1win Casino - general discussion (page 54)

To be honest, the casino isn't investigating anything—they've already closed the case. They're just trying to come up with excuses, but I gathered all the evidence I had—from the moment I received the bonus all the way through my interactions with customer service—and the team here is looking into it. I received a bonus, and after just two spins to meet the rollover requirement, the money appeared in my gaming account right then and there—but disappeared immediately. I’m editing this because today, when I checked the tournament standings, my ID was in a prize-winning position—the same one the casino claimed had been manually removed after I didn’t meet the requirements. So the problem lies with the platform itself, and the bonus wasn’t canceled or withdrawn; it was paid out. I was treated very poorly by customer service, and they gave me a bunch of excuses, and the bonus was rejected even though my account is active. 232 is my ranking on the leaderboard; I have the entire conversation with them—they’re not acting in good faith—and they even wished me good luck, as if I were going to appeal this.

I understand. So the casino hasn’t given you any relevant explanation about this, right?

If not, then it’s good that our team is looking into the situation. Hopefully, we’ll be able to find out more and understand why this happened.

I’d also like to know—every hour they come up with a new excuse. Yesterday I talked to support, and they started saying that I tried to make a withdrawal but didn’t complete the bonus requirements, and so on. I’ve already written it off as a loss because if they were going to pay out the bonus, it would have been credited automatically—just like when I met the bonus requirements, the game stopped. Now, how am I supposed to withdraw something that didn’t even go into my gaming account?

I can see that you’re still dealing with one issue after another. At this point, I think it’s definitely best for our complaint team to investigate the situation, because I can’t really tell why the casino keeps giving you these different reasons.

So for now, you’ll probably need to wait for your resolver and see how the case develops. If the casino keeps coming up with something new each time, our team will need to understand what exactly they’re basing these decisions on.

I don't understand

Who is my legal representative?

And regarding not understanding why they keep changing things all the time. I’ve had some withdrawals canceled before, and it’s always been the same—what prevails is the support team’s word, and that’s it. I’ve always received payments there, but I know how support works when they won’t pay: when they don’t process the request, they hang up on you and make up excuses. I sent a bunch of screenshots from the day it happened; if you want, I can send you the link to the transaction. Anyway, if you have any questions, just let me know—I have all the screenshots, and my account is active.

I wouldn’t say that anyone from our team is your legal representative, because we don’t deal with legal matters. We act as a mediator and try to help with disputes between players and casinos.

At the moment, Karla is assigned to your complaint, so she is the person handling your case, but she is not your legal representative.

I understand what you’re describing about your situation. Definitely keep all the relevant information and evidence you have, and if Karla needs anything else, provide it directly in the complaint. She’ll ask you the questions that are necessary for the case.

The forum itself won’t resolve your individual complaint. You can share your opinion and describe your experience here, which may also help other players, but anything directly related to resolving your case should be kept in the complaint thread with Karla.

Recommended - Scam Warning)

​Bad Experience & Urgent Warning:

This application and platform are untrustworthy, and I strongly advise everyone against using them. I was scammed out of 2,000 Egyptian Pounds (EGP) by one of their official agents. Despite repeatedly contacting customer support and providing all necessary transaction details and proof, no action was taken, my problem was not resolved, and my money was not returned.

​Conclusion:

A honest warning to everyone: completely avoid using this application or dealing with them to prevent losing your money.

My 1Win account was blocked because of a $1–$2 crypto deposit that I did not make myself. I accidentally shared my crypto deposit QR code, and someone else apparently used it to make the deposit.

The issue is that my account also contains a legitimate INR balance of ₹17,955,273, which was earned through my INR wallet activity and is completely separate from this crypto deposit.

Is it reasonable for 1Win to block my entire account and hold the full INR balance because of such a small disputed crypto deposit? I am willing to cooperate with any investigation regarding the crypto transaction, but I believe my legitimate INR funds should be treated separately.

Hello, I suggest keeping an eye on your complaint to find out whether it actually can be resolved.

The case is right here 👈

The case contains further description but if you want, you are welcome to share all the events here on the forum.

Hello, the way I see it, you have been cooperating with Martin, so I also assume that the ongoing complaint will provide at least a final statement when the time comes.

I understand the situation is not easy; one mistake happened, and then the casino made such a call. Well, I cannot add much because the whole complaint is private, but if you want to share more details about progress made, please feel free to do so.

I agree