1win Casino - Player's withdrawal is pending.

I started using 1win because in Brazil there are many people promoting it and it is being talked about a lot, I did the same, I created my account and made sports bets and also played in the casino but as I got lucky I won a lot of money, my account is being prevented from withdrawing. I've already sent emails for a month, I've already talked to the chat, I've done everything that was asked but even so I always get the same answers and it's never resolved.

Account #27037442

Dear ros12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player in the casino?
• Which of the transactions you referenced on the screenshots weren't paid out?
• Did you receive any explanation from the casino whatsoever?
• Did you complete account verification?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I used the account for more or less three weeks, the transactions in yellow are pending and the ones in red were cancelled, the website doesn't explain anything to me, they just say to wait and send the email but I've done everything and I didn't get a response . The verification I already sent all the documents and they do not answer me. It's been like this for a month, I just want my money it's very important to me.

Could you please explain what was the source of most of your winnings? Was it slots, live games, or sports betting? Could you please send any communication from the casino regarding your withdrawals and your account? My email is tomas@casino.guru

Dear ros12,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've received the following message from the player and decided to reopen the complaint.

"Hello sorry not to answer the complaint, what happened was that I deposited 300 reais in the house 1win and won 1,500 reais with sports betting, when I tried to withdraw the money they began to reject and give many excuses and as I was not able to withdraw I went to play in the casino and won 15,800 now that really they do not let me withdraw, I've tried by all methods, I've sent several emails that were never answered and they just ignore me. I've even tried to contact the influencers who advertise the house, but they say they can't do anything. I sent a print with my attempts to loot, everything that is in red was refused."

Do I understand correctly that while playing on the website you didn't take advantage of any bonuses or promotions? Please let me know.

no, i have never used any bonuses on this site

Thank you very much, ros12, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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. 

Hello ros12,

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 explain why the player is getting their withdrawals rejected?

Thank you.

Kind regards,

Tomas

Good afternoon

The player needs to go through the KYC procedure.

Unfortunately, there are a number of mail domains to which messages from our e-mail do not reach - hotmail.com is one of them. We are trying to resolve this issue, but at the current stage the problem persists.

Dear ros12, please provide other contact email such as Gmail.com.

Sincerely, 1win team.

Dear 1win Casino,

Can you please confirm if you received the documents from the above-mentioned email address?

Thank you.

Kind regards,

Tomas

I tried logging into my account on the site now and it says it's blocked.

Good afternoon

The game 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.

Dear 1win Casino,

If that is the case, can you please substantiate your decision with relevant evidence? You can send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Funny, first they ask for KYC confirmation and right after I send it they come up with another excuse not to pay me and I never mentioned that I violated the site's rules, only after confirmation.

Good afternoon

We sent evidence to the mail: tomas.k@casino.guru.

Sincerely, 1win team.

Dear ros12,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and using the same payment method in related accounts.

The casino acted correctly and within its terms and conditions.

Sorry that we couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

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

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas