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Hi there, I've been playing on the 1 Win website for a while now. Recently, I decided to create temporary bank cards to avoid online scams. My bank allows me to instantly create disposable or limited duration virtual cards linked to my bank account. A few days ago, I won some games on the online casino, after having lost quite a bit of money. I decided to withdraw my winnings, and it stayed in pending for three days. I wrote an email to the security department of 1 Win and was asked for identification documents today. I sent all the requested documents, which typically include a utility bill, identification card, selfie with the identification card, and photo of my bank card. To my surprise, they also asked me for photos of all the disposable cards I've used. I responded to the emails attaching screenshots of some of the disposable cards I had created earlier, obviously, I didn't have all the photos, so I also included a screenshot that clearly shows from my bank account that it is possible to create these cards. Subsequently, my account was blocked for fraud as they claimed I violated article 9.7 of the policy. Of course, I didn't commit any fraud, the virtual cards are in my name and I didn't even use any bonus or software. What should I do now? Will I receive my withdrawals totaling 1100?

Salve,gioco da diverso tempo sul sito 1 Win .. ultimamente ho deciso di creare delle carte bancarie momentanee per evitare truffe on line ,la mia banca mi permette di creare istantaneamente delle carte virtuali usa e getta o di durata collegate al mio conto bancario.qualche giorno fa’ ho fatto delle vincite nel casinò on Line,dopo aver perso delle cifre importanti.. faccio il prelievo delle mie vincite e rimangono in sospeso per tre giorni , scrivo un e-mail al reparto sicurezza di 1win e oggi mi chiedono i documenti per il riconoscimento,invio tutti i documenti richiesti ma oltre i soliti documenti ovvero "bolletta carta d’identità,selfie con carta d’identità e foto della mia carta mi chiedono anche le foto di tutte le carte usa e getta che ho utilizzato .. rispondo alle email allegando screen di alcune carte usa e getta che avevo creato in precendenza "ovviamente non ero in possesso di tutte le foto " allego anche uno screen dove si legge chiaramente dalla mia banca che è possibile creare queste carte e mi viene bloccato l’account per frode per aver violato l’articolo 9.7 del regolamento.Ovviamente io non ho commesso nessuna frode ,le carte virtuali sono intestate a me né tantomeno ho utilizzato bonus o software.. come devo comportarmi ? Riceverò i miei prelievi per un complessivo di 1100?

Hello Anto91,

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 was ever verified earlier? Can't your bank send you a statement of all of your used disposable cards? Could you please forward an example of a disposable card used in the casino? Is that bank account owned by only you?

Looking forward to your answer.

Regards,

Nick

so as far as I remember this is the first time they have requested a verification, for the account statement of my virtual cards I was not asked and therefore I did not request it from my bank. In any case these are some examples of my virtual cards and then having never used any bonus, I don't understand why my account is blocked without any demonstration of the pseudo fraud that I would have committed... in my gaming account there are many, but I mean many deposits, why my profile is blocked without any demonstration when I have of withdrawals equal to €1100? I would like to understand will I still receive these withdrawals and will they keep the block? Because now no one even replies to my email and I also said that I will proceed legally because I find it an injustice, it's my hard-earned and worked money

allora che io ricordi questa è la prima volta che richiedono una verifica ,per l’estratto conto delle mie carte virtuali non mi è stato richiesto e di conseguenza non ho richiesto alla mia banca .Ad ogni modo questo sono alcuni esempi delle mie carte virtuali e poi non avendo mai utilizzato nessun bonus ,non capisco perché il mio conto venga bloccato senza alcuna dimostrazione della pseudo frode che avrei compiuto .. nel mio conto gioco ci sono tanti ma dico tanti versamenti ,perché mi viene bloccato il profilo senza alcuna dimostrazione quando ho dei prelievi pari a 1100€? Vorrei capire io riceverò comunque questi prelievi e manterranno il blocco ? Perché adesso non mi risponde nessuno nemmeno all e-mail e ho anche detto che procederò legalmente perché la trovo un ingiustizia ,sono i miei soldi sudati e lavorati

However, yes, the bank account is in my name only

comunque si il conto bancario è intestato soltanto a me

I listened to your suggestion, I asked my bank to help me recover the creation of these virtual cards by recovering the entire card code...of the 40 cards requested by 1win I managed to recover 35 cards, I attach an image

Ho ascoltato il vostro suggerimento ho chiesto alla mia banca di aiutarmi a recuperare la creazione di queste carte virtuali recuperandone il codice della carta per intero ..di 40 carte richieste da 1win sono riuscita a recuperare 35 carte allego immagine

Hello Anto91,

When exactly did you forward it to the casino? Please keep in mind that verification may take up to 14 days so definitely give them enough time to process the forwarded documents.

Let us know in case of any update.

the virtual cards as shown in the attachment previously, I forwarded them yesterday, in the email sent last week I had added some images proving that they were virtual cards created by me

le carte virtuali come mostrato in allegato precedentemente, le ho inoltrate ieri,nell’e-mail inviate settimana scorsa avevo aggiunto qualche immagine dimostrando che erano carte virtuali create da me

Hello Anto91,

As stated above, the verification may take longer. Please let us know by next week if there's been any update. If still not, we will try to intervene.

Still no response from the casino...I'll wait two more days until we reach the 14 deadline and I'll let you know

Ancora nessuna risposta da parte del casino ..aspetto ancora due giorni che siamo alla scadenza dei 14 e vi faccio sapere

I confirm that I have not received any feedback from the casino

Confermo di non aver ricevuto alcun riscontro dal casino’

Thank you Anto91 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Anto91,

This is Dominika and from now on, I will be taking care of your complaint. I would like to invite 1win Casino's representatives to join this discussion in order to resolve the issue.

Kind regards,

Dominika

Casino.Guru

Good afternoon

We reviewed the data sent to us by email and accepted it for work.

Verification has been successfully completed and the output is available.

Best regards, 1win team.

Добрый день!

Мы рассмотрели данные, отправленные нам на почту и приняли их в работу.

Верификация успешно завершена, вывод доступен.

С уважением, команда 1win.

Thank you for the information.

Dear Anto91, could you confirm once you have received the payment, please?

they unlocked my profile but as you can see my withdrawals are still pending.. I'll wait a few more days

hanno sbloccato il mio profilo ma come potete vedere i miei prelievi risultano ancora in sospeso .. aspetto ancora qualche giorno

It's been 5 days and I still haven't received any withdrawal, within how many days should I receive my money?

Sono passati 5 giorni ancora non ho ricevuto alcun prelievo ,entro massimo quanti giorni dovrei ricevere i miei soldi ?

less than 24 hours after unblocking my profile they issued the fees from the gaming account that were previously suspended... 5 days have passed and I still haven't seen a single euro in my account

dopo meno di 24 ore dallo sblocco del mio profilo hanno emesso dal conto gioco i preivi che prima risultavano sospesi .. sono passati 5 giorni e ancora non ho visto un solo euro sul mio conto

after unlocking by 1 win I continued to play but it won't let me withdraw my funds! Absurd .. I even deposited more than 100%

dopo lo sblocco da parte di 1 win ho continuato a giocare ma non mi fa prelevare i miei fondi ! Assurdo .. ho depositato anche più del 100%

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.

Hi Dominika, I would like to inform you that I am starting to receive my withdrawals even if I have not yet received them all, given that the maximum withdrawal is €450 at a time, I will wait to receive all my withdrawals and confirm with you..

Ciao Dominika io vi comunico che Sto iniziando a ricevere i miei prelievi anche se attualmente non li ho ancora ricevuti tutti, visto che il prelievo massimo è di 450€ per volta,aspetterò di ricevere tutti i miei prelievi e di confermarvi ..

Dear Anto91, thank you for the information, please continue to keep us updated on any developments.

Dear Anto91,

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.

Thank you very much.. only with you I could solve my problem

Grazie di cuore .. solo con voi potevo risolvere il mio problema

Dear Anto91,

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,

Dominika

Casino.Guru