Hello

My game account ID: ********

I was a regular customer in 1win from past 1month was a vip Customer recently they stopped giving me withdrawal and ask for a id verification I submitted my details now without any notice they blocked my account I still haven't got my withdrawal

Dear mrhkhari,

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 to make sure I understand your situation properly. Was your account blocked during KYC verification? Did you accumulate your winnings with or without an active bonus? When was the last time you spoke with the casino and what was it about?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have not used any bonus, 1,00,000 was my deposit 20,000 was my winnings from roulette casino after winning I placed many withdrawal all was rejected so I mailed them then they asked for verification I sent all documents required after that I couldn't login my account it was blocked latest update: I got a mail saying my account blocked due to using software or multiple accounts

I don't know if they blocked because my sister also have a account we use the same wifi but 1win has told no issues for using multiple accounts in same IP address her account also has Same issue got blocked she also has filed a complaint

This was the mail I received after submitting all documents

Was your sister's account blocked during the verification procedure as well?

Whose account was opened first? Yours or your sister's?

Do you and your sister use different devices when playing in the casino?

Do you and your sister use separate payment methods to deposit in the casino?

Hai yes got blocked at the Time of verification

My account was opened first

Yes she use different device

We use to use same payment system

Who is the owner of the payment system? Is it a shared/joint account or only one of you is the owner?

It was one owner

If they had issue with payment system at least they should refund my money

I have checked the Terms and conditions, and this is what I found:

When using Betting Services, you also acknowledge and confirm that:

you have reached a minimum legal age allowing you to use our Betting Services in your state, province or country of residence; 

you are not located at Restricted Territories;

you are 18 years or older;

you are playing for yourself and with your own money

Furthermore, please check our Fair Gambling Codex for Players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding.

I didn't know about this we used same payment system but it's my own money just used my blood relation account not a third party it's my hard earned money how can I return my money back kindly tell them to do a refund of my deposit to same payment details which deposited

I can prove that it was my blood relation I can provide a letter from my sibling (account owner and proof of funds)

Who exactly is the owner of the payment method? If it's your sister, she can request a refund from the casino because the money from her account was used by you (a third party). However, since you both used the same payment method in both of your accounts willingly and freely, there's a high chance that the casino will not refund anything.

There is more about the third-party payments in the casino's Terms:

13.3. We do not accept any money funds from any third parties: friends, relatives or partners. The 

Client shall be obliged to pay the money funds only from their account, bank card or system registered in the name of the Client. In case of detection of facts of breach of that condition, all winnings may be confiscated.

In the future, I recommend you use payment methods that belong solely to you. Online casinos always perform identity checks and if they find out that some of the documents do not officially belong to you, they will block your account and not pay you out.

It is mentioned only winnings may be confiscated I need my deposit if you can't help me I have one option left I have the bank details like account number IFSC and name which was provided for deposit by one win I will file a cyber fraud crime so all chained Banks of 1win will get freezed until they return my money

Please let me ask you once again: Who is the owner of the payment method?

It's my hard earned money not a small amount it's 1,00,000INR I CAN'T let it go easily they don't have any rights to keep my money if that was the issue why did they accepted the deposit from third party if they have accepted it they should refund it and block they can't keep my money inside and block me

See in the start I use to use my own account due to transaction limit I couldn't use it so recently we use our brothers account where he had high limit so we brother recently started using our own brothers account because our account had limitations

So my brother is the owner of bank account

Do I understand correctly that both you and your sister used the same payment method, but the legitimate owner of that method is your brother? Does he play in this casino as well?

No he doesn't play

Tell 1win to keep the winnings and return my deposit

Total 1,20,000INR Is there in my account 20,000INR is winning let them keep it return my deposit

Let me know asap whether you can solve this taking to 1win

I'm sorry but as I mentioned before, since both of you used a payment method that did not belong to you, we can do nothing to help. If you want to play in any other casino ever again, I strongly recommend you use a payment method that belongs solely to you. It is one of the basic rules of online gambling.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.