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I am writing to express my concern about a problem I have had with my account, whose ID is 93**** and my name is Tatia****Cor**** Va****.

I have used your platform several times to deposit and withdraw funds. I had already made two withdrawals before without any problems. On October 18th, I made another deposit and started playing, making profits and losses, but I decided to make a new withdrawal of $450. However, when I tried to withdraw the funds, my account was blocked and I was informed that I had violated the platform's rules.

I completed the security verification process, which was successful, and I was expecting the withdrawal to be processed. However, I have not received any clear response as to when my funds will be returned or if the block on my account will be lifted. I have sent several emails, but have not received any response in the last three days.

My main concern is that even though my account was blocked, the money I had in it should be returned as I have not been informed that the platform can keep these funds. I would appreciate confirmation as to when I can expect to receive the $450 I requested to withdraw.

I understand that there are policies and rules to follow, but I would like to get a clear answer about my case and a fair solution as soon as possible.

Kind regards,

Tatiana Co**** V****

Account ID: 9358****

Les escribo para expresar mi preocupación sobre un problema que he tenido con mi cuenta, cuyo ID es 93**** y mi nombre es Tatia****Cor**** Va****.

He utilizado su plataforma varias veces para depositar y retirar fondos. Anteriormente, ya había realizado dos retiros sin problemas. El día 18 de octubre, realicé otro depósito y empecé a jugar, obteniendo ganancias y pérdidas, pero decidí realizar un nuevo retiro de 450 dólares. Sin embargo, al intentar retirar los fondos, mi cuenta fue bloqueada y me informaron que había infringido las normas de la plataforma.

Cumplí con el proceso de verificación de seguridad, el cual fue exitoso, y esperaba que el retiro se procesara. Sin embargo, no he recibido ninguna respuesta clara sobre cuándo se me devolverán los fondos o si el bloqueo de mi cuenta será levantado. He enviado varios correos electrónicos, pero no he recibido ninguna respuesta en los últimos tres días.

Mi preocupación principal es que, aunque mi cuenta fue bloqueada, el dinero que tenía en ella debería ser devuelto, ya que no se me ha informado que la plataforma pueda quedarse con estos fondos. Agradecería que me confirmaran cuándo puedo esperar recibir los 450 dólares que solicité retirar.

Entiendo que hay políticas y normas a seguir, pero me gustaría obtener una respuesta clara sobre mi caso y una solución justa lo antes posible.

Saludos cordiales,

Tatiana Co**** V****

ID de cuenta: 9358****

Hello tatianacoronado1603,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

1. Could you please tell me since when your account has been fully verified?

My account was fully verified on October 18th, and the process was approved without any issues.

I was asked to verify because I had requested a withdrawal that was taking a long time to process. I sent an email asking about the delay and they replied that I needed to verify my account in order to proceed with the withdrawal.

3. Did you accumulate your winnings with real money or did you use a bonus?

My winnings were accumulated using real money, not bonuses.

4. When was the last time you spoke to the casino and what was it about?

The last time I contacted the casino was on October 21st. They sent me an email informing me that my account had been blocked and that I would not be able to open another one. This worried me a lot, so I replied to them asking about the money I was withdrawing, as I figure that if they block my account, they should at least return the money I had requested. I am quite worried because they have not yet given me a clear answer as to when I will receive my withdrawal.

1. ¿Podrías indicarme desde cuándo está completamente verificada tu cuenta?

Mi cuenta fue completamente verificada el 18 de octubre, y el proceso fue aprobado sin problemas.

Me pidieron hacer la verificación porque había solicitado un retiro que estaba tardando mucho en procesarse. Envié un correo preguntando por el retraso y me respondieron que debía verificar mi cuenta para poder avanzar con el retiro.

3. ¿Acumulaste tus ganancias con dinero real o utilizaste un bono?

Mis ganancias fueron acumuladas utilizando dinero real, no con bonos.

4. ¿Cuándo fue la última vez que hablaste con el casino y de qué se trató?

La última vez que me comuniqué con el casino fue el 21 de octubre. Me enviaron un correo donde me informaban que mi cuenta había sido bloqueada y que no podría abrir otra. Esto me preocupó muchísimo, así que les respondí preguntando por el dinero que estaba retirando, ya que me imagino que, si me bloquean la cuenta, al menos deberían devolverme el dinero que había solicitado. Estoy bastante preocupada porque aún no me han dado una respuesta clara sobre cuándo recibiré mi retiro.

Hello tatianacoronado1603,

Before we would take any further steps, please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Looking forward to your response.

Regards,

Nick

Good afternoon

I already sent the communication to your email, from my personal email

I look forward to your response.

Buenas tardes

Ya le mandé la comunicación a su correo, desde mi correo personal tatianacoronadovargas7@gmail.com

Quedo atenta a su respuesta.

Thank you tatianacoronado1603 for the communication provided. As we will need further clarification from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello tatianacoronado1603,

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,

I would appreciate more details regarding the player's actions that were considered a breach of rule 9.7, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

Additionally, even if the breach of terms is proven, will you consider returning the player deposits?

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for the information and evidence provided, 1win Casino Team.

Dear tatianacoronado1603,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method and very similar IPs in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.

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.

Best regards,

Michal

Casino Guru