The player from Brazil had faced a long 30-day document verification process during which he could not withdraw funds, leading to a significant increase in his bankroll. After being allowed to withdraw within the daily limit for several days, his account was suddenly blocked on 06/30/2024, with the platform alleging he had used software to cheat, an accusation he denied with evidence. The Complaints Team had communicated with the casino, which claimed the account was blocked due to fraudulent actions, but the player maintained he had not committed any fraud. Ultimately, the Complaints Team concluded that the casino's confiscation of winnings and account blocking were justified due to the player acquiring excessive free spins due to a technical error.
1win Casino - Player's account has been closed unexpectedly.
Amount: 623,000 R$
1win Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
hello, in may 2024 the platform requested my documents for account verification, they took 30 days to evaluate it, during this evaluation period, I continued betting, but without being able to withdraw, my bankroll went up a lot during this period. on 06/21/2024 I received the email informing me that my documents were correct and I could withdraw normally, and I was able to withdraw the daily limit for 9 days on 06/30/2024 my account was blocked and I never had access again, 623.000. the platform claimed that I was using software to steal the game, but I have several prints and videos showing myself playing without any help from software, but I haven't heard back from the platform since then. my phone number if you need it (51) 99938****
Hello andersondutraamaral,
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?
- Did you play casino games or sports betting?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
good morning
Could you tell us when your account was fully verified? 6/21/2024 (APPENDIX)
Did you accumulate your winnings with real money or did you use a bonus? REAL MONEY
Did you play casino games or place sports bets? LIVE CASINO (BAC BO)
When was the last time you spoke to the casino and what was it about? 19/07/2024 (APPENDIX)
Thank you andersondutraamaral for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you andersondutraamaral for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
Good afternoon
The account has been blocked in accordance with Rules 9.7:
In accordance with paragraph 9.7. of the Rules for using the website, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against the bookmaker (multi-account, use of software for automated betting, playing on arbitrage situations if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's game account.
Best regards, 1win team.
Hello, I hope everyone is well. This answer from Cassiano 1 win, was already in the description of the complaint, this is a standard answer that the casino uses for 90% of the cases, as I can see throughout this time that I am trying to resolve this situation, including this It was the last answer that was provided by the casino, for me after that I sent several emails, asking for explanations, about the use of software of this rule 9.7, the casino never answered me again, that's why I'm here, you from the casino Guru Peter and the whole team, are my last hope, because I know that I never committed any fraud.
Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!
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
We will provide an answer as soon as possible. We apologize for the inconvenience.
Best regards, 1win team.
Hello Peter,
just a doubt if casino 1 Win, does not respond in this new time, my complaint will be considered (Unresolved)? the only answer that has been provided so far was, the same as already in the opening of the complaint.
I ask because I have been waiting for a response from the casino for 9 months, without success.
Good afternoon
We sent a letter to the email address. Please take a look.
Best regards, 1win team.
hello Peter, I received free spins from my VIP manager, (attached), but they were not infinite spins, I had a number of specific spins in one of these spins I won the maximum prize, but after that I only played the live casino, which was the only game I had the habit of playing, I didn't commit any fraud, I just made a profit from my winnings on the free spins, I didn't use any software to hack the game or get the maximum winnings I won. in short, the amount of my winnings was obtained in the live casino game, the proof is attached, I have more videos to prove it
Thank you for the clarification andersondutraamaral, I have requested additional clarification from the casino representative through our email correspondence. I will keep you updated about any new developments. Thank you for your patience during this time!
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
We will send a response as soon as possible. We apologize for the inconvenience.
Best regards, 1win team.
Good afternoon
We sent the information to your email address. Please take a look.
Best regards, 1win team.
Thank you for providing me with information 1win Casino representative.
Dear andersondutraamaral, unfortunately, with the evidence provided by the casino, we won't be able to assist you further in this case. The records provided by the casino showed that you acquired 67,666,575 free spins and managed to make a withdrawal totaling 2,155,789 BRL as a result of this technical error. As this is more than twice the total amount of your deposits into the casino, we believe the resulting confiscation and blocking of the account is understandable in the situation. I understand this isn't a satisfactory solution to your issue, and I am sorry I could not be of more help on this occasion. Thank you for your understanding.
Best regards,
Peter
