1win Casino - general discussion (page 55)

Oh, that's certainly a negative experience. I understand the casino believes the rules about multiple accounts or software usage were broken, while you see it differently. Well, the mediators aim to see the proofs in those scenarios, since good proofs are certainly needed to void the balance like that.

Don't worry; the mediators will do their best to find out.

Yes, I have a VIP manager, but all he ever tells me is to wait more and more and more.

have a complaint open here that’s been awaiting review for a few days. Would it be possible to open the complaint so I can try to get some help?

My account is verified. I already opened a ticket here on the website; you only responded today, two days after I posted it, and I’ve already replied again. I’m waiting for your response once more. This website shouldn’t have such a high rating, given the number of complaints and unresolved issues on their part.

Hello, I'm sorry to see the VIP manager seems unhelpful. When it comes to complaints, it needs its time to be reviewed, accepted, and then carried out. Once it's accepted, the casino contact will be notified, but the whole complaint is divided into separate time frames since it involves gathering information and, very likely, cooperation with the casino.

Now it's in progress and the mediator will be back in approximately 6 days. Please be patient. 🙏

I understand your complaint was accepted and you exchanged posts with the mediators since each turn provides a 7-day period. I'd say it works as intended. It's frankly not daily chat; it's maybe confusing in this part. When it comes to casinos, I understand that a player with an open request may be uninterested in technical details about the safety index or score, but I am sure it is mainly based on the complaints outcome. That means the mediators and data team monitor the amount of complaints, their nature, and most importantly, the way those cases are resolved or unresolved. As may now be more obvious, casinos are penalized for unresolved cases, which means we are waiting for the outcome for each open case. However all details and all open cases are visible for anyone interested in them. However, just as I said, I understand that you are going through negative experience and thats now the most pressing matter.

1win: I am writing to dispute the way my bet was settled, as I believe there was a serious translation error and, subsequently, an inconsistent application of the settlement criteria.

The market asked whether there would be a penalty shootout in the match, but it was a round-robin tournament in which there was no possibility of a penalty shootout to decide the outcome of the game. Given this inconsistency, the platform itself acknowledged the problem and previously reversed the bet.

However, in the last game—which was necessary for the final settlement of the bet—a different criterion was applied, resulting in the bet being marked as a loss.

I do not consider it fair for the platform to acknowledge a translation error at one stage and then subsequently apply a different criterion to disadvantage the bettor in the final settlement. If the market contained an error that compromised its interpretation, the same rule and the same correction criteria should be applied consistently to the entire bet.

In light of this, I request a full review of the settlement, with the appropriate correction of the result and the amount to be paid, should it be confirmed that the platform’s error compromised the bet.

If the request is denied, I request a formal justification, specifying the specific rules used to apply different criteria in situations involving the same error.

I expect a fair and consistent resolution, without the consumer being penalized for a translation or market configuration error that was not caused by them.

I look forward to your response and the resolution of this matter.

Hello and welcome to the forum.

First, I should clarify that you have posted this on the Casino Guru forum, so your message has not been sent directly to 1win.

Based on your description, this dispute concerns the settlement of a sports bet. Unfortunately, our complaint team does not investigate sports betting cases, so we would not be able to review or change the result ourselves.

I recommend asking 1win to provide the original wording of the market, the exact rule used to settle the bet, and an explanation of why the earlier part was reversed while the final one was treated as a loss. Keep screenshots of the market, the bet slip, the previous reversal, and all communication with the operator.

If you receive a final response that you still consider unfair, you could escalate the matter to the relevant sports-betting regulator or ADR listed in the operator’s terms. You are also welcome to share 1win’s response here so that other players can comment on it.

Im sure about I dont do nothing about multiaccounts, software or similar, Im legit.

I see and I have no means to not believe you, of course.

Generally speaking, the multiple accounts may also mean that some other accounts share more similarities with yours, even if you are not aware of it. The software usage situation is, however, quite specific. As far as I can conclude, there are no specifics mentioned. Therefore, I would try not to think about that unless the complaint progresses further. If you are not aware of any issues on your side, I would relax for now. In any case, the complaint is that the casino will be asked to show the mediators how it reached this conclusion and what facts it based it on.

Hang in there, please.

Ok, i wait you, thanks for support.

You are welcome. I would love to stay in touch to see what's new in the situation. Please let me know when it moves in any direction.

Thank you too.

Why does it take so long to respond to cases? I already provided all the necessary information regarding my case two days ago, and I haven’t received a response or a resolution from either you or 1win. Why is it taking so long to follow up on this case?

Hello, I assume you're asking like this because you have not read the complaint instructions earlier. No problem. It's not like it takes long; it's rather that each party has 7 days to respond and you can follow the timer anytime in your complaint. Imagine while you have your own case, the specific mediator has hundreds of others to help with. That's why it's settled this way.

No worries, you just need to be patient. The mediator will get back to you.

my complaint has been ongoing for 1 month... i have been trying to contact their live support daily but their live support does not provide and type of answer all it is just delaying week after week.

i have not been able to submit a withdrawl in one month waiting.

my case is now ongoing for one month.1win is taking one month and counting to resolve my issue.

i have not been able to submit a withdrawal in 4 weeks despite contacting their live support daily.

Hello, I understand your frustration, especially after such a long wait. I have to say I found the casino’s latest reply in your complaint rather puzzling. They pointed out that you haven’t submitted a withdrawal request since a certain date, yet you’ve already explained that support told you not to submit any further requests until you received an update from the relevant team.

I can see why that leaves you confused.

Hopefully, the casino will now clarify what you’re actually expected to do and help move things forward.

My case has been pending for over a month and they still haven't resolved it. This company is a scam, and your website should change its rating of them, considering that there are over 1,000 complaints that have been denied because you accept their excuses.

Hello, I can understand why it feels that way to you. After more than a month, it’s hard to see it any differently.

What caught my attention, though, was that the casino replied almost at the end of its response window, yet asked the mediator, "We would appreciate if you could review it at your earliest convenience."

I don’t know, but given how long this whole situation has been going on, that feels rather unfortunate to me. I really feel for you. They now have only a few days left to respond again, so I hope we’re finally getting close to a positive outcome.

However, I’m not entirely sure what you mean by complaints being "denied." There’s a difference between making excuses and being unable to handle a complaint because it falls outside the scope of our Fair Gambling Codex, for example.

I understand how you feel, but I think it’s important to keep those situations separate, as mixing them together can be misleading.