1win Casino - プレーヤーの出金が遅れ、アカウントがブロックされました。

I made a withdrawal at 1win casino of 49570 Argentine pesos but the casino wouldn't let me withdraw. Three days passed and nothing... Tired of the situation, I started sending an email a day hoping for a response, but they never responded (meanwhile, I also wrote to them through the casino's assistance chat and they told me there was a problem with the transactions, but it would be resolved within a day, which obviously never happened). Last night, I sent an email inquiring if everything was in order and why it was taking so long, and this morning, the casino sent me an email stating they had blocked my account for fraudulent behavior and using programs (something I clearly never did). Now not only do I want them to give me my money, I also want them to reactivate my account.

Realice un retiro en el casino 1win de 49570 pesos argentinos pero el casino no me dejaba retirar, pasaron 3 días y nada... Ya cansado de la situación les comencé a mandar un mail por día para que me respondan pero nunca lo hicieron (a todo esto yo también les escribí por el chat de asistencia que brinda el casino y me dijeron que había un problema con las transacciones pero que se solucionaba solo en un día, cosa que nunca se solucionó). Ayer a la noche les mande un mail preguntando si todo estaba en orden y por que se demoraban tanto, y esta mañana el casino me mando un mail diciendo que me habían bloqueado la cuenta por actitud fraudulenta y usar programas (cosa que claramente nunca hice). Ahora no solo quiero que me den mi dinero, sino que también quiero que me rehabiliten mi cuenta.

Dear granamigomax,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with or without an active bonus? 

Could you please send the email you received from the casino where the casino justifies its decision to block your account?

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,

Tomas

Thank you very much, granamigomax, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Thomas, is everything in order? Do you need me to forward the 1win email to your email address?

Hola Tomas, esta todo en orden? necesitas que te reenvíe el mail de 1win a tu dirección de correo ?

Hi granamigomax,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

If there is any evidence supporting your decision, please forward it to my email address: tomas.k@casino.guru

Thank you.

Best regards,

Tomas

Good afternoon

Sent information to e-mail tomas.k@casino.guru.

Sincerely, 1win team.

Добрый день!

Отправили информацию на электронную почту tomas.k@casino.guru.

С уважением, команда 1win.

Dear granamigomax,

I received evidence that supported the casino's decision. Unfortunately, after gathering all the necessary information, we have concluded that this complaint is unjustified and will be rejected. You breached the casino's terms and conditions. Specifically, there were multiple accounts, and the same payment method was used in related accounts. The casino acted within its terms and conditions and made the correct decision.

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.

Best regards,

Tomas