1win Casino - A conta do jogador foi bloqueada.

I am U. P. from India. I am playing in 1win casino, First time everything was fine but then my withdrawal stopped. I asked the support and they told me to contact the security team if I have a security problem. Then I emailed the security team and they asked for my documents. Then I sent my documents to them and they asked me to reply within 14 days to 30 days , I waited a lot and after more then 30 days they sent me an email saying due to rule no 9.7 and blocked my account , I had 35000 in that account, so my only request to casinoguru is to return my money I have never done anything wrong.

Dear patelurmilam11,

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

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

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Dear Veronika,

I have send my National id card (Adharcard),Selfie with National id Card (Adharcard) and Bankpasbook on 7th April, 2023 and I have only one account in 1win casino, and i don't use any type of bonus.

Thank you very much, patelurmilam11, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, patelurmilam11!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good afternoon

Dear patelurmilam11, please specify the mail that was linked to your game account or account ID so that we can check the information.

Sincerely, 1win team.

Добрый день!

Уважаемый patelurmilam11, уточните, пожалуйста, почту, которая была привязана к вашему игровому счету, либо ID аккаунта, чтобы мы могли проверить информацию.

С уважением, команда 1win.

Good afternoon

The account has been blocked in accordance with paragraph 9.7 of the rules -

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

Sincerely, 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.  

1Win Team, thank you for your response! Could you, please, clarify which rule exactly did the player breach? Also, it would be very helpful if you could provide me any proof to my e-mail: pavel.k@casino.guru. Without it we cannot reject the complaint if the player has indeed breached terms and conditions.

Good afternoon

In the current case, we are ready to return the player's funds from the balance to his personal details.

Dear patelurmilam11, is it possible for you to send us the crypto wallet number (on the TRC or ERC network)?

Sincerely, 1win team.

Добрый день!

В текущем случае мы готовы вернуть игроку денежные средства с баланса на его личные реквизиты.

Уважаемый patelurmilam11, есть ли у вас возможность прислать нам номер криптокошелька (в сети TRC или ERC)?

С уважением, команда 1win.

Hello Pavel,

Thank you so much Pavel, Casinoguru and 1win , my crypto wallet address is -

Wallet Address - TS4h87PKXMXqUZjDPheC5VoZApnpJwNamK

Network - TRC20

Let me know when you deposit the money and please do it fast

1Win Team, has there been any progress on the withdrawal?

Good afternoon

Dear patelurmilam11, please confirm receipt of funds.

Sincerely, 1win team.

Добрый день!

Уважаемый patelurmilam11, просим подтвердить получение денежных средств.

С уважением, команда 1win.

Hello Casinoguru

I received my fund thank you so much

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, patelurmilam11, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino Guru Team