1win Casino - A conta do jogador foi bloqueada.

This company blocked me, after waiting for more than 2 months for verification.

They said I breached their terms and conditions but sincerely, I don't know which terms they are talking about because all I did was deposit and stake..

The problem is that they never paid my balance, nor sent me a mail concerning my balance. They blocked my account and didn't say anything concerning my balance..

Hello Donrexee,

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 if you had real money balance on your account or was it generated from a bonus? Did you receive back your last deposit since your account got closed? Did they ever specify which term did you breach?

Looking forward to your answer.

Regards,

Nick

I never used bonuses. All were real money..

And I got nothing back.. My deposits my winning. All I got was blocking and silence from the company.

Dear Donrexee,

Can you please forward your communication with the casino to nikolas.b@casino.guru before we would try to get in touch with the casino?

Sent the mail.

Dear Donrexee,

Thank you for the e-mail. However, I asked if you could forward the communication which you had with the casino. Did you communicate with them through e-mail? If yes, can you please forward those?

Dear Donrexee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Thank you Donrexee for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Donrexee,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1Win Casino to join the conversation and participate in the resolution of this complaint.

Dear 1Win Casino,

Can you please explain the reason for the blocking of the player's account?

Kind regards,

Adam

Hello Donrexee,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1Win Casino to join the conversation and participate in the resolution of this complaint.

Dear 1Win Casino,

Can you please explain the reason for the blocking of the player's account?

Kind regards,

Adam

Hello Donrexee!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of the Terms of use of the site, section "General Terms and Conditions (hereinafter - Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Regards, 1win team.

Hello Donrexee,

I have received evidence from the casino regarding the use of multiple accounts. This is currently being discussed with the casino and I am awaiting more information, so I will extend the timer. In the meantime, could I ask you if it is possible that more than one account has been registered at the casino using your IP address?

Kind regards,

Adam

Let me make this clear and simple..

I Never for any reason whatsoever had nor registered double accounts on 1win..

I only share my hotspot with my friends and family and as expected, they also accessed 1win. I keep my hotspot open, so I'm not surprised if there are other accounts using my data ip..

Any account that might have been linked with my account as a result of data sharing can be 100% individually verified..

The only case here is if any account can not be verified independently..

In addition, 1win have no right to block my deposits on my account..

It is criminal to collect a customer's deposit based on their judgment, if they think the customer broke their terms, the worst they can do is refund all deposits and block the user..

In case of 1win, all deposited funds were seized.

Hello Donrexee,

I am still awaiting further information regarding this case. While I understand your explanation regarding the use of your hotspot, the evidence provided by the casino also seems to suggest at least 2 accounts that have used the same payment method. Can I ask you to explain how this might be possible?

Kind regards,

Adam

That is not true.. Please, I have my own account abs have never in any way combined my payment details with anyone..

Firstly, 1WIN should publish those accounts they accused me of having affiliates with.

Secondary, 1win should publish the payment methods that are the same on the accounts they mentioned..

I use PERFECT MONEY to withdraw, and I have never shared my PM account with anyone.

I have never in any way had another account user my perfect money for withdrawal..

Hello Donrexee,

This case is still being discussed with the casino, so I am going to extend the timer once more while we try to reach a conclusion. In the meantime, it would be helpful if are you able to provide a document or record that shows your deposits to the casino have been successful, such as a statement from a bank or payment provider.

Please forward any relevant information to my e-mail address, adam.m@casino.guru.

Kind regards,

Adam

Dear Donrexee,

Please respond and supply the information requested. I will extend the timer for 7 days. If we do not hear from you within the set timeframe, I'm afraid we will be unable to continue investigating this case and the complaint will be rejected.

Kind regards,

Adam

Dear Donrexee,

I have received your e-mail regarding your deposits, but it is unclear from the screenshots as to where the money has been sent. Can you provide information that shows this? Also, it would be best if you could provide this information for any deposits made on the dates 04/04/2022, 08/04/2022, 11/04/2022, 14/04/2022, and 20/04/2022 so that they can be matched against the information we have received from the casino.

Kind regards,

Adam

You should know that the deposit is done via online card transaction..

The transaction wouldn't necessarily spell out 1WIN on the statement.. Those are my real deposits on 1win

Hello Donrexee,

Thank you for the additional information. Are you able to please supply screenshots/information regarding deposits made on the dates specified? These can then be cross-referenced with the information provided by the casino.

Kind regards,

Adam

Dear Donrexee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Donrexee,

As we have had no further response from you, the complaint will now be rejected as previously stated.

It can be reopened at any time.

Kind regards,

Adam