1win Casino - 選手の退会が遅れました。

Good morning.

More than 4 days ago I made a withdrawal of 200,000 Colombian pesos which have a maximum period of 48 hours to solve, and after 48 hours they did not solve me and they told me that the money would arrive soon, and today April 24 After 4 days I am going to go into the kitchen to check if my process had already advanced and I notice that it is not possible for me to enter because my account has been blocked with my 200,000 thousand pesos unresolved, and I contacted the 1win email again and they did not let me know. they give any answer. I sent them a photo of my ID, a photo with my ID holding it, and a photo of my bank card with which I made the withdrawal and even so they do not give me an answer.

Buenos dias.

Hace más de 4 días hice un retiro de 200.000 mil pesos colombianos los cuales tienen un plazo máximo de 48 horas para solucionar, y pasado las 48 horas no me solucionaron y me dijeron que pronto me iba a llegar el dinero, y hoy 24 de abril despues de 4 días voy a entrar al cocino a verificar si ya había avanzado mi proceso y noto que no me es posible entrar porque mi cuenta ha sido bloqueada con mis 200.000 mil pesos sin resolver, y volví a comunicarme al correo de 1win y no me dan respuesta alguna. Les envié foto de mi cédula, foto con mi cédula sosteniéndola, y foto de mi tarjeta bancaria con la que hice el retiro y aun asi no me dan respuesta.

Dear jordisex18,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

They just told me about 1win that they blocked my account for violating their rules such as fraudulent bets, using alleged hacks and others, without just cause, which is not the case since instead of earning money I lost with them and they blocked me without resolving the withdrawal of my account. My money, which I neither won nor lost because I deposited 200,000, played, won in some, lost in others and was left with the same 200,000 thousand. I asked them for evidence since I never did what they accuse me of and they don't give me an answer and they kept my money

Acabaron de decirme de 1win que bloquearon mi cuenta por incumplir normas de ellos como apuestas fraudulentas, utilizar supuestos hacks y demás, sin justa causa lo cual no es así puesto que en ves de ganar dinero perdí con ellos y me bloquearon sin resolver el retiro de mi dinero el cual ni gane ni perdí porque yo deposite 200.000 jugué, gane en unas perdí en otras y volví a quedar con los mismos 200.000 mil. Les pedí evidencia puesto que yo nunca hice eso que ellos me acusan y no me dan respuesta y se quedaron con mi dinero

Player's additional information:

They just told me about 1win a week ago that they blocked my account on suspicion of violating their rules such as fraudulent bets, using supposed hacks or multi-account and so on, without just cause or without clarifying, which is not the case since instead of earning money I lost with them and they blocked me without resolving the withdrawal of my money, which I neither won nor lost because I deposited 200,000, played, won in some, lost in others and was left with the same 200,000, which I withdrew and it has not arrived. I asked them for evidence since I never did what they accuse me of and they don't give me an answer and they kept my money

My ID is 31922733

Hi jordisex18,

Could you please forward any relevant communication to petronela.k@casino.guru? Meanwhile, please advise what games you were playing (live casino games, slots, or sports betting).

I was playing aviator, and I also made a sports bet

Estaba jugando aviator, y también hice una apuesta deportiva

Thank you very much, jordisex18, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi jordisex18,

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.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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.

Good afternoon

The player's account has been blocked in accordance with paragraph 9.7 of the rules -

In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.

Sincerely, 1win team.

Добрый день!

Аккаунт игрока был заблокирован в соответствии с пунктом правил 9.7 -

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Dear 1win Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? 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 (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Good morning.

On April 25, 2023, I sent an email to 1win support in which I asked for evidence of the decision they made not to let me withdraw the 200,000 and to block me.

They told me that they would respond to me within a maximum period of 14 days, and today, May 11, it has already been 16 days, therefore they have not complied with their internal regulations and since they did not reply to the email with the requested evidence within their maximum period, I demand that they return my money immediately since they did not present evidence of the accused.

I attach evidence of when I sent the email

Buenos días.

El día 25 de abril del 2023 yo envié un correo a soporte de 1win en el cual pedía evidencias de la decisión que tomaron de no dejarme retirar los 200.000 y bloquearmen.

Ellos me dijeron que me respondían en un plazo máximo de 14 días, y hoy 11 de mayo ya van 16 días, por ende an incumplido con su reglamento interno y como en su plazo máximo no me dieron respuesta al correo de las evidencias pedidas , exijo que me devuelvan el dinero inmediatamente ya que no presentaron evidencias de lo acusado.

Adjunto evidencias de cuando envié el correo

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 jordisex18,

I was provided with more evidence supporting the casino's decision. After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - the same payment method used in multiple accounts.

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.

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

Best regards,

Tomas