The player from India has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The casino responded to the complaint and stated that the player's account had been blocked due to fraudulent activity and then asked the player to provide details to enable them to refund the player's balance. The player confirmed that they had received the refund and the complaint was resolved.
1win Casino - Player’s withdrawal has been delayed.
Amount: 121,415 INR
1win Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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10 months ago
Hello ,
My name is Patel H*** A*** from india.i am playing 1win casino, I don't use any type of bonus ,i have been playing live casino games in 1win casino since few days. Everything was going fine but suddenly my withdrawal didn't happen and I asked the support and asked them to contact security, I contacted them and they asked me for documents, I sent them my documents like my adharcard and bank passbook and selfie with adharcard, after sending all this he got the following reply,
"Hello!
Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)
Sincerely, 1win team. "
14 to 30 days is very long time,so I request casinoguru to please solve my problem as soon as possible
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10 months ago
Dear hardik1310,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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9 months ago
Thank you for your reply, hardik1310. Have you made any successful withdrawals before? Do I understand correctly that you have not received any confirmation regarding successful verification?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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9 months ago
Hello Kristina,
Yes I have made many successful withdrawals before, and I have not received a reply yet for verification, and there has been no communication between me and the casino other than the one I sent you via email now.
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9 months ago
Hello Casinoguru,
They Send me following email today and block my account with my money.
"Hello!
Our security service has carried out a comprehensive and objective check regarding your game account hardikkumarpatel131098@gmail.com and, based on its results, we report the following.
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 hardikkumarpatel131098@gmail.com has been blocked and cannot be restored.
Please note that upon re-registration, your game account will be blocked without prior notice.
Best regards."
I have not used any of their bonuses and have not done anything wrong but my account has been blocked along with my balance so I request casinoguru to refund my money from 1win and verify and unblock my account please from 1win.
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9 months ago
Thank you very much, hardik1310, for your cooperation. 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.
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9 months ago
Hello hardik1310,
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 regarding the player's breach of the aforementioned terms? What is the specific reason for blocking the account and confiscating the balance?
Kind regards,
Adam
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9 months ago
Translation
Good afternoon
The account was blocked in accordance with paragraph 9.7 of the rules:
In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.
Sincerely, 1win team.
Automatic translation:
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9 months ago
Hello 1Win Casino,
Please send supporting evidence to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
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9 months ago
Translation
Good afternoon
Dear hardik1310, please specify the details for a refund. Refund in the amount of funds remaining on the balance sheet - 121,415 INR.
Sincerely, 1win team.
Automatic translation:
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9 months ago
Hello all, thank you for your responses.
Dear hardik1310,
Please let us know if the refund has been received and the matter is resolved.
Kind regards,
Adam
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9 months ago
Dear 1Win Casino,
Please do let us know when the refund has been processed.
Kind regards,
Adam
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8 months ago
Hello Casinoguru and 1win
I have recieved my refund, thank you so much casinoguru
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8 months ago
Hello hardik1310,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Adam
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