1win Casino - A conta do jogador foi encerrada.

What happened is that today I checked my 1win account to see how my withdrawal was going, and it showed that my account was blocked and I can no longer use it or withdraw my money. I'd like to know why and what I would have to do to recover it. Thank you.

Lo que pasa es que el dia de hoy fui a revisar mi cuenta de 1win, para ver como iba mi retiro y me salio que mi cuenta fue bloqueada y ya no la puedo utilizar ni retirar mi dinero, me gustaria el porque, y que tendria que hacer para recuperarla, gracias.

Dear davidisraelj48,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you contacted casino support and asked for an explanation? What response have you received?

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,

Tomas

Of course answering the first question, I played for 3 days or so, and it was blocked yesterday, I found out when I was trying to enter my account and it told me that it was blocked, then I received an email, I played slots, I didn't get my balance without the help of the bonus, and I did contact the support service and they told me to send an email to , that they will respond to me within 14 to 30 days, and regarding this same thing they sent me an email in which they said that my account was blocked by article 9.7.

Claro respondiendo a la primera pregunta, juegue durante 3 días mas o menos, y se me bloqueo el dia de ayer, me entere cuando estaba intentado entrar a mi cuenta y me salió que estaba bloqueada, luego me llego un correo, jugué tragamonedas, no logre mi saldo sin ayuda del bono, y si contacte al servicio de soporte y me dijeron que envié un correo a security@1win.social, que dentro de 14 a 30 días me responderán, y referente a esto mismo me enviaron un correo en el cual decía que mi cuenta se bloqueo por el articulo 9.7.

Thank you very much, davidisraelj48, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello davidisraelj48,

I am so sorry to hear that your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

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.

Dear 1win Casino,

Thank you for your response and the information you have provided.

Could you be more specific about what the player has violated?

I'll be awaiting your reply.

Hello, Stefan!

We have requested additional information from specialists for you, but unfortunately we have not received a reply yet.

We very much hope to get back to you with information as soon as possible. Thank you for waiting.

Regards, 1win team.

Hello, Stefan!

We are glad to inform you that we have received the necessary information for you and sent it to your e-mail address. 

Please check if you have received our letter. 

We will be waiting for your reply.

Regards, 1win team.

Dear 1win Casino,

Thank you for your response and the information you have provided.

Hello davidisraelj48,

Please, be aware that the casino has the right to close your account without any reason, with an obligation to pay you the funds. Did you manage to receive the withdrawal from the casino and you current balance is zero?

I'll be awaiting your reply.

Dear davidisraelj48,

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.

Yes, yes, I managed to withdraw my money.

Si si logre retirar mi dinero

Dear davidisraelj48,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru