The player from India had deposited approximately 17 lakhs into his 1win account and, after playing, had tried to withdraw 16 lakhs. Despite completing the KYC process multiple times, his account was blocked and withdrawals remained pending. The casino had not responded to emails for 18 days. We had requested additional information and extended the response time by 7 days, but the player did not respond, which led to the rejection of the complaint. Upon reopening the case, evidence was provided by the casino indicating that the player had breached terms regarding multiple accounts. Consequently, the complaint was rejected as unjustified.
1win Casino - Player’s account has been blocked after withdrawal request.
Amount: 1,600,000 INR
1win Casino
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Hey dear team , i have deposited approx 17 lakhs in my 1win account and also played with it and my remaining balace was 16 lakhs , when i gone to withdraw my funds they told me to complete my verification through the security team so i have uploaded my docuemnts again as i have previously also did my kyc like 3 times and this time they told me to wait for 14 days and its today is 18th day and still no response from them and they have blocked my account and none of my pending withdrawals they have given. and now even not responding to my mails, I request you to please go through the double check and provide me my withdrawal of the same.
My 1win id is-73825***
my 1win registered email is-[hidden by Casino Guru]
My name is-[hidden by Casino Guru]
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4 months ago
Dear ANSH47691,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have you made any successful withdrawals from this casino before?
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,
Veronika
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4 months ago
i have provided my utility bill payment proof and my national id aadhar card, and a selfie with aadhar card on my hand. yes previously i have withdrawn many times and my overall withdraw would be approx in crores,I request you to please help me out regarding this, i have uploaded my kyc details 5 times and lastly uploaded it a week ago
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4 months ago
Could you please specify if any of your additional documents have been verified?
Also, which types of games did you play? Were they slots, live casino games, or did you participate in sports betting?
Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
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4 months ago
Dear ANSH47691,
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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3 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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3 months ago
We’ve reopened this complaint at the request of ANSH47691. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:
Hello, I have previously verified my 1win account for two times and third time they blocked my account and not giving my withdrawal now, I used to play live casino games like Game shows , Named-Stock market , The 1win casino isn't responding my mails sent to them
Please send me the identity documents you submitted to the casino for verification at veronika.l@casino.guru. Also, kindly forward me all the communication between you and the casino customer support that could be relevant to our investigation. Thank you for your cooperation.
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3 months ago
Thank you very much, ANSH47691, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.
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3 months ago
Okay dear customer support, Please do it as soon as possible, So my query could be resolved faster
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3 months ago
Dear ANSH47691,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite 1win Casino to join the conversation.
Dear 1win Casino,
I would appreciate more details regarding the player's actions that were considered a breach of rule 9.7, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru
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3 months ago
Translation
Good afternoon
Sent evidence by email. Look here please.
Best regards, 1win team.
Automatic translation:
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3 months ago
Thank you for the information and evidence provided, 1win Casino Team.
Dear ANSH47691,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.
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 regards,
Michal
Casino Guru
