1win Casino - Player's withdrawal of winnings is delayed.

I made a deposit to 1win using Mybux sometime in January 2023. I won 3.5million. Since i won 3.5million naira I have not been able to make any withdrawal.

I will be grateful if this is resolved promptly.

Thanks

Hello 2348109267235,

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? 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

Hello,

Thank you for offering to look into my complaint.

My account has not been verified. The reason is my friend who attempted to verify her account by submiting her documents was never verified.

The winning was no accumulated, neither was it a bonus. I was just lucky when I placed my bet on zero.

I tried contacting them shortly after I won my bet and spoke to them about my inability to withdraw my winnings, they weren't forthright.

Hello 2348109267235,

I'm sorry but I do not exactly get it - why do you mention your friend here? What is her/his connection to this case?

Hi,

I mean they usually don't verify your even after sending requested documents.

Thank you

Hello 2348109267235,

Did you play casino games or sports betting? Did you begin the verification process at the casino - forwarding your documents or uploading them within your casino account?

Hello,

I played casino. I have not submitted my documents for verification because I know they will not verify my account since I won big.

My friend had a similar issue, he won over a million naira and they refused him withdrawals. When he submitted his document they refused to verify his account, even after several mails to them.

If you can help reach out to them so they can verify my documents, I will go ahead and upload.

Looking forward to your response.

Many thanks

Hello 2348109267235,

We can't contact the casino if you did not make all the necessary steps in order to resolve the issue without any problems. If the verification would stuck or they would refuse it, we can intervene but if you did not even begin the process there is nothing we can do.

Please begin with it as soon as possible and let us know after 14 days it's status (recommended time frame).

This is noted, I will be back with my feedback.

Many thanks.

Hello 2348109267235,

As week has passed, can you please advise if there's been any update in your case? Please note that it may still take up to a week to finish the process.

Dear 2348109267235,

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.

Hi Nick,

I have forwarded my documents to 1win for verification, but they are yet to verify my account. See below the response I got from 1win :

("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.)

Please don't close my query. I will be pleased if my quary is kept open, pending when I receive proper response from 1win.

Thanks.

Hello 2348109267235,

When exactly did you receive this message from the casino?

Hi Nick,

I got the message August 26, 2023 about 10 days ago.

Hello 2348109267235,

As the date given by the casino has now passed, can you please advise if there's been any update with your case,

Hello Nick,

The date has elapsed and no response from 1win

Hello 2348109267235 and thank you for all the information provided so far. As we will need more details and a proof of the casino's claim your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick for everything you've done thus far. I look forward to having Peter onbaord to assist me further.

Thanks

Hello there,

Thank you 2348109267235 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 was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Добрый день!

Аккаунт игрока заблокирован по 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.

Dear 1win Casino Team, could you please provide evidence of these fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance!

Добрый день!

Отправили доказательства на электронный адрес peter.c@casino.gurux

С уважением, команда 1win.

Thank you 1win Casino Team.

Dear 2348109267235, the casino has provided us with evidence of multiple accounts. Unfortunately, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.