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My ID 309446552

My account was blocked for no reason or by mistake.

I had a pending withdrawal since April 1st and yesterday April 8th I went to 1win to see what had happened with my withdrawal if it had been canceled or was still pending and as it was still pending I proceeded to contact support via email about the status of my withdrawal and why it takes so long they responded to review my account and wait for a response from them while I waited I made a deposit of approximately $ 2 to see if my account was ok and it was credited after a couple of hours I received the withdrawal that was pending and everything was perfect until I decided to enter my account to play with the money I had previously deposited and ask about another deposit that was not credited and it turns out that my account was blocked and I did not know because then I received an email that my account was blocked for breach of article 9.7 which I do not understand because I never did anything to which that article refers, but I noticed that the email they sent me had another email associated in the text that is not mine so it could have been an error that they blocked my account, attached a screenshot

In addition to that I have a deposit that was not credited of 8508VES which was at that time $100

I made the bank transfer on March 26 to an account that they provided on their deposit page, an account that a few days later stopped appearing on their page, well and after a few hours of not being credited I contacted support via chat and they told me to wait 24 hours that my deposit was still being processed after 24 hours when I saw that my deposit was not credited I contacted support again via chat and they asked me for screenshots of the transfer and I sent them to them and they gave me a ticket number which is the following PMNT-2531983 and that I should wait 1 to 7 days to resolve the case and that they would send me an email with any news, but days went by and they never sent me anything and my deposit was never credited and now they blocked my account

I need help to recover the account and if it cannot be recovered at least get my deposit back.

Mi ID 309446552

Mi cuenta fue bloqueada sin ningún motivo o por error

Tenía un retiro pendiente desde el 1 de abril y ayer 8 de abril entro a 1win a ver qué había pasado con mi retiro si se había cancelado o seguía en pendiente y como aún seguía en pendiente procedí a contactar a soporte vía correo electrónico sobre el estado de mi retiro y porque demora tanto me responden que revisaran mi cuenta y que esperara a una respuesta de ellos mientras esperaba hice un depósito de 2$ aproximadamente para ver si mi cuenta estaba bien y se acreditó luego de un par de horas me llegó el retiro que estaba en pendiente y todo perfecto hasta que decido entrar a mi cuenta para jugar con el dinero que había depositado anteriormente y preguntar sobre otro depósito que no fue acreditado y resulta que mi cuenta estaba bloqueada y no sabía porque luego me llega un correo que mi cuenta estaba bloqueada por el incumplimiento del artículo 9.7 cosa que no entiendo porque nunca hice nada a lo que ese artículo se refiere, pero note que el correo que me enviaron tenía asociado en el texto otro correo que no es el mío así que pudo ser un error de que me bloquearon la cuenta, adjunto captura

Además de eso tengo un depósito que no fue acreditado de 8508VES que eran en ese momento 100$

Hice la transferencia bancaria el 26 de marzo a una cuenta que ellos proporcionaban en su página de deposito, cuenta que unos días después dejo de aparecer en su página, bueno y luego de unas horas de no ser acreditado contacte a soporte vía chat y me dijeron que esperara 24 horas que aún mi depósito estaba siendo procesado luego de las 24 horas al ver que no fue acreditado mi depósito vuelvo a contactar a soporte por chat y me pidieron capturas de la transferencia y se las envío y me dan un número de ticket que es el siguiente PMNT-2531983 y que esperara de 1 a 7 días para resolver el caso y que me enviarían un correo ante cualquier novedad, pero pasaron los días y nunca me enviaron nada y nunca se acreditó mi depósito y ahora me bloquearon la cuenta

Necesito ayuda para recuperar la cuenta y si no se puede recuperar al menos que me devuelvan mi depósito

Dear cleydec777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account being blocked and the issues with your deposits.

To better understand your situation and assist you effectively, could you please provide more details regarding the following:

• Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports only?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Is there any possibility that someone from your household or using the same IP also created an account at this casino?
• Have you contacted your payment provider to ask about the status of the deposit that has not been credited to your casino account?

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

I only played in live casino

Never log in to your account using WiFi, always use mobile data.

I don't think anyone created or used the same IP to use or create the account since as I mentioned before I always used mobile data to create and access the account.

My bank informs me that the payment was made successfully.

Solo jugaba en casino en vivo

Nunca entre con WiFi a la cuenta, siempre use datos móviles

No creo que alguien haya creado o usado la misma IP para usar o crear la cuenta ya que como mencioné anteriormente siempre use datos móviles para crear y acceder a la cuenta

Mi banco me comunica que el pago se hizo exitosamente

What was the balance in your account when the casino closed it?

Approximately $2, but as I mentioned, the deposit of 8508bs, which was $100, was never credited to me.

Aproximadamente 2$, pero como ya mencioné nunca se me acreditó el depósito de 8508bs que era 100$

Thank you for your reply.

To proceed with the investigation of the lost deposit, could you please forward me the following documents?

• deposit receipt
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear cleydec777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello good

I just sent the information to your email.

Buenas

Le acabo de enviar la información a su correo electrónico

Thank you for your email. I have reviewed your bank statement, and I’d like to clarify a few details to better understand your case.

Could you please confirm whether the following transactions represent the deposits you made into the casino?

Additionally, I noticed that these amounts were credited to your bank account and then immediately debited. Could you kindly explain the reason for this?

Yes, they are indeed deposits made to the casino, but the only one that was not credited was the one dated March 26, 2018.

In my country the currency is devalued a lot and what we usually do to preserve the value of the money is convert the bolivars to dollars and when we need to make purchases or transfers in our local currency we sell those dollars for bolivars and basically those are the deposits and withdrawals that you can see, since I sold dollars for my local currency and immediately deposited to the casino

Sí, efectivamente son depósitos realizados al casino, pero el único que no fue acreditado fue el de 26 de marzo de 8508

En mi país se devalúa mucho la moneda y lo que solemos hacer para conservar el valor del dinero convertimos los bolívares a dólares y cuando necesitamos hacer compras o transferencia en nuestra moneda local vendemos esos dólares por bolívares y básicamente eso son los depósitos y retiros que puede observar, ya que yo vendía dólares por mi moneda local e inmediatamente depositaba al casino 

Thank you very much, cleydec777, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello cleydec777, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of 1win Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked, and what has happened to the initial deposit? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Hello, cleydec777!

According to the results of the check your account has been blocked for violation of p.9.7. of the Rules of use of the site, section "General terms and conditions (hereinafter - Rules): If a betting participant commits fraudulent actions against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for betting, abuse of loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Hello, Matej!

We have requested additional information for you from the specialists, but unfortunately we have not received a reply yet. 

We hope to get back to you with news as soon as possible. Thank you for waiting. 

Regards, 1win team. 

Thank you for the update, 1win team. Please let me know as soon as you receive the results of the investigation. If it contains any sensitive information or internal system data, feel free to send it to me directly via e-mail at matej.l@casino.guru. Cheers.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for the message, I have now replied back. :)

Dear cleydec777, I am not able to share any details as of now, since the casino is sharing internal files as evidence, however once I get my questions answered, I will update you on the situation in this thread.

Perfect, I'll be attentive.

Perfecto estaré atento

Hello, Matej! 

We have also replied to your email. Please check your e-mail. 

Regards, 1win team. 

Dear cleydec777, I have read the e-mails sent by the casino, and they state two things:

1. As per the evidence, you have opened a secondary account which has been closed accordingly with their T&Cs. Every casino has within their terms a clause that all the balance of any secondary account will be voided, in line with AML regulations, so there is nothing we can do about that
2. Casino stated that your primary account - which has been also closed - had no balance left on it, as you have withdrawn it prior to the closure. Can you confirm your original account had no money left on it at the time of closure, please?

So the deposit that was never credited to my account was lost?

The account itself doesn't matter to me, what matters is the deposit I made and it was never credited to me.

I was practically robbed.

Entonces el depósito que nunca fue acreditado en mi cuenta se perdió?

La cuenta en si no me importa, me importa es el depósito que hice y nunca me fue acreditado

Prácticamente me robaron.

Thank you, cleydec77 , I have messaged our casino contact with the deposit screenshot and the ticket number you have provided us with before, and am waiting for their reply.

Dear 1win team, feel free to reply either in this thread - or in case of sensitive information - just reply to my e-mail, please. Then, I will sum the necessary information as a post in this thread.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Once I get a response to my last question to the casino, I will post an update here.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you. The casino confirmed the missing payment has been received, and will not be refunded. I have inquired about the reason for the decision, and will post an update as soon as I hear back from the 1win team.

Was it received? But it was never credited to my 1win account.

That is, it was never credited and I was never able to use that money and they say that they did receive it and that in addition to not being credited, they will not reimburse me.

I expected everything from this platform, but never that they would steal your own money.

Se recibió? Pero nunca fue acreditado a mi cuenta de 1win

O sea nunca fue acreditado y nunca pude usar ese dinero y dicen que si lo recibieron y que además de no ser acreditado no me lo reembolsaran

Me esperaba de todo de esta plataforma, pero nunca que te robaran tu propio dinero

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

While in case of multiple accounts the casino has the right to void balance from any of the accounts - even the original one - given the disputed amount, I have asked if they would be willing to make an exception in this case and return this last deposit.

It would be fine and I wouldn't claim it if it was platform earnings, but it's not, it's my own money that I was never able to use on the platform because it wasn't credited.

So at least I deserve a refund.

Estaría bien y no reclamaría si fueran ganancias de la plataforma, pero no es así, es mi propio dinero cuyo dinero nunca pude usar en la plataforma porque no fue acreditado.

Así que al menos merezco un reembolso

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear cleydec77, I have tried to mediate with the casino via e-mails, but they refused to refund you the disputed amount. Unfortunately, they are only enforcing their own Terms & Conditions, and since you did create multiple accounts, they can void any and all balance - including the one you had no time to use for wagering. Since the casino won't budge, there is nothing more I can do.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.