1win Casino - Выигрыши игрока конфискованы из-за предполагаемого нарушения правил.

I requested a withdrawal on december 14th, and was told that I needed to wait 48 hours for it to be credited! The 48 hours passed and nothing happened, so I contacted them through their support. They instructed me to send an email to their support team, who then asked for my documentation . They said it would take between 14 and 30 days to verify. But when the next day arrived, I received a response claimed that I had violeted their terms and conditions but they didn' t provide any specific reason. I had $24.36 in my account that I won with difficulty, I want them to restore my account I didn't break any rules or at least allow me to withdraw my winnings. Please help me with this 😭😭😭😭😭😭

Dear carmelline2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that the casino mentioned the term that you breached according to them. Do I understand correctly that you are not aware of violating any of the mentioned points, such as having multiple accounts?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1. yes I don't think I broke any of their rules, I have a single 1win account with my name, my email and my phone number.

2. I won $5 thanks to a true or false game on X (the game was published by the official X account of 1win) and they credited the $5 to my account. I also obtained $0.3 thanks to a voucher obtained on the 1win telegram channel. I have

then used the $5.3 to win everything else by playing a game called "lucky jet" (I had already lost everything I deposited myself)

Thank you very much, carmelline2, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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, carmelline2!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

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

Best regards, 1win team.

Добрый день!

Аккаунт 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.

1win team, can you, please, specify which forbidden practice in particular has been used by the player? Please, send proof to my e-mail: pavel.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.

Good afternoon

A withdrawal of 24.36usd was sent to the client's details. carmelline2 please confirm receipt.

Best regards, 1win team.

Добрый день!

Вывод в размере 24.36usd был отправлен на реквизиты клиента. carmelline2 подтвердите, пожалуйста, получение.

С уважением, команда 1win.

I received my money. Thank you very much casino guru, you are the best. 🙇‍♀️

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, carmelline2, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru