1win Casino - L'account del giocatore è stato chiuso.

Hello, if possible I would like the help of Casino Guru. I created an account at 1win, I was betting on Live Casino (Black Jack) and I also made bets on sports, I made a profit so I made some withdrawals, but the withdrawals were not paid, so I carried out the verification as requested, and after the verification when I came across my account had been blocked for no reason and without warning. I would like to receive my blocked balance. Thank you!

Olá, se possível gostaria da ajuda do Casino Guru. Criei a conta na 1win estava apostando Casino ao vivo (Black Jack) e também fiz apostas em esportes, obtive lucro então realizei alguns saques, mas os saques não foram pagos, então realizei a verificação como solicitado, e após a verificação quando me deparo minha conta havia sido bloqueada sem motivos e sem aviso. Gostaria de receber meu saldo que ficou bloqueado. Obrigada!

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Dear Amandda21,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask a few questions to better understand the situation.

• Could you provide details about the verification process? Did you encounter any issues during this stage?
• Did you accumulate your winnings with or without an active bonus?
• Would it be possible for you to share your withdrawal or transaction history? Alternatively, please provide at least the date of your withdrawal request and any relevant details (such as payment method, amount, etc.).

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

Best regards,

Petra

Hello, the verification process was normal, it was successful, but after the verification I went to access my account and saw that it was blocked.

My winnings were without using bonuses.

The date of the withdrawals I made, if I'm not mistaken, was 10/03, the withdrawals were made via BNB cryptocurrency. I made 3 withdrawals and the value of each withdrawal is 2 BNB.

Olá, o processo de verificação foi normal, realizado com êxito, mas depois que fiz a verificação fui acessar minha conta e vi que estava bloqueada.

Meus ganhos foram sem utilizar bônus.

A data dos saques que realizei se eu não estou enganada foi no dia 10/03, os saques foram realizados via criptomoeda BNB. Fiz 3 saques o Valor de cada saque é 2 BNB.

Dear Amandda21,

Thank you for your reply and for providing the previous details.

• Have you made any successful withdrawals before? Did you use the same payment method?
• Could you please specify which verification documents you submitted and approximately when you submitted them?
• Additionally, did you receive any communication explaining the reason your account was blocked? If so, please share it with us. You can send all relevant documents to [email protected] or upload your screenshots directly to the thread.

Thank you again for your cooperation.

I did the verification with my ID and also by doing the facial, I was unsuccessful with the withdrawals, they were waiting for the verification, and when it was done the account was blocked. I'll be sending you the notification that 1win sent me.

Realizei a verificação com meu RG e também fazendo a facial , não obtive sucesso com os saques, os mesmos estavam esperando pela verificação, e quando foi realizada a conta foi bloqueada. Estarei enviando a notificação que a 1win me enviou.

Dear Amandda21

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello.

Your account has been restricted in accordance with clause 12.8 of the Platform Rules. This decision is based on internal verification data and compliance criteria after a thorough check. Withdrawals are not available for the account, and this status cannot be changed. If you need further clarification, you may contact our Security team via email.

More detailed information regarding the restriction will be forwarded to the Casino Guru team shortly. However, we still need a little additional time to collect and finalize the necessary details. Thank you for your understanding.

I also want to know what I did wrong, after all I didn't break any rules! I was betting normally, and at no time did you contact me to tell me that I was breaking any rules, my account was normal until the moment I performed the verification to complete the withdrawal that was pending. And if I can't get the help I need here, I'll have to go to court. I'll contact my lawyer and file a lawsuit in the Brazilian courts (and I'll also file a complaint with PROCON and the Ministry of Finance), and I'll also contact the banks and payment operators that made the deposit. Not only that, but I'm going to file a complaint with the 1win casino regulator, as well as with Curaçao eGaming. Then we'll see if what you're doing is right or wrong, and you'll probably have to pay me the balance and a much larger amount for moral damages.

Eu também quero saber o que de errado eu fiz, afinal Eu não quebrei nenhuma regra! estava apostando normalmente, e em nenhum momento vocês entraram em contato comigo para me dizer que estava quebrando alguma regra, minha conta estava normal até o momento em que eu realizei a verificação para concluir o saque que estava pendente. E caso eu não consiga obter a ajuda necessária por aqui, eu serei obrigada a recorrer a justiça, irei acionar meu advogado e entrarei com uma ação na justiça brasileira ( e também irei fazer a denuncia no PROCON e ministério da fazenda), irei acionar também os bancos e operadoras de pagamentos, meios que foi realizado o depósito. E não só isso irei fazer uma denuncia ao órgão regulador do cassino 1win, seja denuncia no Curaçao eGaming. Então veremos se o que vocês estão fazendo é certo ou errado, e provavelmente terão que me pagar o saldo e um valor bem maior por uma indenização de danos morais.

Dear 1win Casino Team,

Thank you for your response.

We acknowledge that the account was restricted in accordance with clause 12.8 of your Platform Rules. As mentioned in your previous message, you indicated that more detailed information regarding this restriction would be forwarded to us shortly.

At this stage, we will be awaiting your follow-up response along with the relevant supporting evidence and clarification regarding the reason for the account restriction and the withheld withdrawals.

Thank you in advance for your cooperation.