HomeComplaints1win Casino - Delay in player's withdrawal process.

1win Casino - Delay in player's withdrawal process.

Amount: 28,500 INR

1win Casino
Safety Index:Above average
Submitted: 26 Feb 2024 | Case closed : 02 Apr 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

7 months ago

The player from India had experienced significant delays in his withdrawal process at 1win Casino, which he had initiated over 16 days ago. Despite having provided all the required KYC documents, there had been no progress or communication from the casino. The player had accused the casino of blocking his account and withholding his withdrawal without proper evidence. After reviewing the case and evidence provided by the casino, we found that the player had multiple accounts and specific data intersections between these accounts, which was a serious breach of the casino's rules. Therefore, we concluded that the casino had acted correctly and in accordance with its terms and conditions. The complaint was closed as unjustified.

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8 months ago


Dear Casino Guru Representative,


Delay - Account ID ****


I am writing to express my extreme dissatisfaction with the prolonged delay in processing my withdrawal request on 1win Casino.


My gaming account ID is *****, and the associated email address is ****


It has been more than 16 days since I initiated the withdrawal, and despite numerous attempts to seek clarification and resolution, the situation remains unresolved. I diligently provided all the necessary Know Your Customer (KYC) documents via email on February 14th, expecting a prompt verification process and subsequent release of funds. However, to my dismay, there has been no progress or communication from the casino's end regarding the status of my withdrawal.

As a new customer, I find this level of customer service unacceptable. The lack of transparency and communication regarding my withdrawal has severely undermined my trust and confidence in 1win Casino. I urge you to prioritize this matter and expedite the resolution process without further delay.


I expect to receive a prompt response outlining the steps being taken to address this issue and a clear timeline for the release of my funds. Failure to provide a satisfactory resolution will compel me to escalate this matter further and seek assistance from relevant regulatory authorities.

Thank you for your attention to this matter.

Sincerely,

Lijo

Edited by a Casino Guru admin
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8 months ago

Dear tradingbeast11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

  • Have you made any successful withdrawals from the casino in the past?
  • Could you please list which documents you provided for verification?

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

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8 months ago

Hey Thomas,


I wanted to share with you my recent experience with 1win Casino. A friend of mine had initially referred me to the platform, and during my first interaction, everything went smoothly. He walked me through the live casino games, various bets, and explained the process of depositing and withdrawing funds.


However, during my second visit, I encountered a hiccup. When I attempted to withdraw my winnings, the process got stuck. I reached out to their support team, and they asked me to email their security team with all the KYC documents for verification. They specifically requested proof of identity, a utility bill showing proof of residence, and a picture of my face with an identity document in a well-lit room.


For proof of identity, I submitted my Aadhar card, and for the utility bill, I provided my internet bill with the address clearly visible. Additionally, I included a picture of my face with the identity document as requested.


Despite providing all the necessary documents, my withdrawal remains unresolved, and I'm left feeling frustrated with the lack of communication and progress. It's disappointing considering how smoothly my first transaction went

.


I'm hoping you might have some insights or advice on how to navigate this situation.


Thanks,

Lijo .

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8 months ago

The casino has blocked my account withholding my withdrawal, without any proper evidence to their claim.



I have not involved in an fraudulent actions or multi accounting.


Kindly ask the casino to back up their complain with evidence.

I have not taken part in any sports betting or slots or poker.


I only stuck to live casino without claiming any promotions or misusing any casino promotions. So by any chance I have not done any harm to the casino.



In fact my deposit was 29000 INR and I have lost only 500INR and I have withdrawn 28500INR which is still pending and now blocked.


This has been 1 wins tactics lately where they allow users to sign up without any verification or phone number verification by just giving minimal details and then when the money is in, they stop withdrawals and accuse of multi accounting because a lot of people in their telegram group have been crying for help with regards to issues like this and they just block and kick out people without any communication or transparency. 1 win please do not accusely falsely and financially and emotionally harass your customers when the money is in.


I have attached the email response.


Casino guru I trust you, kindly ask 1 win to settle my funds immediately.



Cheers

Lijo

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8 months ago

May I get an update please?


All my earlier replies are waiting for approval.

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8 months ago

Thanks for your patience.

  • Could you please explain how much you wagered in the casino?
  • Have you wagered your deposit at least once?
  • Which live games did you play?
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8 months ago

Hi.



Yes , I believe I have completed my wager 100%.


I played only live bacarat .


there is currently 28500 pending for withdrawal in my account and the casino has blocked my account without paying me , accusing me of a multi account or used any bonus .



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8 months ago

Some of my earlier post in this thread are waiting for your approval .


kindly look into it and resolve my case at the earliest please.

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8 months ago

Could you please explain how much INR you wagered in the casino?

How many bets have you made to your knowledge when paying live baccarat and what kind of bets have you made?

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8 months ago

I have completed wagering more than 100% of my deposit in live baccarat by evolution gaming.



the point is they have blocked my account by accusing me for breaching clause 9.3.


I haven’t breached any rule and have only played live baccarat without any bonus and also have completed my wager more than 100% .


The money in the account is rightfully mine without any profits. Infact I’m in a 500INR loss. I have made the withdrawal to the same method through which I deposited.

bank - IMPS.



kindly ask the casino to settle me immediately. I feel uncomfortable with their treatment.

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8 months ago

Thank you very much, tradingbeast11, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

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8 months ago

Hello, tradingbeast11,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the supporting evidence to my email address (branislav.b@casino.guru).

I recommend checking other open cases assigned to me and reviewing them all together.

Thank you in advance for providing the information.

Edited by a Casino Guru admin
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8 months ago

Dear Casino Guru,


I wanted to express my gratitude for your efforts in assisting with my situation regarding the settlement of funds at 1Win Casino. Your dedication and support are truly appreciated. I am eagerly looking forward to seeing the matter resolved promptly by 1 win casino . Your assistance in facilitating this process means a great deal to me, and I am thankful for your ongoing support.


Warm regards,

lijo

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8 months ago

No response from the casino.


I’m still waiting.


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8 months ago

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.

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8 months ago
Translation

Good afternoon


Sent proof by email. Look here please.


Best regards, 1win team.

Automatic translation:
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7 months ago

Dear tradingbeast11,

After gathering and reviewing all the necessary information provided by the casino, we decided to close this and 2 other related complaints as unjustified due to breaching the casino's terms and conditions - multiple accounts and the impossibility of passing the KYC on any of the linked accounts due to specific data intersections between the particular accounts, which seriously breaches the casino's rules. Successful verification is a must to be able to withdraw any funds from your casino account. In this case, multiple accounts and data matches make the verification impossible. Based on the provided data, it would be impossible to prove otherwise. For understandable reasons, I will not disclose further details.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

As for the verification and multiple accounts - it is completely irrelevant. Players can pass the KYC right after registration and breach other rules later. In addition, online casinos are not obliged to perform verifications earlier than upon a withdrawal request or a withdrawal of a higher amount. They can even let players withdraw their winnings without verification in some cases. So, if you were able to withdraw anything from any of the linked accounts before, you can be glad that you managed to withdraw some of your winnings.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.


Thank you very much, 1win Casino Team, for providing information and cooperation!


Best regards,

Branislav, Casino.Guru

Edited by a Casino Guru admin
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