1win Casino - Player is experiencing difficulties withdrawing his winnings.

Hello Casino Guru,

Earlier this week or to be exact on 3rd May 2023 I created an account with 1WIN. I was immediately interested in their sportsbook and put in €54.71 to bet on an Esport event which was the max bet for that event. I happily managed to win and therefore put the entire winnings + the original bet on another Esport event. So now I have €366.07 in my wallet.

When I tried to withdraw my money via their card system, a code should be sent to the registered Email. I probably waited several hours for this Email to confirm the withdrawal, but no Email arrived even though I used my regular Email at ProtonMail.

Shortly after that I sent an Email to their support and that's when I noticed that the Email was returned to me with a bunch of different error codes. I then went to 1WIN and contacted them via their Live chat. Wrote with several different agents and the vast majority of them didn¨'t understand the problem.

I then contacted ProtonMail and asked them about the problem. The answer I received is that 1WIN and their Email service Yandex have blocked ProtonMail on orders from Russia, which can be confirmed by several independent magazines.

I then contacted the live chat again and requested that my Email was to be changed so I could start a withdrawal. I had to fill out a lot of questions, send receipts and answer a form. I have now been waiting for several days for my Email to change and every time I contact the live chat again to check the status of this there is always something new or something "they" missed to collect from me.

I feel deeply let down and right now 1WIN has €366.07 in money that is mine and which I cannot withdraw due to their Email system.

I therefore ask Casino Guru for your expert help. I've really hit a brick wall.

I apologize if my English is bad.

Sincerely,

Daniel K*******

Dear pirayaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our website Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an unverified email address, we will try to help you. 

Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that changing your email address should be enough to verify your account and withdraw the winnings? Have you provided all the necessary personal documents to complete KYC verification?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hej Petronela,

Det stämmer. Det räcker att ändra min E-postadress för att allt ska fungera normalt.

Jag har inte kunnat verifiera mig heller beträffande KYC eftersom att varje mejl som skickas till deras mejltjänst återsändes tillbaka enligt vad jag förklarat tidigare om Yandex och den blockad som Ryssland infört gentemot ProtonMail.

Jag hoppas innerligt på att detta ska gå att lösa hela vägen. Jag har inte hört eller sett att min E-postadress ändrats ännu.

När det gäller 1WIN, det är ett onlinecasino och inte enbart en sportsbook.

Med vänlig hälsning,

Daniel K*******

Hello Petronela,

It has now been resolved after much back and forth.

This means you can close this complaint. I will reopen this thread in case more problems appear with my withdrawal request.

Sincerely,

Daniel K*******

Great news.  As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pirayaz, for your confirmation, and please don’t 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,

Petronela

Casino.Guru