1win Casino - Hráč byl obviněn z porušení smluvních podmínek.

Withdrawals are not being paid, I made deposits and played sports and casino normally. I have won and lost, but they refuse to make payments and delete the login alleging baseless rules. They judge the customer by informing that I use software or multi-account, which I have never used this type of which they accuse me of. I was left with this amount to receive, I want at least the refund of my money that is in the login. I want honesty.

account id #11274944

Não estão pagando levantamentos, efetuei depósitos e joguei normalmente em esportes e cassino. Perdi e ganhei, mas se negam a efetuar pagamentos e exclui o login alegando regras sem fundamentos. Julgam o cliente informando que utilizo software ou multiconta, do qual nunca fiz utilização deste tipo que me acusam. Fiquei com esse valor para receber, quero pelo menos o ressarcimento do meu dinheiro que está no login. Quero honestidade.

id da conta #11274944

Dear tonny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated in the casino section or from sports betting, please? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Access only through my cell phone and laptop. The withdrawal has passed more than 20 days and has not entered my bank account. Impossible to be fraudulent actions, played at the casino and sports betting, including coupons with multiple bets. How can it be a fraudulent action? I am very unhappy because all these days went by and the chat attendants informed me that the withdrawal would be paid. Another problem that limited my bets and I was unable to play with my balance. The company in this way does not convey any credibility, many customers in Brazil have the same problem, I am not just an isolated case. I sent all the requested documentation by email, because directly through the website it does not accept the sending of documentation. I think it's dishonest that they keep my money and close the login without at least paying my balance. There's no trust. Now I'm out of this money

Acesso apenas pelo meu aparelho celular e notebook. O levantamento passou mais de 20 dias e não entrou em minha conta bancária. Impossível ser ações fraudulentas, jogava no cassino e apostas esportivas, inclusive cupons com apostas múltiplas. Como pode ser uma ação fraudulenta? Estou muito infeliz porque se passou todos esses dias e os atendentes do chat me informando que o saque seria pago. Outro problema que limitaram minhas apostas e fiquei impossibilitado de jogar com meu saldo. A empresa desta forma não passa nenhuma credibilidade, muitos clientes do Brasil estão com o mesmo problema, não sou apenas um caso isolado. Enviei todas as documentações solicitadas por email, pois diretamente pelo site não aceita o envio das documentações. Acho uma desonestidade eles ficarem com meu dinheiro e fechar o login sem pelo menos fazer o pagamento do meu saldo. Não passa confiança. Agora estou sem este dinheiro

Dear tonny,

Could you please forward relevant communication between you and the casino to petronela.k@casino.guru at your earliest convenience?

I didn't save a screenshot of the conversation with the attendants, but 1win can consult all the calls made. How could I imagine that 1win would take all my money this way? Unfortunately, it's a disregard for Brazil's customers. BEWARE of this 1win, with these attitudes a company is set up that just wants to take advantage of customers by keeping the money.

Não salvei printscreen de conversa com os atendentes, mas a 1win pode consultar todos os atendimentos feitos. Como poderia imaginar que a 1win iria ficar com todo meu dinheiro dessa forma? Infelizmente é um descaso com os clientes de Brasil. CUIDADO com essa 1win, com essas atitudes se configura uma empresa que só quer se aproveitar dos clientes ficando com o dinheiro.

Thank you very much, tonny, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, tonny,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello tonny!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of the Terms 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, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing 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.

Best regards, 1win team.

Very sad this situation, the casino should at least return the money they have. Beware of this Casino, they apply a rule without even having proof. They took my money.

Muito triste essa situação, o cassino deveria ao menos devolver o dinheiro que está com eles. Cuidado com esse Cassino, aplicam uma regra sem ao menor ter provas. Ficaram com o meu dinheiro.

Dear 1win team,

Could you please provide me with more details and relevant evidence for the mentioned accusation?

What types of games did the player play? What types of games did the player play most often, or which type of games did he get most of his winnings from? Did he use any bonuses? If yes, what type of bonus?

Ways for sharing the necessary information and/or data were already mentioned in my previous post.

Dear tonny,

I was in contact with a casino representative. I am currently waiting for additional information.

In the meantime, allow me please to ask you a few questions for clarification.

Can you please confirm that you played sports betting in 1Win Casino? What approximate percentage of your total bets were sports bets?

Yes, sports betting and roulette.

Sim, apostas esportivas e roleta.

Thank you, tonny, for your confirmation.

However, as you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering the necessary information from all involved, it is highly likely that the above allegations relate to sports betting. Therefore, I am forced to close your complaint as "rejected".

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

Anyway, if it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru