Dear Casino Guru,

I am writing to you today with an urgent matter of complaint, and I sincerely hope that you can assist me or provide me with some advice. I have been using the 1win platform for both slot machine games and sports betting. In July, I placed a bet on a football match and was fortunate enough to win. The winnings from the match were credited to my account, and I have attached a screenshot of my win for your reference.

Subsequently, when I attempted to make a withdrawal, I was asked by 1win Casino to complete a KYC (Know Your Customer) verification process, including providing a video verification. I complied with all their requests, understanding the importance of such procedures in the online gambling industry. A few days ago, I received an email from the casino stating that my KYC verification had been successfully completed, and I could proceed with my withdrawal.

However, upon logging into my account, I was shocked to discover that the money I had won in the previous match had been refunded. The casino only returned my initial stake, and I found that all my winnings had mysteriously disappeared. Perplexed and frustrated, I contacted the online customer support of the casino, seeking an explanation.

To my dismay, the customer support representative informed me that there had been an error in their odds calculation, and as a result, they had settled my bet at 1:1 odds instead of the correct odds. I find this behavior highly unacceptable and consider it a clear case of deception. I have had experience with various online casinos in the past, but I have never been treated in such an absurd and unbelievable manner. This situation lacks credibility, and I am determined to find a resolution.

I am seeking your guidance on how to hold 1win Casino accountable for their actions and reclaim the money that is rightfully mine. Your expertise in this matter would be greatly appreciated, as I am at a loss for how to proceed .

My account ID is 37546990.

Thank you for your attention, Casino Guru.

Sincerely,

jinyang

Dear jjgobro,

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

Dear Veronika,

It seems that you may not have thoroughly read my issue. My KYC verification has indeed been approved, and the casino has confirmed that my withdrawal is in order. The real problem lies in the fact that they have retracted all my funds, including my winnings, many days after the conclusion of the match. This action appears to be fraudulent, and I kindly request that you contact 1win Casino on my behalf to seek a reasonable explanation. If not, I will be compelled to escalate my complaints against them on multiple platforms.

Thank you, Veronika.

Sincerely,

Jinyang

Dear jjgobro,

I am sorry for the confusion. My first response was posted automatically by the system according to the data you submitted with your complaint.

Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue. Please understand, that we wouldn't be able to advise you correctly as we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons. Therefore, your complaint will be rejected.

I’m truly sorry we couldn’t be of more help.

Thank you for your understanding.

Best regards,

Veronika