1win Casino - 違反の疑いがあるため、プレイヤーのアカウントは閉鎖されました。

Good day, on May 11th, I registered at this casino. As usual, I wasn't able to earn anything, and when the time came to make my first withdrawal around June 23-25, my withdrawal was not processed for more than 2 or 3 days.

I contacted support via email, and they requested that I send them documents for verification—I sent everything. On June 28th, I received a message stating that I had passed the verification process (I can provide screenshots of all emails exchanged; everything is documented in my email).

After that, I continued using my account, requested another withdrawal, and once again, it wasn't processed for 2-3 days. I emailed support again, this time being directed to a different support email address.

I sent them the requested documents, just like the first time, but I also asked if the documents were needed again since I had already completed this process. They responded that I should wait for verification for 14 days (up to a maximum of 30).

This occurred around July 10-13. On August 16th, on what was the 33rd day or so, I received a message stating that I violated rule 9.7, and my account was locked.

I ask for help in resolving this situation.

The deposit made into the account was $2,070, and I only managed to withdraw $400. I don't remember the exact balance, but it was around $1,500-$1,800.

I am requesting at least the return of my deposit since I wasn't able to earn anything on your site, and my personal funds have been confiscated.

I hope for your assistance.

Thank you!

Добрый день, 11 мая я зарегистрировался в данной конторе, как обычно бывает, заработать не вышло, и вот приходит время поставить свой первый вывод средств где то 23-25 июня и мне не выводили больше 2или 3 суток

Я обратился на почту, запросили отправить на почту им документы для верификации- я все отправил, 28 июня мне приходит сообщение- что я прошел верификацию (все это могу скинуть скриншотами, все есть на почте, каждое мое сообщение и их ответ)

Далее я продолжаю использовать аккаунт, поставил вывод средств и снова не выводят 2-3 суток, обратился на почту, почту в тех поддержке дали уже другую

Написал им, запросил также документы, как и в первый раз, ответил я, что я уже проходил, нужны ли документы повторно? НА что мне ответили, что ждите проверки 14 дней(максимум 30)

Это все происходит в числах 10-13 июля, 16 августа на 33 +- день мне приходит сообщение, что я нарушил п. 9.7 правил и мой счет заблокировали.

Прошу разобраться в данной ситуации

Депозит в аккаунт 2070 долларов, вывел я всего 400

На балансе не помню сколько было, но вроде бы 1500-1800

Я прошу вернуть хотя бы депозит, потому что я даже не смог заработать на вашем сайте, а вы еще и личные средства у меня отобрали

Надеюсь на вашу помощь

Спасибо!

Dear Krav4enko12,

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 how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Krav4enko12, for providing all the necessary information.

As you may be aware, our website Casino.Guru exclusively handles complaints regarding online casinos, excluding those related to sports betting. However, given that this issue appears to be solely related to KYC verification, we will make an effort to assist you.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Krav4enko12,

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

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.

Hello, how will it help me if the complaint is closed, let's wait for an answer as long as it takes. I really need my money

Здравствуйте, а как мне поможет то, что жалоба будет закрыта, давайте будем ждать ответа столько, сколько потребуется. Мне очень нужны мои деньги

Dear Krav4enko12,

I was expecting to receive further information from the casino team, but, unfortunately, I have not yet heard back. I have followed up with the casino representative once again and I hope to receive an update soon. However, without their cooperation, we may regrettably have no choice but to close the complaint as unresolved. I understand this might not immediately help with your situation, but this outcome could potentially significantly impact the casino's rating in a negative way, which might prompt a change in their approach.

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

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 Krav4enko12,

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 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, and we will try our best to help.

Best regards,

Michal

Casino Guru