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.

Good afternoon

Funds have been credited to your game account Kuldeep0406 . Check, please.

Best regards, 1win team.

Hello,

1win casino has only returned Rs7000 to my game account. And the rest of the funds that were seized are not returned back to me which amounted up to a total of Rs41,000. I request Mr. Michal to look into this matter please and I request the casino to return all of my seized funds. I want the full amount (Rs41,000) that was seized to be returned to my account with extra compensations for all the trouble I went through dealing with the casino. Hope you understand and are able to help with my situation.

Thank you, Mr. Michal

Regards,

Kuldeep

Dear 1win Casino,

Kindly provide clarification as to why the player's balance was not credited with the entire amount of Rs41,000.

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.

Good afternoon

We have sent the information to your email address. Look here please.

Best regards, 1win team.

Hello Kuldeep0406,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kuldeep0406,

Sorry for my delayed response. I have received information from the casino team that the Rs41,000 you claimed was seized from your balance was depleted by you in poker, can you please confirm that?

I only engaged with the Aviator game in 1win casino, as I have never played any sort of card game in my life or in the casino.

All money that I accumulated through Aviator were gone overnight from my account with me waking up with a zero account balance.

I even mentioned to the customer service of 1win that I had my money seized but they were hesitant in solving my problem and stated the reason they couldn't help is because I had played a casino game like Aviator and they don't deal with casino games or funds that were seized because of it. The casino is very reluctant and uninterested in dealing with non betting casino games like Aviator.

Dear Kuldeep0406,

I have requested your full game history from the casino to double-check it. If you have access to your full game history, please forward it to me in XLS format to michal.k@casino.guru

Dear Kuldeep0406,

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.

Hey Michal,

I have sent you an email with an image attachment of the aviator game history that I was able to access through my account. Please have a look at it. I have only played Aviator game throughout my signup with 1win casino. The casino has already paid out ₹7000 from the seized amount but why are they hesitant on paying the rest of the seized amount?

Dear Kuldeep0406,

Thank you for your email, sadly this is not your full game history. I have reached out to the 1win Casino team once more and awaiting their reply.

Dear 1win Casino Team,

I have sent you an email containing further inquiries and am currently awaiting your reply.

Dear Michal,

My apologies to you, I don't have access to my whole game history. As Aviator only let's me access my most recent game history. I request you to look into the situation.

Dear 1win Casino Team,

You have halted my normal withdrawals and deposits into my account. I request you to resume my withdrawals and deposits and please assist me with my situation as I have been a long term 1win user.

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.

Good afternoon

We have sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

I eagerly await your email containing the essential information and documentation needed to adequately address this matter.

Good afternoon

We are clarifying the information. We will write soon.

Best regards, 1win team.

Good afternoon

We have sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear Kuldeep0406,

I have obtained information and evidence regarding your gameplay, which clearly indicates that bets were placed on Poker on June 6th. Unfortunately, these bets resulted in losses, aligning with the amount you are asserting has disappeared from your account. While I acknowledge that the majority of your bets were indeed in the Aviator game, it is possible that you overlooked the bets placed in Poker. Given that the funds were legitimately lost, there is regrettably no possibility of recovering them. I understand that this response may not be what you have hoped for, but under these circumstances, there is basically nothing that can be done anymore. Please let me know if I can consider your complaint addressed or if you need our assistance with anything else.

Dear Michal,

My issue with the situation is that I was never aware of such activities involving my account like placing bets on poker. The casino never informed me about such activities that were happening to my account as I have never placed any bets personally on any poker game. I request the casino to please look into the situation as I have lost a huge sum of money that I wanted to cash out. These funds were swept from my account without informing me with any sort of alert or update. My account balance was zero overnight. I request Mr. Michal to look into the lost funds from my account as they were taken away and the casino to please refund me the full amount and not just Rs7000.

Dear Kuldeep0406,

I want to assure you that I have thoroughly examined the information and evidence related to your gameplay, which clearly shows that bets were placed on Poker on June 6th. Given that the funds were legitimately lost, there is regrettably no possibility of recovering them. The records indicate normal login activity, with no failed login attempts, password change requests, or any other suspicious actions that would suggest unauthorized access to your account. Therefore, it is reasonable for the casino system to conclude that this activity was authorized by the player (you). It is essential to recognize that once the correct username and password are entered, any actions taken on the account are considered authorized by the player. I understand this may not be the outcome you were hoping for, but given the circumstances, there is basically nothing that can be done. Kindly inform me if there is anything further I can assist you with; however, I regret to inform you that I will need to proceed with closing your complaint.

Dear Kuldeep0406,

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.

Dear Michal,

My issue with the whole situation is that the money that were lost according to you in a Poker game wasn't done by me. And I had not been informed by the casino of such bets placed from my account as I never played Poker from the account except the time you've mentioned the funds were illegitimately lost. And the games that were played in Poker were not played by me.

I had contacted the 1win customer service upon the loss of my funds and they prompted me to change my password as they had detected unusual account activity. The customer service decided to ignore my ask for help to recover my lost funds instead they just told me to change my password and not share it with anyone.

I please request 1win to return the whole lost amount instead of sending only a portion of the total amount. Please don't seize my funds without my asking.

Dear Kuldeep0406,

Although I understand my previous response was not what you had hoped for, you need to please understand that the lost funds on poker were not according to me, it is according to your game history I have received from the casino team.

To your mention:

"I had contacted the 1win customer service upon the loss of my funds and they prompted me to change my password as they had detected unusual account activity."

Can you please forward me any proof or evidence of this? (livechat screenshot, transcript, email from support) because I have been informed of the complete opposite. The records indicate normal login activity, with no failed login attempts, password change requests, or any other suspicious actions that would suggest unauthorized access to your account.

From the information and evidence gathered the funds you are claiming have been deducted from your balance were legitimately lost, there is regrettably no possibility of recovering them. 

I look forward to the evidence from you.

Dear Michal,

Sorry, I don't have any screenshot evidence of the chats with 1win customer service live support as the chat session was closed upon it's end. And I didn't get any chance to screenshot those live support chats.

The customer service assistant just prompted me to change the password as there was suspicious activities on my account on 6th of June right before my funds were seized and lost.

Please help me get back my lost funds, Thank you.

Dear Kuldeep0406,

While we genuinely wish to assist you, the evidence we've gathered confirms that you have already received the amount you were entitled to (Rs 7,000). As I have explained multiple times, the records of your account history indicate that the Rs 41,000 you mentioned was simply lost during poker gameplay, not seized, and unfortunately, this amount cannot be recovered. The poker activity was initiated from your account using your valid credentials, which means that all actions are presumed to have been taken by you.

Regrettably, you have not been able to provide any evidence to support your claims, and without such proof, we are unable to pursue this matter further with the casino team. Therefore, we are left with no option but to close your complaint.

I understand this may not be the outcome you were hoping for. If you wish to escalate this matter, I recommend reaching out to the casino licensing authority.

We are sorry we couldn't be of more assistance on this occasion. Please feel free to contact us if you encounter any issues with this or any other casino in the future and we will do our best to help.

Best regards,

Michal

Casino Guru