with good intentions, constitutes a serious violation of the Terms and Conditions of most casinos, and is typically subject to penalties.

However, if you are confident that you have not violated any casino rules, I recommend contacting the Curaçao Antillephone N.V. Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gaminglicences.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo