The player from India has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. We contacted the casino and were informed that the player had created multiple accounts and his payment methods were used among 5 other accounts at the casino. We rejected the complaint due to the breach of the terms from the player's side.
1win Casino - Player claims that payment has been delayed.
Amount: 53,000 INR
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Money withdraw problem
1win I'd -19***663
It's been six days at 1Win Casino. The money has not come yet and 1win casino is not giving any reply saying that the money will come in 48 hours. Now it has been six days but still my money has not come and they are not giving me any reply
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1 year ago
Dear amanpall6090,
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
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1 year ago
Dear amanpall6090,
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.
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1 year ago
Thank you for your reply, amanpall6090. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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1 year ago
No ma'am, I did not get any bonus. I played with currency. game! But my withdrawal is not coming.
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1 year ago
Thank you very much, amanpall6090, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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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1 year ago
Hi amanpall6090,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us what are the reasons for the delayed withdrawal? Has the request already been processed by you?
I'm looking forward to hearing from you.
Kind regards,
Natalia
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1 year ago
Translation
Good afternoon
There is no account registered to the e-mail a****@gmail.com.
Please specify the correct mail, or ID.
Sincerely, 1win team.
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Translation
Good afternoon
The game account was blocked in accordance with paragraph 9.7 of the rules.
In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.
Sincerely, 1win team.
Automatic translation:
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1 year ago
Dear 1win Casino team, thank you for the reply. Could you please send me any supporting evidence on this matter? My email is natalia.b@casino.guru or you can contact me via skype. Thank you!
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1 year ago
Nhi ho Raha he to maa chuda lo website chala rahe 2 mahine chuti Kate ja rahe he
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1 year ago
Translation
Good afternoon
We have sent evidence to natalia.b@casino.guru.
Sincerely, 1win team.
Automatic translation:
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1 year ago
Dear 1win Casino team, thank you for the sent evidence.
Dear amanpall6090, the casino representative sent the evidence where it is clearly seen that the payment methods you used are also used by another 5 accounts, which is a breach of the terms. You are not allowed to share your payment method with other people, or to create more accounts for yourself. One person can only have one account and use payment methods that belong only to him/her.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best wishes,
Natalia
