The player from Nigeria had his account blocked and his balance withheld after being accused of opening multiple accounts in the casino. The casino explained that the accounts had been linked due to the use of the same payment wallet to make withdrawals. The player stated that the second account belonged to his brother and that he had used his brother's wallet when experiencing some issues withdrawing to his own. Unfortunately, using another person's payment method is strictly against the terms and conditions of the casino, so the complaint was rejected. The complaint was reopened at the request of the player and new evidence was recieved from both sides. The casino decided to pay the player his balance on this occasion to provide a resolution to the situation. The player then stated that they were still missing a deposit, that it had been made successfully but not credited to their casino account. After much discussion and investigation, the casino stated that they did not use the payment provider in question, and that although the transaction had been completed successfully, it had not been sent to them. The casino also provided evidence to show that previously successful deposits had been processed by a different provider. In accordance with this evidence, the complaint was ultimately rejected.
1win Casino - Player’s account was blocked.
Amount: 420,000 ₦
1win Casino
Safety Index:Above averageOther
REJECTED
Case summary
Hi I had issues withdrawing, I was told by my account manager to message the security team for 100% verification, I did that then got a reply 40 mins later that my account was blocked
"At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.
Thus, in accordance with the violation of clause 9.7. game account i*****@gmail.com has been blocked and cannot be restored.
Please note that upon re-registration, your game account will be blocked without prior notice."
I'm pretty sure I didn't do any of the above mentioned, except it the auto-play feature in Live roulette counts. Any ways I have a pending withdrawal in the amount of 375000 naira, a 3000+ naira balance and a pending deposit in the amount of 420000 naira, which the financial team said they can't resolve cause my account got blocked, I would like to know how I withdraw my money because I can't log into my account anymore. Thanks.
Account ID: ****
Dear isikalujoshua01,
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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Have you accumulated your winnings with or without an active bonus?
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
Yes, my younger brother, but the account got blocked during verification, I brought the case up with my account manager, was told it was to prevent fraud or something like that, been using my account since then without no issues, I've made multiple deposits and withdrawals since then.
I'm a VIP client
I don't use bonuses, learnt the hard way that they are not worth it but there's this active cash back on the plaform not really sure how it works tho.
And I didn't even win I lost I deposited 420,000 left with about 378,000 that and a pending deposit of 420,000
Thanks isikalujoshua01, for the reply.
Did you or your brother claim any bonuses in the casino?
Thank you very much, isikalujoshua01, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
Hello isikalujoshua01,
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 further information and clarify exactly the reason for the player's account having been blocked?
Kind regards,
Adam
Good afternoon!
The player's account was blocked in accordance with paragraph 9.7 of the rules - the user was seen using a multi-account that overlaps in details.
Sincerely, 1win team.
Hello 1win Casino,
Thank you for the information.
Please supply supporting evidence of this to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
Good afternoon!
We have sent evidence to adam.m@casino.guru.
Sincerely, 1win team.
Hello 1Win Casino,
Thank you for the evidence provided, I have requested further information via e-mail.
Kind regards,
Adam
Hello isikalujoshua01,
Unfortunately, I am not at liberty to share any information provided by the casino due to reasons of confidentiality.
You can ask the casino to supply it directly to you, but it is at their discretion if they choose to do so.
Once I have more information I will provide an update here.
Kind regards,
Adam
Good afternoon!
We sent additional evidence by email.
Sincerely, 1win team.
Hello 1Win Casino,
Please see my response via e-mail.
Dear isikalujoshua01,
Can I ask you please to clarify your brother's first name, and if you have both made withdrawals from the casino?
If you have both made withdrawals, did you both use the same payment method?
Kind regards,
Adam
Hi Adam,
His name is Kingpaul
I've made multiple withdrawals, while he made only one before his account got blocked
We both used crypto to make the withdrawals, although I think you mean if we both used the same crypto address, then yes he did try about two of mine but the withdrawal went to his, which now that I think about it one of them is the one my current withdrawal was on. If that's what caused my account to be blocked, I didn't know there's anything wrong with that.
In my defense me having to even give him my crypto address to use was caused by 1WIN, (this is gonna be long),
So some time ending last year i had an issue with my withdrawal on 1xbet took over a month to get rectified, so I decided to look for another betting platform then I discovered 1WIN, I tried it out after making my first deposit playing a couple of game withdrawal became an Issue, it just kept pending for about 2 days so I messaged support asking them what was wrong then just said its an Issue from the payment provider that I should cancel and try again, after going back and forth for about a week I think, I had just given up that it was a scam, joined their telegram channel to give them a piece of my mind when I found out I couldn't post messages, but you could comment on post, so I did complaining that I couldn't withdraw, a couple hours Later I get a message from two strangers saying that he saw my comment on telegram, one of them from Ghana told me what to do, apparently I was supposed to do a verification which the online support conveniently never mentioned, he put me through on how to do it, after a week o so my account got verified, I was able to withdraw so I continued using It .
Now here's the problem, while trying to make a withdrawal later not sure which one I encountered a problem, my withdrawal via USDT trc 20 kept getting declined, tried Erc 20, then after a couple of tries Bitcoin (BTC) finally went, time went on I kept on having the same problem so I found a way around it, just to keep reducing my withdrawal amount by a thousand, the other guy I met on telegram said it was to prevent you from withdrawing all your money, not sure how true that is but it kept on happening, if I was allowed access to my account i would have been able to send you screenshots of this happening frequently.
So around mid December, I get home for the holidays, my younger brother sees me playing roulette and says i should teach him so I tell him to sign up and make a deposit, now knowing all through I went through during when I first started I tell him how to do the verification which he does only for him to get a reply saying he doesn't need to do any verification (wired right), so he plays then tries to make a withdrawal, just like mine it keept failing/pending can't remember which honestly, so i gave him my Bitcoin address to try something, he tries USDT again still pending, so I tell him to contact support again he gets am mail saying he should send a couple of documents, which he does, he gets the same message I go when I did mine you'll get a response in 14days, bout 3 days letter he tells me he couldn't log in to his account, I tell him it might be that his current site is dead because I once had an issue where I couldn access the site, apperently there are a couple of mirror site and they do go down sometimes, I gave him my current mirror site which was going he stll couldnt login, so I tell him to message support, which he did, till today he still hasnt gotten a response, a couple of days later while going through his wallet he sees his withdrawal there apperantly the money had come in a couple of days prior, he tried logging in stilll couldn't.
He found a different site to use, I continued using my account as normal, on boxing day I get a call from Chris (nice guy) saying he's from 1WIN, he called to inform me that I'm now a VIP client and I've got a dedicated manager, explained my bonuses to me, asked me how I was enjoying the platform, and if I had any Issues, I told him about the problems with withdrawals, which he said was as an issue with the payment service provider, and the issue with my brothers account, he said I should forward him the details s hell look into it, which I did, got feedback from him few days later that the security team said it was to prevent fraud, he advised that my younger brother to write to the security team which i informed him but he said he didn't want to go through all that stress since he already had a new platform he was using.
I continued using my account as normal, on the 4th of January i tried to withdraw, USDT withdrawal kept failing, tried my normal way of reducing by a thousand it kept failing till the 5th so I decide to use Bitcoin so i tried my Bitcoin address, and yes that's the same on my younger brother used on his account, it just kept pending, I had an issue with a pending deposit on the 3rd of january so had messaged my account manager on the 4th about my pending deposit on my account. When he got back to me on the 6th requesting additional documents for the issue with my deposit, I mentioned the issue about my withdrawal to him, he advised me to message the security team letting them know I want to do a 100% verification, which i did, about 30 mins later I get a mail that my account has been blocked, and that's how i ended up here.
I'm sorry this is long, I just wanted to explain the whole cause and effect, the reason I had to try multiple crypto addresses was because of the issue with withdrawals, not that any foul play was involved.
Like I said earlier I don't have screenshots of my withdrawal history because i've been locked out of my account if no I would have been able to show yow how many times my withdrawal has to get canceled before i can withdraw, and each wait is about 3 hrs long, I can provide screenshots of my chat with my account manager, though most of our conversations was via call, and screenshot of my chat with the guy who helped me on telegram.
Good afternoon!
The requested information has been sent.
Sincerely, 1win team.
Thank you for the detailed explanation, isikalujoshua01,
Could I ask you to please provide the address of the wallet you and your brother have both used? I will make sure that your post is kept private.
Kind regards,
Adam
Hello isikalujoshua01,
Just to keep you informed, I am still discussing your case with the casino via e-mail. I will post an update here shortly.
Kind regards,
Adam
Good afternoon
Sent a reply by email.
Sincerely, 1win team.
Hello all,
I have reviewed all of the information in this case once again.
The casino has blocked the player's account due to it being linked to another account by the use of the same cryptocurrency wallet, and the fact that on both accounts the same games were played in a similar fashion.
The player states that the other account is that of his brother, which has already been blocked after receiving a withdrawal. The player has stated that the wallet used for withdrawal belongs to their brother quite openly, and this wallet has been used once by the other account to make a successful withdrawal.
Aside from this, with multiple accounts cases, we prefer to determine if some unfair advantage has been gained by having more than one account.
Dear 1Win Casino,
You stated that there has been no abuse of the bonus system, can you clarify if both accounts have played the same games simultaneously/at the same time? Or were they never logged in at the same time?
Kind regards,
Adam
Good afternoon
Adam, sent more detailed information to your email, please check.
Sincerely, 1win team.
Dear 1Win Casino,
Thank you for the additional information provided.
Dear isikalujoshua01,
After reviewing all evidence provided and all aspects of this case, I am afraid I must inform you that we can no longer assist you with this case.
While it may be true that the second account/wallet address is that of your brother's as you have stated, there is no getting around the fact that using his payment wallet is strictly against the terms and conditions of not only this casino but casinos in general.
In accordance with our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
As you have stated that you are not a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you in this case.
Consequently, this complaint will now be rejected. I am sorry we could not be of more help on this occasion.
Kind regards,
Adam
This complaint has been reopened at the request of the player.
Dear 1Win Casino,
I have asked for further evidence from you regarding this case via e-mail, can you please confirm that you have received my request?
Kind regards,
Adam
Good afternoon.
Sent a response by email.
Sincerely, 1win team.
Thank you, 1Win Casino.
Dear isikalujoshua01,
I have received more evidence from the casino. In your previous e-mails, you stated that the wallet with address TAKqa2myYLNDynCtLwB3itn22Wqbb9b1BM belongs to your brother and has not been used by you on your account.
According to the evidence provided by the casino, this same address has been used in your account on 30/11/2022 and 1/12/2022. Your brother's account wasn't registered until 17/12/2022.
Are you able to explain how this could be the case?
Kind regards,
Adam
Hi Adam, it's been a while, just found out I made a big mistake but before I explain, I would like to know if the casino provided proof that I made a confirmed withdrawal through this address TAKqa2myYLNDynCtLwB3itn22Wqbb9b1BM
Will await your reply, thanks.
Hi Adam,
I was going to wait for your reply but then I realized they if I do that, that'll be two weeks.
So here's the deal initially when I saw your last message, I was going to deny that I used that address on my account cause I know I didn't use any deposit or withdrawal method that doesn't belong to me, I decided to check the address on tronscan, I noticed a couple of transactions to my own address, so I start checking all my wallets ( I've got a couple ), and I did actually find it, it is my second wallet on trust wallet. So apparently it is one of my wallets, called my younger bro said he used one of mine cause he didn't have one. Funny thing is I was actually the one who sent him tron to send the usdt, didn't even know it was for withdrawal from 1win.
I'm not saying this just to get my money back, initially i just called him to ask which address he used for withdrawal, so i just assumed it was his, that was a mistake on my part for that i appologize. I'll provide a link to tronscan you can verify, both the Tron and Usdt barely have any transactions on them, only 3 withdrawals all to my address ( TMrXHSun9i4XhBZ6VdyvkdFRyVuA8n2xUV - the one i use for withdrawals on 1win), the address is relatively new (19 Nov 22), can't remember what I created it for really.
To be honest I really can't remember using it on 1win, it is possible, but if I did the withdrawal didn't go through, I previously explained to you how withdrawals keep on getting cancled for no reason, this was probably one of those instances, at this point I really can't say exactly which wallet address I tried on my account cause like I explained initially, before I knew that it was verification that was blocking my withdrawal I tried multiple wallets as was recommended by 1win's customer support.
Adam like I said earlier I'm locked out of my account so I don't have access to my transaction history, but on God what I'm sure of is that all deposit and withdrawal used on my account belong to me, if they provide me a list, I send them proof.
Now if what they are saying is true then I don't get why they won't release my money, cause basically what they (1win) are saying is that my address was used on my account before being used on my younger brothers, his account got blocked but his money was released.
Here's the link to tronscan https://tronscan.org/#/address/TAKqa2myYLNDynCtLwB3itn22Wqbb9b1BM/transfers
Dear 1Win casino,
Can you please clarify why the other account (belonging to the player's brother) was closed and if the balance was withdrawn?
Kind regards,
Adam
Good afternoon
Adam, sent more information to your mail.
Sincerely, 1win team.
Dear isikalujoshua01,
The case is still being discussed via e-mail, once I receive a response from the casino I will provide our conclusions on this case.
Kind regards,
Adam
Good afternoon
Despite the fact that the blocking is not unreasonable and cannot be challenged, we have decided to meet the player halfway and approve the withdrawal of funds in the amount of 375,000 NGN to the BTC wallet.
Dear isikalujoshua01, please check the receipt on your wallet.
Sincerely, 1win team.
Thank you for the update 1Win Casino.
Dear isikalujoshua01,
Please clarify if you now consider the matter to have been resolved.
Kind regards,
Adam
Hi Adam, been a while
Resolved?, I'll say no, some may say that's me being greedy but I'll like to point out a couple of things to 1win, the reason I'm having my money withheld is because:
1. I referred you a new customer (my brother)
2. I used my wallet on both our accounts ( without knowing it would cause issues) but because of issues with your payment system, issues that I complained about to your support and my account manager, which you didn't bother fixing, you know for a fact that for each time I had to try a different wallet address it was because my withdrawal kept on getting canceled for no reason.
The 395,000 you released via btc, you have it on record that I tried to withdraw at lease 3 - 5 times via usdt it didn't go through, before I now had to try btc a couple of times before my account got blocked, this you can confirm.
So I fault you for that, cause I've been playing on a site I found on this platform recently (wild.io) and I've never had my crypto withdrawal declined.
3. The 420,000 you are deciding to withold is money I didn't get value for cause it never reflected in my account, and because I had trust in you service that the issue would be resolved I went ahead and deposited another 420,000 after not seeing initial deposit for 24hrs. I remember contacting my bank to make an enquiry about the status of the transaction and I was told it went through, my account manager asked me if I wanted to file for a charge back and I said no that if it went through you'll resolve it. Apparently my trust was misplaced.
So Adam & 1win I'll like to ask if with all this if you were in my shoes would you consider getting half your money back justice?, if so then please do consider the case closed.
Thanks.
Good afternoon.
isikalujoshua01, in case you have not received the indicated deposit, please send a receipt confirming its existence, we will consider the request and help in solving it.
Sincerely, 1win team.
Dear 1win, please fund attached the necessary proof of payment,
First is the payment account from your PSP,
Second is the transaction receipt,
Third is my state of account showing said payment,
Fourth is a screenshot of my transaction history on your site showing said payment still pending, taken after over 24hrs after said deposit, highlighted in red is the said transaction, in green is yellow is the transaction I made the next day which went through.
If you been the pdf files of the receipt and bank statement, do let me know so I email them, can't seem to upload documents here.
Please send PDF files to e-mail: security@1win.xyz
Sincerely, 1win team.
The data has been received, we will check the information and return with a decision.
Sincerely, 1win team.
Hello all, Thank you for your responses.
Dear 1Win Casino,
We will extend the timer and await a further update.
Kind regards,
Adam
Good afternoon
The client provided a check, which, after verification, the provider attributed to the deposit indicated on the site as "Successful"
The user claims that there were two deposits of the same amount, one of which was not credited. We requested a second check too to sort out the issue. We are waiting for the data.
Sincerely, 1win team.
Dear 1Win Casino,
Can you provide us with an update regarding the aforementioned second check please?
Kind regards,
Adam
Good afternoon
The client did not respond to the last request.
Sincerely, 1win team.
I'm confused when you say the client do you mean me or your payment service provider?
Good afternoon.
Dear isikalujoshua01, The check you provided is for a deposit that was successfully credited to the account and activated on the site.
If you claim to have made two deposits of NGN 420,000 and one of them was not credited, send both checks. We have requested this information from you by e-mail. Your last request did not receive a response.
Sincerely, 1win team.
Hi Adam, 1win,
I didn't reply cause honestly I didn't receive any email from 1win, just checked both my spam and inbox, nothing.
Unfortunately I currently do not have the receipt for the second transcript that went through on the fourth, my bank app only allows you to generate the receipt within a limited period of time and it seems I'm long past that, the only reason I have the one that didn't go through is because I previously sent it to Chris your account manager on the fourth of January.
He is aware of this, and your financial department was about to rectify it, but they said the couldn't because my account was blocked, they are your fellow employees speak with them to confirm.I'll contact my bank to see if i can get a receipt.
In the mean time I think the documents I sent previously should suffice if you checked them correctly
[ Adam please follow along and let me know if the explanation is clear enough or not]
circled in red is the deposit in question dated 3rd January 2023,11:14 pm
This is the receipt of the transaction dated
3rd January 2023,11:16:48 pm
This is my account statement from the day the deposit was made till the day my account was blocked, circled in red is the deposit.
This screenshot was taken on the 6th of January, after my account was blocked ( you can see it showing sign in and sign up at the top, fortunately there's a bug on the app and it was still on the last page I used when I tried to login).
On it you can see the withdrawal of 375,000 I made through btc on the 5th of January which has been released. Now you'll notice that 3 days after I made the transaction on January 3rd it's still pending.
This is the same statement of account, circled in yellow is the transaction made on the fourth (check the value and date).
You have these documents in pdf format. From these you can see clearly that I made a deposit on the 3rd of January which I never got value for. The receipt you are requesting for is for the 4th of January transaction which went through, I'll contact my bank, hopefully I can get it.
Dear 1Win Casino,
It does indeed seem from the statements provided by the player that one deposit has not been credited.
Are you able to clarify the situation?
Kind regards,
Adam
Dear Adam, earlier we have repeatedly specified that the client provides a check of the deposit that was credited. If there were two write-offs in our direction, a second check is also needed so that the payment provider can check whether there was a credit.
If isikalujoshua01 provided one check, why is it not possible to send a second one too?
We are not refusing to resolve the issue, but we need more information - namely, two checks confirming both transactions.
Sincerely, 1win team.
Dear 1win, the answer to your questions was addressed in my previous post.
I got a reply fromy bank and I would have to go to the bank to get it, there's a public holiday today and Monday so the earliest I can get that would be Tuesday.
What I and subsequently Adam was trying to point out is that the documents provided are enough to show that a deposit was made which I didn't get value for.
But since you insist I'll try and get the receipt.
In the mean time the above screenshots are from my bank app for both transactions perhaps the contain the details required by your payment provider to confirm the transactions.
Dear isikalujoshua01,
Have you been able to obtain the required information from your bank? Please provide an update on the situation.
Kind regards,
Adam
Hi Adam,
Unfortunately it can't be generated, went to my local branch on Tuesday it couldn't be done, traveled allbthe way to the state headquarters on Friday was told the samething, " I can only generate it through the app, if it's not there then too much time has passed ".
I was told to give this screenshot to 1win. Thr bank said it contains the required information for the involved financial institution to confirm the status of the transactions.
It contains the date, time, sender account number and most importantly the transaction reference.
Those are the screenshots for both transactions. I would like 1win to send this to their payment service provider for verification.
Thanks.
Thank you for the update, isikalujoshua01.
Dear 1Win Casino,
Are you now able to check the transactions?
Kind regards,
Adam
Good afternoon
We sent a request to the provider to clarify information about the deposit, we are waiting for a decision.
Sincerely, 1win team.
Thank you very much 1Win Casino,
We will extend the timer while we wait for further information.
Kind regards,
Adam
Good afternoon
Unfortunately, the response from the provider has not yet been received, it will take a little more time.
Hope for understanding.
Sincerely, 1win team.
Hello 1Win Casino,
Thank you for letting us know, we will allow more time.
Kinds regards,
Adam
Good afternoon
The provider provided a response that such a payment was not detected on our side.
The payment provider also informs that the client needs to contact the bank and request the VA or SID - the internal transaction number.
So the bank will confirm the transfer of funds for the payment provider.
Sincerely, 1win team.
Dear isikalujoshua01,
As the casino has stated that the missing deposit was not detected o their side, are you able to obtain the information from your bank as stated above?
Kind regards,
Adam
Dear isikalujoshua01,
Please respond and address my previous question. I will extend the timer for 7 days. Please be aware that if we do not hear from you within that timeframe the complaint will be rejected.
Kind regards,
Adam
Dear 1Win Casino,
Now that the player has provided this information, are you able to provide an update on the situation?
Kind regards,
Adam
Good afternoon
The request was verified, the provider reported the following:
"Transaction 999035230104205359497983946068 was only received - credited.
For another payment, the funds should have been returned to the client, if not returned, then the client needs to contact the bank for a refund."
Thus, since the second payment was not received on our side, dear isikalujoshua01, in accordance with the recommendations, you need to contact the bank to clarify the status of the refund, if this has not happened yet.
Sincerely, 1win team.
This SID that you just confirmed you received, is the transaction that I didn't receive in my 1win account. The other one is the one you confirmed my withdrawal. What I mean is that this transaction that you confirmed was credited was not deposited to my 1win account.
This information is provided after contacting the payment provider, who checked the data and gave a detailed answer. Obviously, the payment system representative has more information about your deposit, and the answer is correct.
We received only one transaction, the second was rejected and returned to the bank. Further, to resolve the issue with this write-off, you need to contact the bank.
Sincerely, 1win team.
No you're not getting my point, the transactions weren't made during the same time, they were made a day apart from each other, this one that you just confirmed went through was the first one I sent on the 3rd of January, which I didn't receive, I sent another one on the 4th of January, that one I received, I played roulette lost a couple of games, was left with 398,500 give or take, you've given me 395,00 should be about 3,500 left in the account or so.
My account was blocked on the 5th, the money hadn't reflected on my account till it was blocked. Now you'll just confirmed that you received the money I deposited on the 3rd, which is good, but the money never got to my 1win account.
You can see from this screenshot of my account that the money I deposited on the 3rd of January didn't get to my account, it's still pending, but the one I deposited on the 4th of January was already in my account, it's showing green. The SID I provided to you is for the 3rd of January transaction, which you just confirmed was credited to your account. So except you're trying to tell me that the money for the 3rd was credited to my deposit on the 4th, I really can't understand, and if that's what you're claiming I'll call bank so they provide the SID for the 4th of January transaction so you see that I made two different payments.
You should not contact the bank for a number, because you sent the numbers from the statement that you already sent us. Thus, we had the opportunity to check the information on charges on 420k NGN and provide an answer.
We only received one transaction.
Your deposit is not pending. You made three attempts, one of them was in the "rejected" status, the second was "not paid" - this means that there was no attempt, the third deposit in the status was successful.
We reiterate that you need to contact the bank for a refund.
Sincerely, 1win team.
Ah I see the SID up there is for the 4th of January, but the bank is saying it's successful and they contacted the payment provider and that they also said it was successful, so it's either someone is lying or there's more than one intermediary in this transaction. I need you to confirm something for me the payment service provider you're contacting is it Budpay?
This was the account that was generated for me on 1win when I made the transfer, it's from Budpay, so I would like to know if that's the PSP your contacting or are they just another intermediary cause if that's the case the issue might be from them.
Dear 1win Casino,
Please see my response via e-mail.
Dear isikalujoshua01,
I have asked the casino for more information to support what they stated has happened with the missing deposit, but I would also like to ask you if you can provide any communication you have received from your bank, which states that the payment was successful and has not been returned to you?
Kind regards,
Adam
Dear isikalujoshua01,
Please respond to my question regarding proofs from the bank.
I will extend the timer for 7 days. Please be aware that if we do not hear from you within that time, the complaint will be rejected.
Kind regards,
Adam
Hi Adam, all conversations were either in person or over the phone, I notified them about the response from 1win was told to reach out to them today while they look into it
Hello isikalujoshua01,
Thank you for the update. We will await further news in that case.
Kind regards,
Adam
Dear isikalujoshua01,
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.
Hi Adam, I've been in constant communication with the bank but, they jeep saying it was successful at their end, and what's making matters worse is that the PSP keeps responding to them that it was successful. I don't know of 1win would be able to provide me a the response from the PSP saying it wasn't successful so I can forward it to them.
Hello isikalujoshua01,
Can you please provide some evidence of this communication with your bank which states that the transaction was successful?
At this point, it is not clear what has happened to the deposit mentioned and we will need evidence from both sides in order to proceed, I have as mentioned already asked the casino to provide more information.
Are you perhaps able to obtain an e-mail from the bank, and then forward it to me (adam.m@casino.guru)?
Kind regards,
Adam
Hello isikalujoshua01,
Please respond and provide the relevant information, as this is required to further investigate the situation.
I will extend the timer for 7 days, but if there is no response from you within that time the complaint will be rejected.
Kind regards,
Adam
Hello Adam,
Sorry for the delay in responding and thanks for your patience. I have had some headway in my investigations, as I noted previously my conversations with my bank are via call so unfortunately, I have no screenshots to send, I did try screen recording my last conversation with the bank but unfortunately when I played it the was no
audio. I’ll attach my call log with the bank.
The bank has made it clear to me that they fulfilled their end of the transaction, and that the money was sent successfully to the designated account. The bank has reached out to Budpay on several occasions and the response they got from Budpay is that the transaction was successful. I’ll attach screenshots of my call log with the bank, and you’ll see that I’ve been in call log with them since the day after I made this transaction.
After receiving this information, I reached out to Budpay myself to let them know that I never got value for this transaction and that the Bank said it was successful and that if they claim it wasn’t they should send a receipt of the transaction failure to the through the official channel. I also let them know that the merchant 1WIN claimed the transaction failed and that after their investigation, that was the response they (1WIN) got from them.
If you check Adam, you’ll see that I asked a question of 1WIN 3 weeks ago - "I would like to know if that's the PSP you’re contacting or are they just another intermediary cause if that's the case the issue might be from them." – to which I didn’t get a reply. As it turns out Buday was just an intermediary to another payment service provider, they sent a message to me this morning that their investigation shows that they settled the merchant for this transaction, with an email address frauddesk@marasoftpay.co that I should reach out to them for clarity. I’ve asked for proof from Budpay to verify that claim and I would be reaching out to the email also for follow up.
Previously 1WIN said I claimed to have made a payment, I have supported the claim with what I assume is sufficient proof, receipt, bank statement and now confirmation of payment from the PSP to the account which I was given on 1WINs website.
Now they are claiming that the payment wasn’t credited, I ask for proof from them to claim, and this proof should go down through all the intermediaries (cause I don’t know how many third parties they employ) till it reaches Budpay, because I believe that the money is with one of their intermediaries.
Hello Joshua, Thank you for the additional information.
Dear 1Win Casino,
I have still received no response from you regarding proof that supports your statements about the missing deposit.
Please provide the information requested.
Kind regards,
Adam
Dear 1Win Casino,
Please respond to my previous post. I will extend the timer one more time in the hope that this situation can finally be resolved. If we do not hear from you within that timeframe, the complaint will be closed as unresolved and have a negative effect on the casino's rating.
Kind regards,
Adam
Good afternoon
We will need a little more time to re-clarify the disputed deposit. Hope for your understanding.
Sincerely, 1win team.
Thank you for your response, 1Win Casino.
We will await further response from you.
Kind regards,
Adam
Good afternoon
Adam, sent you an email.
Also, dear isikalujoshua01, we inform you that we have transferred information about your case to the payment provider, and at the moment we are waiting for information from him.
Sincerely, 1win team.
Hello 1Win,
Thank you for the update and for your e-mail. We will allow more time for the response from the payment provider, and hopefully this case can be concluded thereafter.
Kind regards,
Adam
Good afternoon
Please extend the timer again. There is no response from the provider yet, the information was requested again.
Sincerely, 1win team.
Hello 1Win Casino,
The timer has once more been extended while we await further information.
Kind regards,
Adam
Good afternoon
The final status of the transaction has been provided, we will announce the decision in the near future.
Sincerely, 1win team.
Dear isikalujoshua01,
The casino has provided evidence to me showing that while the payment for the deposit in question was processed successfully, the payment was not made to the casino but processed by a merchant that they do not use (which as you have mentioned previously is called Budpay). The payment provider's investigation also shows that the transaction has been made through or credited to another payment service (marasoftpay.com), again not used by the casino. Is there any chance you have made this payment elsewhere mistakenly?
While I am sorry we have not been able to locate your missing deposit, the casino has provided sufficient proof to us to show they do not have it, so there is nothing further we can achieve regarding the matter. I can only suggest that you contact the payment services mentioned and ask them to investigate further.
As the casino previously paid you the balance that had been confiscated, I would like to suggest that this complaint now be closed as 'resolved'. Please let me know your thoughts on this.
Kind regards,
Adam
Hello Adam,
"the payment was not made to the casino but processed by a merchant that they do not use (which as you have mentioned previously is called Budpay)"
This here is where I have a problem, 1WIN saying that they do not use Budpay is either just a blatant lie or a serious case of ignorance on, I'm honestly dissapointed that they would make such a statement. If you recall from my last reply, I told them to follow the transaction chain down the ladder. This is because I know for a fact that they use third party PSPs.
I would like to request for my transaction history on 1WIN, deposits alone would be fine.
Sorry for bombarding your mail Adam, I've forwarded the receipts from budpay for every deposit I made on 1WIN. You might have to sort it out via date though.
Fortunately for me for every transaction I made on 1WIN via budpay which they claim not to use, a receipt was sent fom budpay to my email. The only transaction I didn't receive a recipt for was the 420,000 naira which has yet to be accounted for.
As for marasoftpay, I reached out to them a while ago and got a response from them, I've sent the email to you, that was a wild goose chase the PSP sent me on, I've since confirmed from my receipts as you'll see in the emails I sent that the name of the merchant that the money was supposed to be paid to is Say Digital New.
Honestly from a business perspective I feel 1WIN should be more invested in this than I am, because if it has happened once whos's to say it won't happen again or hasn't happened before.
The account I was given was generated on your site as it alwasys has been when I want to make a deposit, i made a deposit which my bank fulfiled, the deposit was succesful but didn't get to your end is what you 1WIN are saying, its becom quite clear that the issue is from your PSP but now you're claiming that you don't use said service provider, i would like an explanation as to why you made such a statement.
Dear isikalujoshua01,
We have once more discussed this case internally. Unfortunately, I must inform you that we are unable to assist any further on this occasion. I appreciate that you have provided the receipts of payment from the payment processor, but there is no way for us to confirm these. The casino has also provided evidence that previously successful payments have been processed by a different provider.
I understand that this is not a satisfactory solution to your issue, but please understand we can only make an assessment based on the evidence we have been provided. Consequently, the complaint will now be rejected.
If you wish to pursue the matter, I recommend that you contact the licensing authority of the casino (complaints@gaminglicences.com) and submit a complaint to them. They have more authority and better resources to help players.
I am sorry I could not be of more help.
Kind regards,
Adam
