1win Casino - Player's withdrawal is delayed and unaddressed.

dear sir,

I have made a withdrawal request on 1win website,it has been delayed for 3 days.when i contacted custmoer service regarding about the delay ,they have asked me to send a mail regarding withdrawal issue to the security team(security@1win.social).

When i mailed to the security team they have asked to verify and sent the documents.....I have verified and sent the required documents...after that i have received mail from security team like my issue will be resolved within 14 days or it can go upto max 30 days.

its been 45 days completed ...till now i didnt received any response from the security even after multiple remainders from my side...when i contacting customer service ,they are not responding properly to my withdrwal issue.

plz solve my issue sir

Hello Dhanukota,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is this your first ever withdrawal request from the casino? Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account is verified after when i have provided my aadhar details, am also attaching a screenshot of the successfull identity verification. It was verified in the last week itself.

This is not my first withdrawal request from the 1win casino....Am making withdrawals from the past one year itself..and they went successfull....this is the first time am facing this issue in between the gaming period.

I accumulate my winnings with real money itself.....I wont use any bonuses.

I spoke to the casino customer yesterday itself....and they are still saying that my issue will be resolved soon,but am listening these type of same things from the customer service from the past 15 days.

I got reply from the security team on jul 20....and they said that my issue will be resolved within 14 days or it go upto max 30 days....but its been 45 days ...i didnt got any reply from their side even after multiple remainders from my side.

plz solve my issue sir.

Hloo sir it's been 3 days I didn't received any update

Dear Dhanukota,

Thank you for providing all the necessary details. I will now forward your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be assisting you from this point onward.

I wish you the best of luck in resolving the matter.

Best regards,

Nick

Ohk nick...

Hello, Dhanukota,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino team,

Could you please explain the player's situation in more detail? What is happening there? What is the estimated time frame for processing the player's withdrawal? Or, what needs to be done on his side to expedite the process?

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.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Branislav... could you please ask the casino to send me the proofs to my email id where I have violated the game rules.

I am sure, Dhanukota, that the casino will not provide you with the evidence since it could serve as a manual for possible future abuse at this or other online casinos.

Thank you for your patience and understanding.

Dear 1win Casino team,

Please forward the relevant details/evidence to my email (branislav.b@casino.guru).

Thank you.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear Dhanukota,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and failed KYC/verification after further inspection of the linked accounts. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions. The data is clear.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, 1win Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru