1win Casino - A conta do jogador foi bloqueada.

Dear cris2924xd,

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.?
• When exactly was your account closed?
• 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

Good evening, my winnings were largely from live casino Roulette, to be exact. I never used software or anything like that, since according to 1win, my account was closed for using software. That's impossible since I've been playing at their casino for over a year and never had any problems.

My account was blocked on 03/18/25 at around 8 am.

My winnings were from my real money without using any bonuses. I reloaded 3,600,000 CLP and won 3,400,000 CLP, then withdrew 7,000,000 CLP, and the casino blocked me instead of paying my winnings.

Buenas noches, mis ganancias fueron un gran parte de casino en vivo Ruleta para ser exactos. Nunca use programas ni nada de eso ya que según 1win mi cuenta fue cerrada por uso de programas, eso es algo imposible ya que llevo más de 1 año jugando en su casino y nunca presente problemas.

mi cuenta fue bloqueada el día 18/03/25 eso de las 8 am.

Mis ganancias fueron de mi dinero real sin usar ningún bono. Recargue 3.600.000 CLP y gane 3.400.000 CLP entonces retire 7.000.000 CLP y el casino en vez de pagar mis ganancias me bloqueo

1win sent me an email saying I violated multi-account rules and software usage, but I've never used any of that. My account is the only one I have, and I don't use software, as I only play Brazilian roulette and slots like Gates of Olympus 1000 and Crazy Time. They didn't respond to any of the emails I sent, and they just told me I was blocked and couldn't be unblocked. I believe this is a scam on 1win's part, as I'm a long-time customer who's been betting a lot of money, and now they don't want to pay out my winnings and have blocked me.

1win me envió un correo donde dicen que viole reglas de multicuenta y uso de programas pero nunca use nada de eso, mi cuenta es la única que tengo y no uso programas ya que solo juego Roleta brasilera y tragamones como Gates of Olympus 1000 y crazy time. De todos los correos que envié no me respondieron ninguno solo me enviaron que me bloquearon y que mi cuenta no puede ser desbloqueada. Encuentro que esto es una estafa de parte de 1win ya que soy un cliente muy antiguo que llevo apostando mucha cantidad de dinero para que ahora no quieran pagar mis ganancias y me bloqueen.

Thank you for your reply, cris2924xd. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Where I live is a building with more than 100 apartments. In my apartment, my girlfriend and I play at 1win, but we never play at the same time or the same games. My partner plays slots, and I play live casino.

en donde vivo es un edificio con más de 100 departamentos, en mi departamento los que juegan en 1win es mi novia y yo, pero nunca jugamos al mismo tiempo o los mismos juegos. Mi pareja juega tragamonedas y yo casino en vivo

Thank you very much, cris2924xd, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you cris2924xd 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 was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter!

We have requested the necessary information from the specialists and hope to get back to you with an update as soon as possible.

Thank you for waiting.

Regards, 1win team.

Hello!

We are very sorry that you have to wait so long for our response. 

Information on the situation has been requested from specialists, but unfortunately we still have not received an answer. We will try our best to get back to you with an explanation of the situation as soon as possible. 

Regards, 1win team. 

Hello Peter!

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

Please take a look at it. We will be waiting for your reply. 

Regards, 1win team.

Hello cris2924xd,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing me with the information 1win Casino representative. I have responded to your email requesting additional clarification. Than you in advance for the response!

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

We sent a letter to the email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили письмо на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Good evening, I would like to know the status of my case, why they blocked me and didn't pay me my withdrawals if I never used any kind of cheating.

buenas Noches, quisiera saber el estado de mi caso, el porqué me bloquearon y no me pagaron mis retiros si nunca use ningún tipo de trampas

Thank you for providing us with the information 1win Casino representative.

cris2924xd, We have reviewed the information provided to us by the casino, including a report from the game provider. According to this report, your account was identified as being linked to other accounts within the network that were engaged in placing opposing bets. This type of coordinated activity is considered highly suspicious and is generally associated with attempts to exploit the system.

We must emphasize that such behavior is strongly discouraged, as it undermines the integrity of the gaming environment and can result in serious consequences. Game providers routinely monitor for this type of activity and issue alerts to casinos when it is detected. As such, casinos are obligated to take appropriate action to protect the fairness of their operations.

In light of the findings presented and the standard protocols followed in such cases, we believe the actions taken by the casino are reasonable and justified. Consequently, we must inform you that your complaint has been rejected.

We appreciate your understanding in this matter.

Kind regards,

Peter