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DATED FRIDAY 03/24/2023 THEY BLOCKED MY ACCOUNT UNFAIRLY ACCORDING TO THEIR TERMS 9.7 OF THEIR RULES WHICH I SEE IT UNFAIR BUT IN THE END, UNFORTUNATELY THEY HAVE CONTROL OF THE MONEY SO THEY CAN KEEP IT IF THEY PREFER, BUT FAR FROM ACHIEVING ANYTHING MORE WITHOUT SENSE, I AM REQUESTING THE 1WIN BETTING HOUSE TO ONLY RETURN ME THE AMOUNT I PAYED, WHICH IS THE AMOUNT I PAYED WITHOUT THE WINNINGS, WHICH IS THE PENDING SUM OF 1,070 USD (INPUT 235+200+180+200+120+150 = 1,085 USD I WITHDRAW 15 USD = 1,070 USD) MY ACCOUNT CURRENTLY HAS 1,677.64 USD BUT I AM GIVING UP MY EARNINGS I ONLY WANT TO BE RETURNED TO MY ACCOUNT SINCE IT WOULD ONLY BE A RETURN OF THE MONEY ENTERED BY MY PERSON. THREE DAYS HAVE PASSED BY THE DATE AND NOBODY GIVES ME A SOLUTION I ALREADY SENT AN EMAIL TO security@1win.xyz AND I EVEN TALKED WITH THEIR LIVE CHAT BUT THEY ONLY GIVE ME THE ANSWER THAT THEY HAVE NO JURISDICTION ON THAT SUBJECT AND THEY REFERRED ME TO SEND AN I MAIL TO security@1win.xyz, BUT I DO NOT SEE AN INTEREST IN ANSWERING ME OR GIVING ME ANY SOLUTION, IT IS FAIR THAT I ONLY ASK FOR MY MONEY AND THAT THEY KEEP THE PROFITS, BECAUSE IF THEY KEEP MY MONEY THAT WOULD BE ACTING IN BAD FAITH AND MY PERSONAL IPINION WOULD CONSIDER IT A THEFT SINCE I AM ONLY ASKING FOR SOMETHING THAT IS MINE WITHOUT HARMING EVEN I AM WILLING TO PAY ADMINISTRATIVE EXPENSES I JUST WANT TO GET MY MONEY BACK I HOPE YOU CAN UNDERSTAND THIS SITUATION AND I HOPE THAT NO ONE ELSE IS HAPPENING TO THIS GAMBLING HOUSE 1WIN GOOD JUDGE YOU, THANK YOU.

CON FECHA VIERNES 24/03/2023 ME BLOQUEARON LA CUENTA INJUSTAMENTE SEGUN SUS TERMINOS 9.7 DE SUS REGLAS LO CUAL LO VEO INJUSTO PERO EN FIN LAMENTABLEMENTE ELLOS TIENEN EL CONTROL DEL DINERO ASI QUE PUEDEN QUEDARSELO SI ASI LO PREFIEREN, PERO LEJOS DE LLEGAR A ALGO MAS SIN SENTIDO LES ESTOY SOLICITADON A LA CASA DE APUESTAS 1WIN QUE SOLO ME DEVUELVAN LO INGRESADO OSEA EL MONTO INGRESADO SIN LAS GANANCIAS QUE VIENE A SER LA SUMA PENDIENTE DE 1,070 USD (INGRESE 235+200+180+200+120+150 = 1,085 USD RETIRE 15 USD =1,070 USD) MI CUENTA ACTUALMENTE TIENE 1,677.64 USD PERO ESTOY RENUNCIANDO A LAS GANANCIAS SOLO QUIERO QUE ME DEVUELVAN LO INGRESADO EN MI CUENTA YA QUE SOLO SERIA UNA DEVOLUCION DEL DINERO INGRESADO POR MI PERSONA. Y A LA FECHA YA PASARON TRES DIAS Y NADIE ME DA SOLUCION YA ENVIE UN CORREO A security@1win.xyz E INCLUSO HABLO CON SU CHAT EN VIVO PERO SOLO ME DAN LA RESPUESTA QUE ELLOS NO TIENEN JURISDICCION EN ESE TEMA Y ME DERIVAN A ENVIAR UN CORREO A security@1win.xyz , PERO NO VEO UN INTERES EN RESPONDERME O DARME ALGUNA SOLUCION, ES JUSTO QUE SOLO PIDO MI DINERO Y QUE SE QUEDEN LAS GANANCIAS, YA QUE SI SE QUEDAN CON MI DINERO ESO SERIA ACTUAR DE MALA FE Y MI IPINION PERSONAL LO CONSIDERARIA UN ROBO YA QUE SOLO ESTOY PIDIENDO ALGO QUE ES MIO SIN PERJUDICAR INCLUSO ESTOY DISPUESTA A CORRER CON LOS GASTOS ADMINISTRATIVOS SOLO QUIERO RECUPERAR MI DINERO ESPERO PUEDAN ENTENDER ESTA SITUACION Y ESPERO QUE NADIE MAS LE ESTE SUCEDIENDO ESTO CON ESTA CASA DE APUESTAS 1WIN BUENO JUZGUEN USTEDES, GRACIAS.

Hello ANNY200021,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Do you have any other account in the casino? Did you play sports betting or casino games? When was the last time you spoke to the casino and what was it about? Did they specify how exactly did you breach the terms?

Looking forward to your answer.

Regards,

Nick

I sent my documentation dated 03/15/2023 and they did not confirm if it is verified, but I have already sent what is necessary, and I use my real money without bonuses and this is my only account, I do not have another, it is the first time that I use 1win, the The last time I spoke in their live chat was a day ago 03/27/2023 and they tell me the same thing that I sent an email to security@1win.xyz and they do not answer me at all to date, they answered me before when they blocked me the account indicating that it had breached its terms of 9.7 which I do not agree with and they did not justify why they simply blocked me and there it was.

Envié mi documentación con fecha 15/03/2023 y no me confirmaron si está verificado, pero ya envié lo necesario, y yo use mi dinero real sin bonos y está es mi única cuenta no tengo otra es la primera vez que uso 1win, la última vez que hablé en su chat en vivo fue hace un día 27/03/2023 y me dicen lo mismo que envié un correo a security@1win.xyz y ellos no me responden nada a la fecha, ellos me respondieron anteriormente cuando me bloquearon la cuenta indicando que había incumplido sus términos del 9.7 lo cual no estoy de acuerdo y tampoco me justificaron el por qué simplemente me bloquearon y ahí quedó.

Thank you ANNY200021 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ANNY200021,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 1win Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

OK THANK YOU SO MUCH FOR YOUR SUPPORT I HOPE CASA 1WIN CAN SOLVE MY CASE TOGETHER WITH THE SUPPORT OF CASINO GURU THANKFUL FOR THE HELP.

OKEY MUCHAS GRACIAS POR EL APOYO ESPERO LA CASA 1WIN PUEDA RESOLVER MI CASO CONJUNTAMENTE CON EL APOYO DE CASINO GURU AGRADECIDO POR LA AYUDA.

Good afternoon

Dear ANNY200021, we have re-verified, and, taking into account all the details, we have revised our decision and successfully completed the verification of your gaming account. The withdrawal is available in full.

Also, ANNY200021, would you like to clarify, do you use the details of a crypto wallet that is an exchanger?

Sincerely, 1win team.

Добрый день!

Уважаемый ANNY200021, мы произвели проверку повторно, и, учитывая все детали, пересмотрели свое решение и успешно завершили верификацию Вашего игрового счета. Вывод доступен в полном объеме.

Также, ANNY200021, хотели бы уточнить, Вы используете реквизиты криптокошелька, который является обменником?

С уважением, команда 1win.

Thank you, 1win Casino, for the information.

Dear ANNY200021,

Could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

I FEEL VERY HAPPY I THANK CASINO GURU AND 1WIN FOR THE UNDERSTANDING I CAN NOW ENTER MY ACCOUNT AND I ALSO SEND THE REQUEST TO WITHDRAW MY FUNDS TO MY BITCOIN BTC ACCOUNT WHICH I ALREADY MADE A WITHDRAWAL PREVIOUSLY, I HOPE I CAN AUTHORIZE IT ONCE IT IS PAID I WILL LET YOU KNOW THANK YOU SO MUCH!!

ME SIENTO MUY FELIZ AGRADEZCO A CASINO GURU Y A 1WIN POR LA COMPRENSIÓN YA PUEDO ENTRAR A MI CUENTA Y TAMBIEN YA ENVIE LA SOLICITUD DE RETIRO DE MIS FONDOS A MI CUENTA BITCOIN BTC LA CUAL YA HICE UN RETIRO ANTERIORMENTE, ESPERO PUEDA AUTORIZARLA UNA VEZ PAGADA SE LOS HARE SABER MUCHAS GRACIAS!!

ATTACHED IMAGE OF THE WITHDRAWAL IN PROGRESS BY BTC WAITING FOR THE AUTHORIZATION OF 1WIN THANKS

ADJUNTO IMAGEN DEL RETIRO EN CURSO POR BTC EN ESPERA DE LA AUTORIZACIÓN DE 1WIN GRACIAS

I ALREADY PAID THANK YOU VERY MUCH TO ALL FOR THE MANAGEMENT!!

YA ME PAGARON MUCHAS GRACIAS A TODOS POR LA GESTION !!

Dear ANNY200021,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas