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Sir I deposit 15000 rupees in my account on 27th Feb 2:24 pm in game I'd 305852551 on 1win, when it become 16800 I made a withdrawal but they blocked my account and hasn't received payment yet , I haven't done anything that violated rules, I made 5 withdrawal request none of them arrived,I need urgent funds, support team also not responding of 1win.

Dear hitesh2208,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

My game I'd 305852551 is fully verified and email also verified, I am a vip member too , I made five withdrawals none of them arrived.

And They have blocked my account please help

I have received an email they saying I violated rules of 9.7.which I didn't but in this rule it's also mentioned that deposited amount will be returned so please help me in getting refund

Dear sir I have mailed [email protected] so many times they are not responding any of my mail and there chat support also close my support without helping I have screenshot of chat support, they saying lost bets never returned, but I haven't lost any of my bet I have screenshot of my withdrawal after I win my bets and withdrawals is in awaiting process, so how can they say I lost in bets this is totally unfair.

My game I'd is 305852551

Email hiteshcho******@gmail.com

I have my kyc completed by using adhar card and video call

I haven't done anything that violate there rule 9.7 which they mentioned.

I have all the evidence that proves I am not guilty.

Please help me

to get my money back.

Sir Why I didn't receive any assistance yet please help me

Dear hitesh2208,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

thanks for hearing me sir .

No I didn't receive any withdrawal yet . Sir I am also trying to contact 1win costumer service but they are not giving any response on email and chat service. Please help me it's been more than 2 weeks my account is blocked. And my funds are stucked please ask 1win casino to return my funds they said I have violated rules 9.7 but sir I didn't done anything that violated rules and it's also mentioned in rule 9.7 that deposited amount will be returned my deposit amount is 15000 and total amount in my account is 16800 . Please help sir

Thank you hitesh2208 for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay, sir.

Ok sir .

Hello hitesh2208 ,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I would appreciate more details regarding the player's actions that were considered a breach of rule 9.7, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at [email protected]

Dear sir

Please help me to get my money back I need urgent funds and I have only 20 days left to pay my college fees. Please help me out ,1win casino please check my account again I didn't done anything that violated rules of your but still I got involved please refund my money.

Good afternoon

The account has been blocked in accordance with Rules 9.7:

In accordance with paragraph 9.7. of the Rules for using the website, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against the bookmaker (multi-account, use of software for automated betting, playing on arbitrage situations if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's game account.

We will send additional information to your email address shortly.

Best regards, 1win team.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 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.

Дополнительную информацию отправим в ближайшее время на ваш электронный адрес.

С уважением, команда 1win.

We sent the information to your email. Please take a look.

Best regards, 1win team.

Отправили информацию на почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

With due respect sir

I haven't done anything that violates these rules you mentioned , I just played aviator and place a bet of 15000 and cashout on 16800 for just 1800 rupees why would I do something that violates rules , then I made withdrawal after 1 day I got message on email that account is blocked,

Please [email protected] ask them for evidence i know that they don't have one cause I didn't done anything which violets there rule .

I can provide you screenshot of my withdrawals for they blocked my account by providing false charges,

Please ask them to refund my money,1win sir I am a legit player and I didn't done anything please recheck my account but please return my deposit money of 15000.

Thanks

Thank you for the information and evidence provided, 1win Casino Team.

Dear hitesh2208,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method in related accounts, and the accounts have been registered from a strikingly similar IP address, which cannot be considered as mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru