1win Casino - A retirada do jogador foi bloqueada.

Good morning. The platform is not allowing me to withdraw my winnings to my Astropay. They have blocked my account, with the excuse that I am using the platform for arbitration purposes, which is not the case. I have been betting and playing with different amounts and on different games, such as Online Casino, Jacks, roulette, etc. I have already submitted the required documentation, but they are still not providing a solution for me to withdraw my money.

Buenos días. La plataforma no me deja retirar mis ganancias a mi Astropay. Me bloquearon la cuenta, con la excusa de que utilizo la plataforma con fines de arbitraje, lo cual no es así. Estuve apostando y jugando con diferentes montos y a diferentes juegos, cómo casino Online, Jack por, ruletas, etc. Ya presente la documentación requerida, aún así no me dan una solución para retirar mi dinero

Dear edanielagalarza,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the email from the casino with the explanation about your account closure? My email address is veronika.l@casino.guru.

Could you please advise if you made any successful withdrawals from this casino before?

Do I understand correctly that your account is fully verified?

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

Hello Veronika, thank you for responding, I have sent you the response to the indicated email. Greetings.

Hola Veronika, gracias por responder, te he enviado la respuesta al correo indicado. Saludos.

Thank you. However, there has been a misunderstanding: Kindly forward me the message you received from the casino regarding your account closure due to arbitration.

Hello good morning. I share a screenshot of the message

Hola buenos días. Te comparto captura del mensaje

Thank you very much, edanielagalarza, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you edanielagalarza for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this withdrawal being blocked and what can we do to help resolve this issue.

Thank you!

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 actions 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.

Thank you for the update 1win Casino Team.

Could you please provide evidence of the fraudulent activity to my email? (peter.c@casino.guru)

Thank you in advance for your cooperation!

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 evidence by email. Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for providing the evidence 1win Casino representative.

Dear edanielagalarza, the casino has provided us with evidence of multiple accounts. This is against the terms and conditions of most casinos as you are only allowed to make one account per person. Due to this, we will have to reject your complaint.

Hi Peter, Could you send me the evidence please. Because I only have one account. Thank you 🫂

Hola Peter, Podrías enviarme la evidencia por favor. Porque yo solo tengo una cuenta. Gracias 🫂

I would like to provide you with more information, but due to policies that casinos, as well as our company, must follow, such information cannot be shared. Thank you for your understanding.

Couldn't I ask 1win for at least the return of what I invested, that is, what I deposited??? Or I already lost all my money within the platform.???

No se podría solicitar a 1win al menos la devolución de lo que inverti, osea de lo que deposité??? O ya perdí todo mi dinero dentro de la plataforma.???

You will have to discuss any refunds with the casino customer support. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.