1win Casino - Player claims that payment has been delayed.

Hello,

I am hussaini with the game I.D 12185450, I Registered on 1win and played a poker game, but was denied withdrawals on my first request,it was my first time playing on 1win but couldn't get my money out,I chatted the customer service and was told to provide my documents for verification.

I heard a lot of rumor that 1win don't give out payment once they asks for verification.

I have submitted my documents already and was told to wait for 14days.

I really want casino.guru to help me get my money out.

Thank you!

Best regards,

Hussaini.

Dear Hussaini,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Hussaini!

Please wait for verification - this is a standard procedure. After successful verification you will definitely receive the official reply on your mail and you will be able to withdraw funds again without any problems. Until then withdrawal from the account is limited in accordance with paragraph 11.3 of the Terms of Use of the site, section "General Terms and Conditions".

Please wait for an answer from our company's mail address.

Best regards, 1win team.

Dear Hussaini,

Have you received your withdrawal from the casino yet?

Good evening Madam, I haven't received any withdrawal up to date.

Please casino you are the only ones I get hope on,to see that the issued have been resolved

Thank you!

Best regards!

Hussaini

Good evening Madam, please casino I haven't get my withdrawal till date.its only casino.guru I hope on, to see that the issued have been resolved

Thank you!

Best regards!

Hussaini

Hello everyone,

Thank you 1win team for your reply.

Hussaini, have you received any further information regarding your verification since my last message? Could you please confirm that you have provided all the required documents at once? When exactly did you send them, please?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good afternoon, please I haven't received any message from 1win almost 3 three weeks no reply from them.i have already sent them the necessary documents fr verification but still nothing has came out

I sent my documents for verification on 30/7/2022 last month

Thank you very much Hussaini for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Hussaini,

 

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite 1win Casino to join the conversation and participate in the resolution of this complaint.

 

Dear 1win Casino,

 

Can you please provide an update on the status of the player's verification?

 

Kind regards,

Adam

Hello, Hussaini!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of the Terms of use of the site, section "General Terms and Conditions (hereinafter - Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Best regards, 1win team.

Dear Hussaini,

The casino has stated that your account has been blocked due to fraudulent activity, and we are currently waiting for supporting evidence to be provided.

Can you please clarify if you have opened more than one account at the casino?

Kind regards,

Adam

Good morning, please this account was newly opened I don't have more than one account.and truely I'm a new in to this game. No wonder some people's comment against 1win was bad reputation that's what I heard. If not they're fraudulent people why would they blocked my account with any tangible reason.i haven't go any against there rule and regulations.

Please let them my money because I have waited patient for a while.

Best regards.

Hussaini

Dear Hussaini,

The casino has provided evidence suggesting that you have indeed registered more than one account using the same name and similar usernames and that these accounts have both been used to play the same game of poker.

Are you able to clarify how this may have happened?

Kind regards,

Adam

Hello Adam,

I'm a twin,identical twins,I actually played with my twin brother,the names are not exactly thesame....he is Hassan Ismail while I'm Hussaini Ismail, we are fund of playing poker games and most times we want to compete with each other, so we decided to play on 1win platform since it permits one to create his own table and invite another player to play with him,so I told my twin brother about it, meanwhile, we were not in thesame place(not in thesame location,he works in a separate state from mine)so we didn't use same network, he had his own account on his phone while I have mine on my own separate phone too,and I won the game against him.

1win took thier 5% on every card played,that's the rules governing porker games.

It was a competition I played with my brother Hassan and ofcourse we should have similar names because we are twins, "Hassan and Hussain" are Islamic names often used for twins.

I will send you pictures of we both and our both I.D cards.

Thank you Adam,

I hope this explanation suffice!

Dear Hussaini,

Thank you very much for clarifying the situation. I have passed this explanation on to the casino and will update you here upon receiving a response.

Kind regards,

Adam

Dear Hussaini,

I am waiting for further information, but the casino has stated that in the aforementioned poker game, only one hand was played, in which one player went all-in immediately and lost to the other player. Can you confirm if this is the case?

Kind regards,

Adam

Dear Adam,

Does this really matter?

It wasn't stated in the poker rule,how many hands should be played in a game....it was only stated that "there's a commission on every card played" meanwhile the money is ours and we can play the game the way it comforts us, isn't it?

For instance I can decide to spin my whole money at once on the wheel of fortune,either I lose or win, it all lies on me,

why will this then becomes a problem?

"Then they should refund our money not seize it instead".

Nevertheless, Adam! why will they allow a one hand in the option if it is a prohibition?

Certainly,I knew we played the game how we wanted and I don't think it matters how many rounds we played!

I Can't certainly remember how many hands were played!

Please Adam, I need you to clarify this for me🙏

The amount I stake on a card does it really give the casino right over my own money?

Just because I played a single hand,does it give the casino right to withheld my winnings??

Best regards.

Hussaini.

Dear Hussaini,

The casino has stated that they believe your account has been used for fraudulent activity, so I am trying to determine exactly what activity has taken place that might give rise to this belief. Therefore, although you are correct that there is no minimum amount of hands that should be played, any information regarding the use of your account is still relevant.

I am still discussing the evidence with the casino, but I would like to confirm if you have played poker with your brother in the same manner previously at this casino, or if this is the first time?

Kind regards,

Adam

Dear Adam,

It is our both first time in the site's usage entirely!

The first time playing a poker game with him on the site!

And the first time requesting a withdrawal.

I'm a bit curious with the fraudulent activity I'm been accused of!

I and my brother beted with $45 each on the the table which after winning all his money I am supposed to have $90 but was paid $88 dollar because they took thier commission base on the poker rule, and my brother had 0$ left in his account!

So I decided to withdraw my $88.

Please Note:

The money is won from my brother and he didn't complain about this.

Not from 1win.

It kept me wondering how this became/becomes a fraudulent activity!!

Thank you Adam, I really appreciate your effort in trying to help me!

Kind regards,

Hussaini.

Dear Hussaini,

Due to the nature of this case, it will be discussed internally with our management team. I am therefore extending the timer to allow for this. Thank you for your continued patience.

Kind regards,

Adam

Dear Hussaini,

We have discussed this complaint at length internally, and have reached the decision that we are unable to assist any further with this case. We believe, according to the evidence presented, that the casino has acted in accordance with its terms and conditions regarding this matter and there is nothing further we can achieve.

This complaint will now be rejected, I am sorry we could not be of more help on this occasion.

Kind regards,

Adam