1win Casino - A conta do jogador foi encerrada.

This company has blocked my gaming account without any reason. My amount has stucked on the website. And the people of this company do not reply on Gmail.

This Company is scamming with people's!!!

Dear Govindjarwal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

1. Live Casino

2. Yes, I had completed the verification.

3. No

Any update??

Hello sir any update??

Thank you for your reply, Govindjarwal. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently handle hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Govindjarwal,

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.

Okay I am waiting

Actually, I am waiting for you to forward me the communication between you and the casino. Please send it as soon as possible so we can proceed with this complaint. Thank you.

Thank you very much, Govindjarwal, for your cooperation. 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 Govindjarwal,

I am so sorry to hear 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.

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.

Okay I'm waiting

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.

give me my money back.

Dear 1win Casino,

Thank you for your response and the information provided.

Could you specify which rule the player violated from the term 9.7?

I'll be awaiting your reply.

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.

Dear 1win Casino,

Thank you for your email and the information provided.

Hello Govindjarwal,

I was provided by the casino with evidence of multiple accounts. There is a match in the payment method. Funding the casino account with third-party payment is strictly prohibited and is against the casino's terms and conditions. Could you comment on this?

I'll be awaiting your reply.

I had made that payment by mistake from the family bank account. But you cannot block my account because of this. Please, you should have sent me a reminder. Please unblock my Gaming account and refund my money.....

Thankyou Guy's 🙂

Hello Govindjarwal,

The problem is that there are two accounts with the same payment method. It would be almost impossible to prove that those accounts do not belong to you. I understand this must be frustrating for you, but I am afraid I will have to reject this complaint. I wish I could be of more help.

Kind regards,

Stefan, Casino.Guru