1win Casino - Player’s funds are missing after failed withdrawal.

All my funds from my 1win account is missing. I had a total of amount upto around Rs41,000 in my account balance. And I tried to withdraw Rs7000 on 6th June 2024 at around 5:00pm. And after a few hours when I checked my balance and it was 0 and my withdrawal of Rs7000 also failed. Please I am requesting 1win to return my balance amount in total.

Dear Kuldeep0406,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you passed the full KYC verification?

What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals before?

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

Best regards

Veronika

Yes I had done my full KYC and filled out all the details the website had asked me to. I only played the Aviator casino game. And I had accumulated winnings of around Rs40,000 throughout playing the aviator game. And I had only made withdrawal of Rs1200 before. I just want my account balance to be brought back to Rs41,000 as I have no idea where the funds were gone without my knowing. And I request some kind of compensation from 1win too as the funds that were in my account were taken without my knowing or consent.

Have you received any emails from the casino after your winnings were confiscated? Have you contacted customer support regarding this issue? Are you able to access your casino account? Please forward me all the communication as well as any other evidence that could be helpful to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

No I haven't received any mail or any kind of information from 1win after my balance was wiped out. Yes, I had contacted the customer service about the issue but they were very uncooperative and they just blamed me for the losses as I had played casino game like Aviator. They didn't assist me further with the issue and instead asked me to change my password that's it.

Yes I am still able to access my 1win account but due to all my funds being lost I am not able to play any games.

Do I understand correctly that according to the casino, you played away your winnings?

The casino hasn't reached out to me and specified anything about the situation. From what I could get from the interaction with the customer support is that they were very ambivalent about assessing my problem as I had played a casino game. The casino never specified that they think I have played away my winnings, they just aren't willing to gauge what problem had occurred with my account balance. Further, their unwillingness increased when I had mentioned that I played a casino game (Aviator). The casino customer support just said they couldn't help me with my issue as I had indulged in casino games. I request 1win casino to look into the problem and return my account balance which was taken away without my consent instead of having an uncooperative customer support. Thank you.

Thank you very much, Kuldeep0406, 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.

Dear Kuldeep0406,

I'm Michal, and I have taken over your complaint. I have reviewed your case, I have received your email 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,

We kindly request clarification regarding the status of the funds in the player's balance. Could you please specify whether the funds were confiscated by you or if the balance was depleted due to the player's gameplay or what happened to the funds?

Good afternoon

Your withdrawal was rejected by the bank. When canceling a withdrawal, funds are automatically returned to your game balance.

Best regards, 1win team.

Hello,

The funds were in-fact not returned to my account balance. Instead my whole game balance was confiscated after that failed withdrawal attempt. I kindly request you to return my account balance which was around INR 41,000 and provide me some extra compensation.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.