1win Casino - Player’s winnings are missing from their account.

Dear seam,

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

Could you please confirm that you successfully passed the KYC verification?

Have you made any successful withdrawals from the casino in the past?

Could you please specify what reason the casino support gave you regarding the voided winnings?

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

I confirm that I have passed KYC verification. I have been card withdrawing funds before, and my SKY verification was conducted on September 18, 2023. However, I still did not withdraw the money I was card withdrawing. On September 27, 2023 at 10:54 pm, I made another withdrawal, only 40U, because my previous withdrawal had been card withdrawing funds before. However, on the morning of September 27, 2023, I opened my account and my withdrawal time was 1700U at 01:33 pm on September 11, 2023, On September 11, 2023 at 01:33 pm, 1800U, and on September 8, 2023 at 05:45 pm, 2200U, totaling 5700U, all of which are missing. My money has been stuck in the withdrawal process, and after SKY verification, I have not conducted any activities, and my account cannot be logged in by anyone else.

In the past, my withdrawals were not processed, so my money was stuck on the withdrawal page. However, SKY verified that my money was not only cancelled but also disappeared. I hope you can help me

Do I understand correctly that you have undergone a Skype call with casino representatives regarding your account?

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

Can you please confirm if you are able to log into your account?

1. Yes, I confirm that I have made the withdrawal on September 18, 2023 at 5pm Moscow time, and my account has been verified. I was able to make the withdrawal on September 27, 2023 in the afternoon Beijing time, and the withdrawal was successful. However, the 5995 USDTs in my account have changed to 40 USDTs

2. I have not received any lottery or participated in any lottery activities

3. My account is currently able to log in norm

Could you please specify if you contacted the casino regarding the change of your balance from 5995 USDT to 40 USDT? Have you received any explanation as to why this amount has been deducted?

Since SKY verification, they haven't sent me any emails. When I asked customer service what the reason was, their response was very perfunctory and they couldn't find the correct reason. My money was still stuck in the withdrawal before the verification. After SKY verification, the withdrawal was cancelled and only 40U remained

1

Thank you very much, seam, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you seam for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why were the player's funds removed and what can we do to help resolve this issue.

Thank you!

Good afternoon

A decrease in the balance is associated with the recalculation of bets with odds of "1" and their return.

The refund was made in accordance with clause 1.14 of the rules:

1.14. In case of staff errors when accepting bets (obvious typos in the proposed list of events, discrepancy between the odds in the line and the bet, etc.), in case of deviation from these Rules when accepting bets, as well as other arguments confirming the incorrectness of bets, the bookmaker company leaves reserves the right to declare bets under such conditions void. Payment on these bets is made with odds of "1".

Best regards, 1win team.

Firstly, I did not receive any notification or email. As of September 18th, the money was still there. Now, 1win platform has informed me that the refund was made for the game 19 days ago, and without any notification, my money suddenly disappeared. According to 1win platform rules, game results that exceed 10 days cannot be cancelled or complained about. Therefore, it has been 19 days since you suddenly deducted my money, which violates your 6.3 rule.

Secondly, if it is a staff error, the refund will not be made until 19 days after the end of the game. The normal game odds and opening have already changed. If you feel that the staff error should be refunded before the game, and all refunds should be processed within 10 days. It has been almost a month since you told me that there were issues with the refund in my previous game, and there has been no notification, So you can provide evidence of errors by the relevant staff. According to clause 6.3, claims after 10 days of the game result will not be accepted. This rule cannot only be applied to players. Since the platform does not accept claims after 10 days, how can we accept refunds from our players after 10 days? We hope that the complaint commissioner can accept them fairly. They are deceiving consumers.

My money disappeared after SKY verification on September 18th, without any information or notification. I have reason to believe that it was because I passed the verification that they deliberately sought a refund from an earlier competition, so I cannot detect how my money disappeared.

The game ended on July 31st, and my deduction was made after I passed SKY verification. After September 18th, if there are any issues with the game and I need a refund, you can handle it within 10 days after the game ends. However, it has been 19 days and the time has just been stuck after my SKY verification. This is a problem. If I don't conduct SKY verification, there will be no problem with this game. They are deceiving consumers' rights

As it came to light that your complaint is sports betting related, unfortunately, we are not able to help as we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter