1win Casino - Os fundos do jogador desapareceram da conta.

Goodnight.

I am a 1win customer with the ID 25338691. To my astonishment, on the 6th of June at 9:00 am (Portugal time) I had €5.39 in mine and suddenly for no apparent reason it was reset. Later, around 13:00 hours, I made a deposit of €6.50, and about 1 hour later the account was again at zero and I didn't bet anything.

So I would like to request the credit of the missing amount from my account (total of around €12) since I did nothing to lose the amount, and I am starting to get suspicious of your seriousness as a bookmaker, even for one more amount so low.

I would therefore appreciate the resolution of the embarrassment in order to continue using your bookmaker, otherwise I will definitely stop being your customer.

Best regards.

Boa noite.

Sou cliente da 1win com o ID 25338691. Para meu espanto no passado dia 6 de junho às 09:00 horas (horário de Portugal) tinha 5,39 € na minha e de repente sem razão aparente a mesma foi zerada. Posteriormente, por volta das 13:00 horas fiz um depósito de 6,50 €, e cerca de 1 hora depois a conta ficou novamente a zero sendo que não apostei nada.

Assim gostaria de solicitar a creditação do valor em falta da minha conta (total de cerca de 12 €) uma vez que nada fiz para perder o valor, sendo que começo a ficar desconfiado da vossa seriedade como casa de apostas, ainda para mais um valor tão baixo.

Agradecia assim a resolução do constrangimento de modo a continuar a usar a vossa casa de aposta, caso contrário deixarei definitivamente de ser vosso cliente.

Com os melhores cumprimentos.

Dear Ricardo43,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Good afternoon.

Thanks for your reply. I will attach files that indicate my betting history on the aviator game as well as my deposit history:

Since there is no balance in the account that was withdrawn from me, the house does not allow you to consult the betting history in the Aviator game.

I contacted support by email and the email history is as follows:

Account balance problems (account was €0.00).

inbox

Ricardo E*****

Tuesday, 6/6, 21:40 (6 days ago)

for security

Good afternoon.

I am a 1win customer with the ID 25338691. To my astonishment today at 9:00 am (Portugal time) I had €5.39 in mine and suddenly for no apparent reason it was reset. Afterwards, around 1 pm I made a deposit of €6.50, and about 1 hour later the account was back to zero and I didn't bet anything.

So I would like to request the credit of the missing amount from my account (total of around 12 €) since I did nothing to lose the amount, and I am starting to get suspicious of your seriousness as a bookmaker, even for one more amount so low.

I would therefore appreciate the resolution of the embarrassment in order to continue using your bookmaker, otherwise I will definitely stop being your customer.

Best regards.

security security

Tuesday, 6/6, 23:09 (6 days ago)

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Hello!

For this question, please contact: support@1win.xyz

Best Regards.

Ricardo E*****

Tuesday, 6/6, 23:39 (6 days ago)

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support support

Tuesday, 6/6, 23:39 (6 days ago)

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Здравствуйте!

Ваше обращение принято в обработку, мы обязательно свяжемся с Вами в ближайшее время!

Благодарим за обращение в нашу службу поддержки Клиентов.

С Уважением, commander 1Win.

==========================================================

Hello!

Your appeal has been accepted for processing, we will definitely contact you as soon as possible!

Thank you for contacting our customer support team.

Best Regards.

==========================================================

Hello!

Your request has been processed, we will contact you as soon as possible!

Thank you for contacting our Customer Service.

Sincerely, 1win team.

Ricardo Escada

Thursday, 06/8, 11:19 (4 days ago)

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support support

Thursday, 06/8, 11:19 (4 days ago)

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support support

Thursday, 06/8, 12:18 (4 days ago)

for me

Good afternoon!

Specialists of our company checked the situation described by you.

Your balance is fully correct and matches all of your gaming activities.

You can familiarize yourself with the latest poker games in the "Poker" section of the game history on our website.

Sincerely, 1win team.

In addition, I did not mention it earlier, but I think that due to my naivety, I made another deposit of 5.5 €, and the balance in the account was once again withdrawn within about 12 hours of this deposit.

Best regards.

Boa tarde.

Obrigado pela vossa resposta. Vou enviar em anexo ficheiros que indicam o meu histórico de apostas no jogo aviator assim como o histórico de depósitos:

Uma vez que não existe saldo na conta que me foi retirado a casa não deixa consultar o histórico de apostas no jogo aviator.

Contatei por email o suporte sendo o histórico de emails o seguinte:

Problemas no saldo da conta (conta ficou a 0,00 €).

Caixa de entrada

Ricardo E***** <ricar*******da.1976@gmail.com>

terça, 6/06, 21:40 (há 6 dias)

para security

Boa tarde.

Sou cliente da 1win com o ID 25338691. Para meu espanto hoje às 09:00 horas (horário de Portugal) tinha 5,39 € na minha e de repente sem razão aparente a mesma foi zerada. Posteriormente, por volta das 13:00 horas fiz um depósito de 6,50 €, e cerca de 1 hora depois a conta ficou novamente a zero sendo que não apostei nada.

Assim gostaria de solicitar a creditação do valor em falta da minha conta (total de cerca de 12 €) uma vez que nada fiz para perder o valor, sendo que começo a ficar desconfiado da vossa seriedade como casa de apostas, ainda para mais um valor tão baixo.

Agradecia assim a resolução do constrangimento de modo a continuar a usar a vossa casa de aposta, caso contrário deixarei definitivamente de ser vosso cliente.

Com os melhores cumprimentos.

security security

terça, 6/06, 23:09 (há 6 dias)

para mim

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Hello!

For this question, please contact: support@1win.xyz

Best regards.

Ricardo E***** <ricar*******da.1976@gmail.com>

terça, 6/06, 23:39 (há 6 dias)

para support

support support

terça, 6/06, 23:39 (há 6 dias)

para mim

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Здравствуйте!

Ваше обращение принято в обработку, мы обязательно свяжемся с Вами в ближайшее время!

Благодарим за обращение в нашу службу поддержки Клиентов.

С Уважением, команда 1Win.

==================================================

Hello!

Your appeal has been accepted for processing, we will definitely contact you as soon as possible!

Thank you for contacting our customer support team.

Best regards.

==================================================

Olá!

Sua solicitação foi processada, entraremos em contato o mais breve possível!

Obrigado por entrar em contato com nosso Atendimento ao Cliente.

Atenciosamente, equipe 1win.

Ricardo Escada <ricardo.escada.1976@gmail.com>

quinta, 8/06, 11:19 (há 4 dias)

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quinta, 8/06, 11:19 (há 4 dias)

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support support

quinta, 8/06, 12:18 (há 4 dias)

para mim

Boa tarde!

Os especialistas da nossa empresa verificaram a situação descrita por si.

Seu saldo está totalmente correto e corresponde a todas as suas atividades de jogo.

Você pode se familiarizar com os últimos jogos de pôquer na seção "Poker" do histórico de jogos em nosso site.

Atenciosamente, equipe 1win.

Adicionalmente não referi anteriormente mas penso que por grande ingenuidade minha fiz mais um depósito de 5,5 €, sendo que o saldo na conta foi mais uma vez retirado no espaço de cerca de 12 horas após esse deposito.

Com os melhores cumprimentos.

Thank you, Ricardo43, for your reply. Do I understand correctly that there's no game history available at all or is it empty?

Good morning.

I also confirm that no one else has accessed my account except myself. As my balance was zero, the 1win platform does not allow opening the aviator game betting history. If I had a balance, it would already let me have access. However, I made minimum bets of 0.10 €. The balance was withdrawn from me 3 times without any reason.

What is the next step to take in this complaint?

Best regards.

Bom dia.

Confirmo também que mais ninguém acedeu à minha conta a não ser eu mesmo. Como o meu saldo ficou a zero a plataforma 1win não deixa abrir o histórico de apostas do jogo aviator. Se eu tivesse saldo já deixava eu ter acesso. No entanto fazia apostas minimas de 0.10 €. O saldo foi-me retirado 3 vezes sem qualquer razão.

Qual o próximo passo a fazer nesta reclamação?

Com os melhores cumprimentos.

Thank you for sharing all the required details, Ricardo43. Your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Dear Ricardo43,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Would you kindly elaborate on the circumstances behind the disappearance of the player deposits? How can the player access their game history without having to make a deposit?

Good afternoon

We made a check and during its course revealed the fact of performing gaming actions for the specified period in the "casino" and "poker" sections. The balance is fully consistent with all game actions.

Indeed, some providers prohibit access to the history of games if there is no balance.

Dear Ricardo43, this section is currently available for you, please check.

Sincerely, 1win team.

Добрый день!

Произвели проверку и в ее ходе выявили факт произведения игровых действий за указанный период в разделе "казино" и "покер". Баланс полностью соответствует всем игровым действиям.

Действительно, некоторые провайдеры запрещают доступ к истории игр, если нет баланса.

Уважаемый Ricardo43, на текущий момент для Вас этот раздел доступен, пожалуйста, проверьте.

С уважением, команда 1win.

Goodnight.

I never played poker or other games without being the aviator. bac bo or mines. I never played poker in my life. I would like to know why out of the blue they put my balance at 0 and that happened 3 times. So I want the missing money to be transferred to my perfect money account.

Aviator history is not available and I most of the time only placed bets of €0.10 which is the minimum bet.

Another thing I noticed is that you blocked access to Portuguese members, so I could only access it through VPN.

Best regards.

Boa noite.

Nunca joguei poker ou outros jogos sem ser o aviator. bac bo ou mines. Nunca joguei poker na minha vida. Gostava de saber porque sem mais nem menos puseram o meu saldo a 0 e isso aconteceu 3 vezes. Assim pretendo que o dinheiro em falta seja transferido para a minha conta do perfect money.

O histórico do aviator não está disponível e eu na maioria das vezes só fiz apostas de 0.10 € que é a aposta mínima.

Outra coisa que reparei é que voces bloquearam o acesso a membros portugueses, pelo que só consegui aceder através de VPN.

Com os melhores cumprimentos.

Dear 1win Casino,

Can you please respond to the above?

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

As we mentioned above, the player's account has gaming activities for a specified period, both in the casino and in poker. If necessary, we can send evidence to a representative of Casino Guru.

Sincerely, 1win team.

Добрый день!

Как мы и указывали выше, на аккаунте игрока есть игровые действия за обозначенный период, как в казино, так и в покер. При необходимости мы можем отправить доказательства представителю Casino Guru.

С уважением, команда 1win.

Dear 1win team,

please forward the evidence of the abovementioned to me at michal.k@casino.guru

Good afternoon

We sent the information to the mail michal.k@casino.guru

Look here please.

Sincerely, 1win team.

Добрый день!

Мы отправили информацию на почту michal.k@casino.guru

Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for your email and evidence, 1win team.

Dear Ricardo43,

We have received evidence from 1win team that you have indeed played and lost your whole balance in Aviator as well as Poker. As your funds were lost fairly there is nothing more that can be done here and I'm afraid we will be forced to reject your complaint. The casino should be able to forward you your gameplay history if you request it.

Is there anything else I can help you with?

Dear Ricardo43,

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 Ricardo43,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal