1win Casino - The player's withdrawal is delayed.

Since June 22, I have been trying to withdraw funds from this site, the site does not want to quickly solve my problem, they answer in the last days of waiting, now they are also delaying verification, they do not want to respond quickly. Help withdraw funds from this bookmaker please.

Hello Yravnenie,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Can you also please clarify if you have played casino or sports betting and if you have used any bonus to accumulate your winnings?

Looking forward to your answer.

Regards,

Nick

I sent them the documents on July 13, on June 22 I wrote to them for the first time, until July 13 they did not answer me, the last time I communicated on July 13 they did not write anything else, I just sent the documents. I sent them a passport photo and a bank card screenshot. I bet on sports, I didn't take bonuses, I don't need them.

Hello Yravnenie,

As the verification may take up to 14 days, which now have passed, could you please advise if there has been any update regarding the case? If not, we will be trying to get in touch with the casino.

My account was blocked on 26.07. The notification came to the mail about the blocking.

Good afternoon!

Our security service has checked your relative game account z****@****u and according to its results we report the following.

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.

Thus, in accordance with the violation of clause 9.7, the game account z*****@*****u has been blocked without the possibility of its recovery.

Sincerely, 1Win team.

Thank you Yravnenie for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Yravnenie,

I will assist you with the complaint from now on. I went over the details of the case and I have to inform you that if it turns out the issue you encountered is sports-betting related we will not be able to help you.

Nevertheless, I will contact the casino in order to find out what the issue is and how best to help you.

1win Casino,

Could you explain why you concluded Yravnenie breached the 9.7 rule of your terms and conditions?

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’.

Hello Yravnenie!

As it was informed earlier in the letter, your account has been blocked for violation of p.9.7 of the Terms of use of the site, section "General Terms and Conditions (hereinafter - Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Best regards, 1win team.

Dear 1win Casino,

thanks for the reply. Unfortunately, this explanation doesn't help us understand the situation, as rule 9.7 is very non-specific. We will not consider such an explanation without proof as a satisfactory reason to confiscate the player's balance and block his account.

If you don't wish to inform the player about any details, please send an explanation and corresponding proof of the breach of this term to my email address at tomas@casino.guru Much appreciated!

Hello Yravnenie,

the casino informed us the rule you allegedly breached involves sports betting. Could you please confirm if you accumulated your winnings by betting on sports?

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’.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.