1win Casino - A conta do jogador foi encerrada e os ganhos retidos.

I want to file a formal complaint against 1Win for closing my account and withholding approximately 4,000 euros that I had as available balance.

I have used my account normally for both sports betting and casino games, always complying with the platform's terms of use.

After making a profit and reaching a balance of approximately €4,000, I wanted to verify my account so I could withdraw my funds. To ensure I met all of 1Win's requirements, I contacted the company beforehand via both email and their chat service, specifically asking what documentation and procedure I needed to follow to verify my account.

At all times I showed my willingness to collaborate, identify myself and provide any documentation that was necessary.

However, I later received a communication from 1Win indicating that my account had been permanently blocked for an alleged breach of their terms and conditions.

I completely reject this accusation.

I have always used the account correctly and fulfilled my obligations as a user. In fact, I consider it particularly significant that I personally contacted 1Win beforehand via email and chat, requesting instructions on how to properly verify the account and withdraw funds. This demonstrates my willingness to comply with all the identification and verification procedures required by the platform.

Furthermore, 1Win has not explained to me in a concrete way what conduct I supposedly carried out, but rather limits itself to generically quoting a clause in its terms that contemplates very different situations.

It is particularly worrying that the definitive closure of the account occurs precisely when there is a balance of approximately 4,000 euros pending withdrawal.

I do not consider it acceptable that a betting house can unilaterally close an account, make a generic accusation and, at the same time, prevent the customer from recovering such a large amount without providing a detailed explanation and concrete evidence of the alleged infringement.

Therefore, I formally request the full payment of the approximately 4,000 euros in my account.

I am not requesting any bonus, promotion, or additional amount. I am only claiming the money corresponding to the balance legitimately obtained through my casino and betting activity.

Quiero presentar una reclamación formal contra 1Win por el cierre de mi cuenta y la retención de aproximadamente 4.000 euros que mantenía como saldo disponible.

He utilizado mi cuenta con normalidad tanto para realizar apuestas deportivas como para jugar en el casino, cumpliendo en todo momento con las condiciones de uso de la plataforma.

Tras obtener ganancias y alcanzar un saldo aproximado de 4.000 euros, quise realizar la correspondiente verificación de mi cuenta para poder retirar mis fondos. Precisamente para asegurarme de cumplir correctamente con todos los requisitos de 1Win, contacté previamente con la empresa tanto mediante correo electrónico como a través de su servicio de chat, preguntando expresamente qué documentación y qué procedimiento debía seguir para verificar mi cuenta.

En todo momento mostré mi disposición a colaborar, identificarme y aportar cualquier documentación que fuese necesaria.

Sin embargo, posteriormente recibí una comunicación de 1Win indicando que mi cuenta había sido bloqueada de forma permanente por un supuesto incumplimiento de sus términos y condiciones.

Rechazo completamente esta acusación.

Siempre he utilizado la cuenta correctamente y he cumplido con mis obligaciones como usuario. De hecho, considero especialmente significativo que fuera yo mismo quien contactara previamente con 1Win por correo electrónico y por chat solicitando instrucciones para verificar correctamente la cuenta y poder retirar los fondos. Esta actuación demuestra mi voluntad de cumplir con todos los procedimientos de identificación y verificación exigidos por la plataforma.

Además, 1Win no me ha explicado de manera concreta qué conducta supuestamente habría realizado, sino que se limita a citar de manera genérica una cláusula de sus términos que contempla situaciones muy diferentes entre sí.

Resulta especialmente preocupante que el cierre definitivo de la cuenta se produzca precisamente cuando existe un saldo de aproximadamente 4.000 euros pendiente de retirada.

No considero aceptable que una casa de apuestas pueda cerrar unilateralmente una cuenta, formular una acusación genérica y, al mismo tiempo, impedir al cliente recuperar una cantidad tan elevada sin aportar una explicación detallada y pruebas concretas de la supuesta infracción.

Por todo ello, solicito formalmente el pago íntegro de los aproximadamente 4.000 euros existentes en mi cuenta.

No estoy solicitando ningún bono, promoción ni cantidad adicional. Únicamente reclamo el dinero correspondiente al saldo legítimamente obtenido mediante mi actividad de casino y apuestas.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you submit any identity documents to the casino for the verification of your account before it was blocked?
• Did you accumulate your winnings with or without a bonus?
• Could you please specify which casino games you played at this casino? Did you accumulate the majority of your winnings from casino games or from sports betting?
• Which payment method did you use to deposit funds into this casino?
• Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru.

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

Hi Veronika:

I just forwarded you the email I received from the casino after they closed my account.

Regarding your questions:

Yes, I completed the verification process before my account was blocked. I uploaded my ID and also completed the facial biometric verification.

I did not use any bonus, so the winnings did not come from promotions or bonus funds.

At the casino I mainly played roulette.

I believe my earnings came from both casino games and sports betting.

I used cryptocurrencies to make the deposits.

I cooperated fully with the casino and completed all the verification procedures they requested. Therefore, I find it particularly unjustified that, after verifying my identity, they blocked my account and stole my substantial balance.

Thank you so much for your help.

All the best,

Hola Veronika:

Acabo de reenviarle el correo electrónico que recibí del casino después de que cerraran mi cuenta.

Respecto a sus preguntas:

Sí, completé el proceso de verificación antes de que bloquearan mi cuenta. Subí mi documento de identidad y también realicé la correspondiente verificación biométrica facial.

No utilicé ningún bono, por lo que las ganancias no proceden de promociones ni de fondos bonificados.

En el casino jugué principalmente a la ruleta.

Considero que mis ganancias procedieron tanto de los juegos de casino como de las apuestas deportivas.

Para realizar los depósitos utilicé criptomonedas.

En todo momento colaboré con el casino y completé los procedimientos de verificación que me solicitaron. Por eso considero especialmente injustificado que, después de verificar mi identidad, bloquearan la cuenta y robaran mi saldo , el cual es muy elevado.

Muchas gracias por su ayuda.

Un saludo,

Thank you for your email.

Is there any chance that someone from your household or using the same IP address as you also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Did you use any shared device or shared internet connection while playing at this casino?