The player from India has had a withdrawal request pending with 1WIN for approximately two weeks. Despite reaching out to customer support and following their instructions to email their concerns, there has been no resolution or response. We contacted the casino, and it informed us that the verification was required to proceed with the withdrawal. According to the casino, the player was asked to provide a photo of their identity card and a selfie with it in JPEG format, and a proof of address. However, the player only uploaded the electronic version of their Aadhar card. According to them, they studied at another city and had no access to their documents. As a solution, we suggested them to provide the casino with alternative documents, but they refused to do so. The complaint was finally rejected due to unwillingness of the player to comply with the terms of the casino.
1win Casino - Player's withdrawal request is delayed.
Amount: 1,359 INR
1win Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Dear Rahul24,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Thank you in advance for your reply.
Best regards,
Kristina
I have not made any successful withdrawal before, This is my first withdrawal in 1WIN. The withdrawal is not getting processed. For KYC they have asked the documents and I have provided the document 14 days ago through email that were in my hands but no reply back has been recieved. Its already so many days my money is stuck but 1WIN is not giving any response.
Thank you for your reply, Rahul24. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Thank you very much, Rahul24, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Hi Rahul24,
I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when it replies.
Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received the documents for KYC to proceed with the player's account verification if this is the reason for not processing the withdrawal request?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Good afternoon
Verification has been scheduled. The user provided documents in an unreadable format. Rahul24 please send documents in JPEG format.
Best regards, 1win team.
Thank you for the reply, 1win Casino.
Dear Rahul24, have you already sent your documents in JPEG format as requested by the casino so that they can continue with the verification of your account?
Have sent the documents on JPEG format now, Please check.
Kindly process my withdrawal with immediate effects. It is now more than a month but my withdrawal has not been processed, Nobody should suffer like this with their money.
Dear Rahul24, thank you for the updates.
Dear 1win Casino, please let us know about the status of the verification process since the player claimed to have sent you the documents in the right format.
Good afternoon
From the requested list, the user provided only a scan of an identification document.
You must provide:
1. Photo (not scan) of an identity document;
2. Selfie with a document;
3. Utility bill with proof of residence.
We are waiting for data.
Best regards, 1win team.
Hello, I have provided the Identity document in which format it is available. That is e-Aadhar Card is downloaded is from the website of Government of India. The hard copy of Aadhar card is not available because I am in my University not in home. Since its in PDF format in mobile so I have sent it in that format.
Also, There is no utility bill in my name at my home address because I am currently living in University for my under graduation studies.
Dear Rahul24, could you please specify, if you currently have no physical ID card/passport in your possession? So you left all your identification documents in your hometown and went to another city for studies without documents?
Could you also specify what address you used when you registered your account at the casino? Was it your permanent address from your hometown or a temporary address from where you've been studying?
The casino has not asked me to enter any address while registering, It has just asked for email and mobile number to register. It has not asked me to enter address details yet.
And You got it right, I don't have physical ID card because I am not in my home, I am at my University in New Delhi right now.
But I have provided the e-Aadhar card to 1WIN which is equally valid for identity verification. I am attaching the official circular of Government of India regarding the validity of e-Aadhar card.
https://uidai.gov.in/images/uidai_om_on_e_aadhaar_validity.pdf
I am once again with folded hands requesting to process my withdrawal, There has been delay over a month. I didn't knew that 1WIN will stuck my money like this. This is really unfair
Thank you for the specification, Rahul24. I'd like to point out that the verification procedure is common at the majority of online casinos, and players are obliged to verify their accounts in accordance with the terms and conditions of casinos. So this is not unfair when the casino requested you to provide basic data to verify your account.
Would you please share the document (e-Aadhar card) you sent to the casino with me, too? Please, feel free to send it to my email address at natalia.b@casino.guru.
Proof of residence is also very important, do I understand correctly that you have an official temporary residence at the dormitory of the university where you study? I believe, in this case, you could request an official letter from your dormitory management, that can confirm that you have been given permission to reside there (with the dates, signatures, and stamps from an authorized person).
Considering your situation, if you'd be able to obtain such a document, we'd ask the casino to accept it as a valid one to prove your address.
Regards,
Natalia
Sent e-aadhar to the email ID.
I can only send the documents that I have, If in any case I am not fulfilling the criteria of the casino then simply block my account but atleast return my money. Its so arbitrary that casino is acting as owner of my money.
It is my personal money, I have deposited the money with a certain agreement that it can withdrawn in a reasonable period of time. Its so disheartening the way my money has been kept with them and the casino seems to be in no hurry to return my money. Please process my withdrawal thats it !!
Dear Rahul24, I understand that you don't have some documents right now, however, you should realize the importance of the verification of your account, so the casino has a right to request certain documents to proceed with the verification. I'd recommend you try to cooperate with the casino and try some alternatives.
My suggestion is that you can ask your parents/relatives back home to take a photo of your ID card in good quality and send it to you. I also believe that you should have some student ID, which can also be used for verifying your identity, so you can also provide the casino with a selfie with your student ID.
As for the proof of address, you didn't respond about the possibility of requesting an official paper from your dormitory management.
If you'd be able to provide the above-mentioned documents, we'd ask the casino to consider them, taking into account your situation. But since you haven't provided anything yet, we cannot move on with your complaint so far.
Regards,
Natalia
Dear Rahul24,
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.
I can only provide the documents that I have in my hand, I cannot exercise any extraordinary jurisdiction to provide the needful. Also, My parents use Keypad phone, they don’t use these touch screen new generation phone, They can’t send photo. All I can do is just request to return my own personal money. If I am somehow not fulfilling the conditions of the casino then they can ban me but atleast return my personal money. Prima facie a more reasonable approach would be to ask for verification before deposit but after snatching the money then stucking the money with them is just so bizarre. It would be a gross injustice to claiming right on my personal hard earned money.
Thank
Dear Rahul24, thank you for the reply. Unfortunately, we cannot proceed with your complaint since you are not willing to provide the casino with the requested documents for the verification of your account.
The KYC process is common for the majority of online casinos. This is stated in the Terms and Conditions of the casino (https://1wpsmo.top/rules), which you agreed with before registering your account, that the casino may require certain documents for verifying your identity:
10.3. To confirm the authenticity of information we shall be entitled to request the documents confirming the identity of the Clients. If due to any reason the Client may not provide the requested documents then for their identification, we shall be entitled to suspend or to block the account of the Client until they provide the necessary information.
10.4. The Client confirms that during registration on the Internet-site they have indicated the complete and trustworthy information about themselves and in case if any amendments shall be performed concerning it, the Client shall be obliged to immediately enter them into their profile. Non- fulfillment or disregard of that rule may cause the application of limitations, suspension or blocking of the account as well as annulment of payments.
11.4 If you do not supply such documentation to us and/or if we are unable to satisfactorily verify Your identity within a reasonable period, determined by us, we reserve the discretionary right to:
11.4.1 withhold the balance in your Account until our verification process is completed satisfactorily,
11.4.2 void any or some of the transactions you have made and freeze your Account, and/or
11.4.1 suspend or close your Account and terminate these Agreements.
I understand, that some of the requested documents are not currently in your possession, however, we cannot close the complaint in your favor due to the lack of attempts to provide any alternative documents and cooperate with the casino. The casino has acted in accordance with its T&C, and we see no breach of the rules from its side.
Due to the aforementioned reasons, 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.
Regards,
Natalia
