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The casino arbitrarily closed my account, keeping my withdrawals

Casino cierra la cuenta de forma arbitraria quedándose con los retiros

Dear Barrbii,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with 1win Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

El casino solo da está respuesta sin solucion alguna. Retiene retiros y cierra cuentas, yo no tuve multicuentas jamás.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account has been blocked and cannot be restored.

Dear Barrbii,

Can you please forward all the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Dear Barrbii,

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.

Good morning Nikolas, I hope you are well.

I tell you that the casino closed my account arbitrarily, first my withdrawals did not arrive so I sent an email, they responded that I had to verify my identity which was approved, after that my withdrawals began to arrive normally, approximately 14 days later I tried to enter my account and it was blocked, when I asked the reason they responded

quote:

"At the same time, we inform you that in accordance with clause 9.7. of the Site Use Rules, General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker (multi-account, use of software to automate bets, playing in arbitration situations, if the game account is not used for placing bets, abuse of loyalty programs, etc.), the bookmaker reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's game account.

Therefore, in accordance with the violation of clause 9.7, the game account has been blocked and cannot be restored.

I do not understand the reason since I do not have multiple accounts and I did not use the account as a fraud either, it is worth mentioning that it was blocked with several pending withdrawals, clearly I do not have access to it so I do not have more account data beyond that it was linked to my email and I do not have a clear response from them either.

from 1win.

The emails will be sent to the account you provided me, thank you.

Buenos días Nikolas, espero te encuentres bien.

Te comento que el casino cerró mi cuenta de forma arbitraria, primero mis retiros no llegaban por lo cual envíe un correo, ellos respondieron que debía realizar una verificación de mi identidad la cual salió aprobada, luego de eso mis retiros comenzaron a llegar normalmente, 14 días después aproximadamente trato de ingresar a mi cuenta y estaba estaba bloqueada, al consultar el motivo ellos responden

cito:

"Al mismo tiempo, le informamos que de conformidad con la cláusula 9.7. de las Reglas de Uso del Sitio, sección de Términos y Condiciones Generales (en adelante, las Reglas), si un apostador comete acciones fraudulentas contra una casa de apuestas (multicuenta) , uso de software para automatizar apuestas, jugar en situaciones de arbitraje, si la cuenta de juego no se utiliza para realizar apuestas, abuso de programas de fidelización, etc.), la casa de apuestas se reserva el derecho de prevenir tales acciones fraudulentas cancelando apuestas y cerrando la cuenta. cuenta de juego del participante de la apuesta.

Por lo tanto, de acuerdo con la violación de la cláusula 9.7, la cuenta del juego ha sido bloqueada y no se puede restaurar.".

No entiendo el motivo ya que yo no tengo multicuentas y tampoco use la cuenta como fraude, cabe mencionar que está fue bloqueada con varios retiros pendientes, claramente no tengo acceso a ella por lo cual no tengo más datos de la cuenta más allá de que estaba enlazada con mi correo y tampoco tengo una respuesta clara de parte

de 1win.

Los correos serán enviados a la cuenta que me proporcionaste, gracias

Thank you Barrbii for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Barrbii,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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 Barrbii,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and failed KYC/verification after further inspection of the linked accounts. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions. The data is clear.

If your identity was verified and your documents were accepted, it does not mean it was completed. There are more levels of verification, and you fail to pass all of them. There were specific data matches between your account and another casino account.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, 1win Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru