1win Casino - Igrač ne može da pristupi nalogu i povuče dobitke.

I've been trying to withdraw my money from my 1win account but I haven't been successful.

When I reached out to their customer service, they advised me to send my documents to their security team.

However, even after sending my documents, I can no longer access my account.

I'm frustrated because it seems like 1win is not allowing me to access my funds, and I just want my money back.

Dear ob3486123,

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. I clearly see that the casino informed you which term you breached and that your account was closed. Are you aware of the breaching of any of the listed points? Could you please confirm that you only created one account at this casino?

Have you accumulated your winnings with or without an active bonus?

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. 

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

I have not done any of these things. I only have one account. I fund and play normal casino games.

I've never employed any form of automated betting software. I really don't even know what that is, to be honest.

I'm not involved in any fraudulent activities related to loyalty programs or Arbitrage. My gameplay revolves around regular casino games with odds set from 1.5 to 1.9, which still have the house edge. I possess no unfair advantage over the casino or other players.

I've been playing without any issues. I'm puzzled by this action, as it seems to go against the very principles of fair Business-to-customer relationships. Why have my funds been restricted?

Do I understand correctly that you focused on sports betting? Did you play any casino games such as slots or live dealer games (roulette, blackjack, poker, etc.)?

My sports betting is minimal. I play and focus majorly on casino games such as poker, Aviator, Roulette and a few other casino games.

Thank you very much, ob3486123, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, ob3486123,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been confiscated? What steps should the player take to unblock the account and withdraw the disputed winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear ob3486123,

After gathering and reviewing all the necessary information and details provided by the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts used by 1 person or collusion. There were at least 2 accounts that shared the same payment method, which basically makes the KYC/verification impossible.

Only 1 account per user is allowed per player, and players are obliged to use only their own money and payment methods. Even if the used payment method(s) belonged to you, it would mean you at least would have to be aware of their use in another account or do it by yourself. Based on the clear and obvious evidence, it would be very difficult or likely impossible to prove anything else.

Successful verification is a must to be able to withdraw any funds from your casino account. Since you clearly failed to pass the KYC, the casino acted in accordance with its terms and conditions, and we accept it.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1win Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru