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My wife always plays on my account, I make the deposits, and now they don't want to give us our money. Previously, they had verified my account and everything was fine; they let me withdraw 2000 pesos. But now that I decided to deposit 9,400, they are accusing me without evidence and stealing my money, not providing any solution. All I want back is my money, the money that I deposited, not even my winnings. I have attached evidence of the first time they verified my account and now that they don’t want to give me anything.

Mi esposa siempre juega en mi cuenta le recargo, y ahora no nos quieren dar nuestro dinero, anteriormente me habían verificado mi cuenta y todo bien, me dejaron retirar 2000 pesos, y ahora que me anime a meterle 9,400 me acusan sin pruebas robándose mi dinero y no brindándome ningún tipo de solución, lo único que quiero de regreso es mi dinero EL QUE YO METÍ, ya ni siquiera mi ganancia, adjunto pruebas de la primera vez que me verificaron y ahorita que no quieren darme nada

Dear iglesiascamarapablo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance of Mex$10000 in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Is there one or multiple accounts in your household? Have you deposited in the casino using a payment method in your name?

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

Best regards,

Tomas

Hello, I will be happy to answer your questions.

• I have been a casino customer for approximately 4-5 months, and they blocked my account today after a week of "verification"

• I recharged 9,400 pesos with my legal money, through the same platform that I always recharge, I played slot games, airplanes and money multiplication, I managed to get almost 12 thousand pesos, I lost and in the end I was left with 10 thousand pesos, that is, only I generated 600 pesos through the casino, my only profit

• I didn't get any bonus, it was totally my money.

• Nobody manages accounts in my home, it's just my wife and I and we play through my account, and in fact I always transfer from my ASTROPAY account since it is a platform that the casino manages and protects your money from any scam, I have always deposited the same way and they had always let me withdraw except for the penultimate time, I wanted to withdraw 2000 thousand pesos and they asked me to verify, I sent the documentation and it was perfect, it was assumed that my account was already verified, this time I already trusted the casino I deposited a sum of 9,400 pesos, in the end when I wanted to withdraw the 10 thousand, a big surprise did not let me, they verified me again, I sent the same thing and this time I was lucky that after a week they blocked me without any proof and withheld my money personal which I put in without earning more than 600 pesos. Without wanting to give me any answer, no visual proof and nothing.

I attach some evidence of the two verifications, the only difference unfortunately was the amount of money, as with a low amount if they access and with a high amount that was not even generated in case the casino prohibits it, this proceeds legally since it is my money and not theirs. Photo from March 18 and photo of today

Now they asked me to carry out another verification after I told them that I was going to resolve it under the law of Mexico, finally I told them that I no longer wanted the 600 pesos that I generated from the casino, I simply wanted them to return the 9,400 that I deposited legal!!!!!! Since it's money

mine not from the casino

Hola con todo gusto responderé sus preguntas

• Tengo aproximadamente siendo 4-5 meses clientes del casino, y me bloquearon la cuenta el día de hoy después una semana de según "verificación"

• Yo de mi dinero legal recargue 9,400 pesos, a través de la misma plataforma que siempre recargo, jugué juegos de tragamonedas, aviones y multiplicación del dinero, logré conseguir casi 12 mil pesos perdí y al final me quedé con 10 mil pesos, o sea solo generé 600 pesos por el casino mi única ganancia

• No conseguí ningún bono fue dinero totalmente mío

• Nadie maneja cuentas en mi hogar solo somos mi esposa y yo y jugamos a través de mi cuenta, y efectivamente siempre transfiero desde mi cuenta de ASTROPAY ya que es una plataforma que el casino maneja y cuida tu dinero de alguna estafa, siempre he depositado de la misma manera y siempre me habían dejado retirar excepto hace una penúltima vez, quise retirar 2000 mil pesos y me pidieron verificar, mandé la documentación y quedó perfecto, se supone que ya mi cuenta estaba verificada, esta ocasión al yo ya confiar en el casino deposite una suma de 9,400 pesos, al final cuando quise retirar los 10 mil gran sorpresa no me dejó, me volvieron a verificar mande lo mismo y esta vez corrí con la suerte que después de una semana me bloquean sin prueba alguna y me retienen mi dinero personal el que yo metí sin ganar más que 600 pesos. Sin querer darme una respuesta alguna, ni una prueba visual y nada.

les adjunto unas pruebas de la dos verificaciones, la única diferencia lamentablemente fue la cantidad de dinero, como con una cantidad baja si acceden y con una alta que ni siquiera se generó por si casino la prohíben, esto procede legalmente ya que es dinero mío y no de ellos. Foto del 18 de marzo y foto del día de hoy

Ahora me alegaron que realizaran otra verificación después de que les comenté que lo iba a resolver por la ley de México, por último les dije que ya no quería los 600 pesos que generé del casino, simplemente que me regresen los 9,400 que yo ingresé de manera legal!!!!!! Ya que es dinero

mío no del casino

And that was it, I'm still waiting for your response, 4 days have passed, in the end, as I said, I have no problem, I simply want the money that I put in and never spent, since that is stealing from the company.

Y fue todo, sigo es espera de su respuesta ya han pasado 4 días, al final como lo dije no tengo problema simplemente quiero el dinero que yo metí y jamás gasté, ya que eso es robar por la compañía

Thank you very much, iglesiascamarapablo, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Perfect, thank you, I will attach evidence of the first verification and the second to your email, where I send the documentation and they simply deny me the withdrawal due to the large amount it is.

Perfecto, gracias le adjuntaré evidencia de la primera verificación y la segunda a su correo, donde mande la documentación y simplemente me niegan el retiro por la cantidad grande que es

Dear iglesiascamarapablo,

I'm Michal, and I have taken over your complaint. I have reviewed your case, I have received your email 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,

Please forward me any supporting evidence of the player breaches to michal.k@casino.guru Furthermore, would it be possible for you to consider refunding the player's deposits? This action appears to be a satisfactory solution to address the concerns raised in this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer shortly. Thanks for understanding.

Best regards, 1win team.

Добрый день!

Мы предоставим ответ в ближайшее время. Спасибо за понимание.

С уважением, команда 1win.

Thank you for your response, 1win Team. I'm looking forward to your email containing the requested information and evidence.

Let them explain what is happening, since I have never committed any of the points they mention in their clause and it is illegal!!!!!, send evidence as they have already verified me on one occasion, if it were like that from the beginning they would have denied me verification but no!!!! It's all about the amount of money, the only thing I ask for is the money that comes in and that is still in my account since I didn't lose it!! I have attached proof of everything and it is a matter of the casino's mistake, I just want my money!

Que expliquen lo que está pasando, ya que jamás he cometido algún punto de los que ellos comentan en su cláusula y es ilegal!!!!!, mande pruebas como ellos ya en una ocasión me verificaron si fuera así desde un principio me hubieran negado la verificación pero no!!!! Todo es por el tema de la cantidad de dinero, lo único que pido es el dinero que ingrese y que sigue en mi cuenta ya que no lo perdí!! He adjuntado pruebas de todo y es cuestión del casino error de ellos, solo quiero mi dinero!

Good afternoon

The blocking decision has been revised, the account is active, withdrawal is available.

Best regards, 1win team.

Добрый день! 

Решение о блокировке пересмотрено, аккаунт активен, вывод доступен. 

С уважением, команда 1win.

I confirm that the casino's error was resolved, the problem no longer exists, I was able to make my withdrawal and it arrived without any problem in my account, you can finish the case, excellent work from casino guru, thank you for being the intermediary, I am leaving happy and with my money finally

Confirmo que se resolvió el error del casino, la problemática ya no existe, ya pude realizar mi retiro y ya llegó sin problema alguno a mi cuenta, pueden finalizar el caso, un excelente trabajo de casino gurú gracias por ser el intermediario, me voy feliz y con mi dinero por fin

Great news, iglesiascamarapablo. I'm glad to hear that the situation has been clarified and you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru