1win Casino - Player's withdrawal has been blocked.

Hello,

I am filing this complaint against 1win due to an abusive practice and a refusal to process a withdrawal after I fully complied with the platform’s rules.

The 1win system mistakenly credited a bonus to my account in Indonesian Rupiah (IDR). To release the funds, an absurd rollover requirement of 11 million IDR was imposed. I gambled fairly and met all the requirements for the bonus. Currently, I have a legitimate and available balance of 3,000,000 IDR (approximately R$ 1,000.00).

However, the platform has locked my withdrawal screen. They refuse to convert the balance to my local currency (Real) and do not accept withdrawals via cryptocurrencies. The only option they give me is to withdraw to a local bank in Indonesia.

Since I am a Brazilian citizen and do not reside in Indonesia, it is legally impossible for me to open a bank account in that country. Platforms like Wise do not provide local bank details for IDR. Requiring an Indonesian bank account is an artificial barrier created by 1win to withhold my money, given that the error in crediting the wrong currency was caused by their own system.

I request that 1win’s management convert my balance of 3,000,000 IDR to Brazilian reais or authorize the withdrawal of the equivalent amount via Pix or USDT (cryptocurrency). I have all the screenshots proving that the rollover requirement has been met, as well as the rejection messages from customer support in the chat. I look forward to a fair resolution.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify why the bonus was issued in IDR currency?
• Have you attempted to reach out to the casino's customer support prior to using the bonus?
• Have you successfully made any withdrawals at this casino before?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I don't know why the bonus was credited in Indonesian rupiah, but I tried to send a message via chat before using the free spins, and they told me it had already been resolved—but it hadn't. I had to meet an absurd rollover requirement of 11 million to qualify for the rupiah. I’ve been a customer of theirs for many years. I’ve even withdrawn 10,000 reais at once; I’m what they call a VIP Gold 3 customer.

Email sent with no reply either

Athila, thank you for your time. I was told again in the chat that I wouldn't receive the funds, so I closed my account. I won't be using 1win again.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I am sorry to hear that, but I understand your decision.

Since you have decided to close your account and no longer wish to access the casino, unfortunately, there is not much else we can do for you at this point.

Please let me know if there is anything else we can assist you with regarding this matter. Otherwise, with your confirmation, whether we can proceed with closing the complaint.

Thank you in advance for your reply.

Best regards,

Attila

Dear Aniely.caetano1705,

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.