1win Casino - Výhry hráče jsou zabaveny a účet je uzavřen.

Hello, I bet a game on the 1win platform and won several thousand dollars, with a total of $13300 in my account. But the platform did not allow me to withdraw funds and told me to conduct Kyc verification. So I provided verification materials according to their requirements and conducted video verification. Finally, they informed me that using the same IP address as others violated company regulations and that I did not have sufficient knowledge in sports betting. For these two reasons, I closed my account and confiscated all my deposits and profits.They did not provide any evidence, and I also have a certain understanding of sports gambling, which does not match his description.

Hello nze4226,

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 was the verification process ongoing? Did you accumulate your winnings with real money or did you use a bonus? Can you please advise if anybody else from your household owns a casino account there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, the verification has been going on since August 2nd, and my bets are all made using money instead of bonuses. My family does not have a casino account, but due to the inability of the Chinese network to log in to this official website, I used VPN to switch to an IP address from another country. The last communication with the casino was on August 26th, regarding video authentication.

Hello, Nick,a week is almost over. You won't forget to handle my affairs, will you? I hope to receive your response as soon as possible.

hello?

Hello nze4226,

Did you ask the casino before registering if you may use VPN or not? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Hello Nick,

Yes, I asked, they allow the use of VPN,now I will forward my chat records with the casino to your email

I have forwarded my chat records with the casino to your email. Have you received them?

Thank you nze4226 and yes, I've received the e-mail. As we will require additional information from the casino, I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello nze4226,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide more information on why were the player's winnings confiscated?

Good afternoon

As previously reported in the letter, your account has been blocked for violating clause 15.1. Rules for using the site, section "General Terms and Conditions (hereinafter referred to as the Rules)": The Company does not recommend betting by a group of Clients from the same IP address or from the same local network, or by prior agreement. These types of activities may be regarded as collusion, fraud, or misleading actions.

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

Also for violation of clause 15.1. Rules for using the site, section "General Terms and Conditions (hereinafter referred to as the Rules)": It is prohibited to carry out gaming activities on the site on behalf of third parties (nominal owners of the game account).

The gaming profile is subject to immediate blocking if, during the verification of the gaming profile by a security officer, it is determined that the person undergoing verification does not have sufficient knowledge in the field of betting on sporting events.

Best regards, 1win team.

Добрый день!

Как уже сообщалось ранее в письме, Ваша учетная запись заблокирована за нарушение п.15.1. Правил использования сайта, раздела «Общие положения и условия (далее — Правила)»: Компания не рекомендует заключать пари группой Клиентов с одного IP-адреса или из одной локальной сети, а также по предварительному согласованию. Данные виды деятельности могут быть расценены как сговор, мошенничество, действия, вводящие в заблуждение. 

Мы строго придерживаемся правил и призываем к этому наших игроков. Поэтому никогда не выносим безосновательных решений.

Также за нарушение п.15.1. Правил использования сайта, раздела «Общие положения и условия (далее — Правила)»: На сайте запрещено совершать игровую деятельность от имени третьих лиц (номинальных владельцев игрового счета).

Игровой профиль подлежит немедленной блокировке, в случае если в процессе верификации игрового профиля сотрудником службы безопасности будет установлено, что лицо, проходящее верификацию не обладает достаточными знаниями в области ставок на спортивные события. 

С уважением, команда 1win.

Dear nze4226,

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.

Dear 1win Casino,

Please forward any supporting evidence of your claims to me at michal.k@casino.guru

Good afternoon.

We sent an explanation to michal.k@casino.guru.

Best regards, 1win team.

Добрый день.

Отправили объяснение на электронную почту michal.k@casino.guru.

С уважением, команда 1win.

Dear Michal,

If there is any evidence, please make it public here. 1Win's explanation is that I do not have enough knowledge of sports trading, but they did not mention the issue of sports trading during the video verification

Regarding the issue of VPN, I previously asked 1win customer service and clearly stated that VPN can be used

Thank you for your email, 1win Casino. I have replied back and am awaiting your response.

Dear nze4226,

I understand your point and I wish we could provide you with more information, but, due to GDPR and other policies the casinos and also our company need to follow, such information CANNOT be shared. I would like to bring to your attention the fact that KYC as well as AML are very important and essential processes. As online casinos don't have the luxury of being able to physically see all of the players and check their identification and documents, a video call is a very important way for gambling establishments to be able to complete the verification procedures. None of the licensed casinos take KYC or AML lightly. The casino security team uses various techniques for fraudulent or unfair activity checks and almost never shares this information with the involved parties (players), as it can be misused in the future by potential abusers on how to bypass these checks.

I can assure you that we always look at each complaint independently and make our decisions based on the facts we can gather. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator. We believe that 1win team had good reasons for their decision, but we still await further evidence from them, so your complaint is still under investigation.

Dear nze4226,

After a careful review of the information and evidence provided by the casino, we have come to the following conclusion:

The usage of a VPN was not an issue, and even if there is an IP match with some other accounts, this on its own is, from our point of view, not a valid reason to confiscate the player's winnings. Gathering all available evidence is crucial to considering each case fairly. As your complaint was sports betting-related, unfortunately, we don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only. Although we have received some information from the casino, and it looks like you have not passed the verification call we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We wouldn't be able to competently judge all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Michal

Casino Guru