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Hello Casino Guru Team,

i played in 1win for more than 15 days then i started having some problems..

Problem No.1—. On 23 may 2024.. I deposited 40000 INR in 1win and my payment was successfull but in order to receive the deposit in 1win.. i need to enter the "12 Digit UTR/Transaction Number"

But i got UTR/Transaction No. Of more than 12 Digits, I’ve talked with my vip manager too and shared the payment proof too but he didn’t help me… i mailed many times but i get the same response that i’ll need to wait for 14 days but now its already been 14 days still no resolution provided…

Problem No.2– My withdrawal of 60000 INR is Stuck and under processing from more than 10-15 days where the standard withdrawal time is 24-48 hours..

I mailed about it too but still the same response.. My KYC is completed too

Please 1win team and Casino Guru team Help me… I’m so worried about it.. The amount which is stuck is really big for me and i don’t want to Loss it!

My 1win Id— 74312***

Registered gmail - himalya*********@gmail.com

Please Help me 1win team and casino guru team!!

Dear Himalya,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your deposit of 40,000 INR has not been credited to your casino account yet? Have you made any successful deposits before?

Could you kindly specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Yes, I deposited many times i had no problem in deposits before…but now 40,000 is not credited..

i mostly play Live casino games..

After My 40000 is stuck.. I deposited 30,000 and played with it and converted 30000 to 60000 INR and i was happy with it so i put it on withdraw but now its been more than 10 days for my withdrawal..

i even tried cancelling the withdrawal and put it on withdraw again but still the same issue

Hello, I received a mail from the security team of 1win that they have blocked my account due to use of multi account, etc

but i didn’t do anything.. now i can’t even login as they blocked and my fund in 1win is still stuck.. they scammed me

Could you please forward me the email you received from the casino? Kindly include all the other communication or evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Regarding the accusations of you having multiple accounts, is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus? 

Hey!

I sent you the mail just now.. and I don’t think if someone is playing from my household… and for the reference i read their policy and it is written that if they block our account, they will refund the fund that is in the account…

and I haven’t got any withdrawal..

My total amount was 1,00,000 INR

60,000 was stuck on withdrawal

and for the remaining 40,000… I deposited 40000 to 1win but it didn’t credited in 1win

Thank you very much, Himalya, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Himalya,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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 in relation to the 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 activities 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.

First of All… It is false and Secondly i’ve read 9.7 clause of the rules.. and it is totally written that if 1win closes the account.. they will give back the funds which i had in my account.. but I haven’t got anything!

Dear 1win Casino,

Thank you for the clarification.

Could you please provide any available evidence of player's fraudulent activity by sending it to my email address at jakub.m@casino.guru?

Thank you.

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

Sent evidence by email. Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Hello everyone!

Thank you, 1win Casino, for providing additional information.

Dear Himalya,

After thoroughly examining the evidence presented, it is evident that the casino's decision is well-supported. The evidence strongly indicates the presence of multiple player accounts, aligning with our stance at Casino Guru that views such actions as a fraudulent tactic aimed at gaining an unfair advantage. Therefore, regrettably, this complaint must be rejected as unjustified.

As a recommendation for future interactions, I would advise the player to adhere strictly to the casino's Terms and Conditions and refrain from engaging in any fraudulent activities aimed at gaining an unfair advantage.

However, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.

Best Regards,

Kubo