Id- 20385352

Name - Abhishek S****

I created an account in 1win few days back and just after one withdrawal they stopped my withdrawal request.

I connected to support via chat they asked me to mail.

After sending email they requested me to submit the documents for account verification.

I have done verification and also confirmed that via email as well as chat.

Now again after 5 withdrawals they hold my withdrawal for 2 days and now account has been blocked.

No update via email and chat support is useless.

Kindly help.

Screenshots are attached for your reference.

It's the worst app.

Hello abhi61641,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and they may block the access to your account until it is finished.

Looking forward to your answer.

Regards,

Nick

Actually the issue is that my verification is already done and before this my withdrawal was pending for 2 days.

Then I got my withdrawal & I confirmed if I am free to do transactions now, they confirmed me the same and the email screenshot has been attached.

Now after 5 transactions my withdrawal has been suspended and suddenly account has been blocked.

Chat support says contact email and email support don't respond.

My issue is that if verification is done how can they block the account.

I opened the account on 26th oct and after one withdrawal it got denied on the same day.

On 27 th I got a mail for documents verification.

And on the same day they confirmed that it has been completed and I can do the transactions.

On 28th After 5 withdrawals they again hold my transaction and on 31 St they just blocked my account without any reason

Got this e-mail reply today.

Hello abhi61641 and thank you 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 abhi61641 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 ask if you could provide evidence of the fraudulent activity to my email. ([email protected])

Thank you!

Thanks for the support.??

Good afternoon

Sent the output to the user. abhi61641 Please confirm receipt of funds.

Best regards, 1win team.

Добрый день!

Отправили вывод пользователю. abhi61641 подтвердите, пожалуйста, получение средств.

С уважением, команда 1win.

Yes, I have received my funds but my account is still blocked.

My issue is about account blockage, what's the exact reason?

It's still blocked and I can't login there.

I want to know the exact reason for suspending my account & also if I was playing a fair game then will I be able to use my account in future or not?

Kindly answer my issues because I don't want the same thing to happen in future.

Your account is blocked by 9.7:

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.

In this case, we have sent the withdrawal to your details and are ending cooperation.

Best regards, 1win team.

Ваш аккаунт заблокирован по 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.

В данном случае, мы отправили вывод на Ваши реквизиты и прекращаем сотрудничество.

С уважением, команда 1win.

Dear abhi61641,

As you have received your winnings I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter