Hello Casino Guru,

I wish to express my concerns regarding 1win Casino.

Recently, I opened an account with 1win after being persuaded by one of their agents. I have been depositing and exclusively playing live casino games on their platform, experiencing both wins and losses.

However, I encountered an issue when one of my withdrawals remained pending for an extended period. Upon contacting their live support, I was instructed to email their security service, which I promptly did. After providing the requested documents, my verification took longer than expected, but eventually, my withdrawal was processed.

Then I started playing again, after like few weeks.

Subsequently, after winning NGN 190,000, I attempted to withdraw NGN 90,000 initially, which was successful. However, when I tried to withdraw the remaining NGN 100,000, the withdrawal remained pending for an unusually long time. After reaching out to live support again, I was advised to contact the security service once more.

To my dismay, the security service accused me of fraudulent activity and subsequently blocked my account. This is deeply unjust as I have abided by all of their terms, maintaining only one account and solely participating in live casino games.

I urge for your assistance in rectifying this situation and recovering my funds.

Dear Goodness,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly specify what types of live casino games you played?

Have you accumulated your winnings with or without an active bonus?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

When was the last time you communicated with customer support? Have they explained in more detail which of the rules mentioned in clause 9.7 of their Terms you allegedly broke?

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

Best regards

Veronika

Thank you, Veronika, for your response.

At the live casino 1win, I primarily play Live Roulette and Sic Bo. I've accumulated all my winnings without utilizing any bonuses.

Whenever I send an email to the 1win security service, it appears that a robot responds to me, simply quoting their previous email. Additionally, 1win has only stated that I violated clause 9.7 without specifying which term I violated specifically.

No one else in my household plays casino games except for me.

Thank you very much, Goodness, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Goodness,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1win Casino to join the conversation and participate in the resolution of this complaint.

Dear 1win Casino,

Can you please provide further explanation of the reasons for confiscating the player's funds?

Kind regards,

Adam

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

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

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.

С уважением, команда 1win.

Dear 1win Casino,

Please provide more specific details and supporting evidence of the breach of terms, either here or to my email ([email protected]).

Kind regards,

Adam

Hello Goodness,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask 1win Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Good afternoon

We terminate cooperation with the player unilaterally, a withdrawal of 100,000 NGN was sent to the details, please confirm receipt of funds.

Sincerely, 1win team.

Добрый день!

Мы прекращаем сотрудничество с игроком в одностороннем порядке, вывод в размере 100000 NGN был отправлен на реквизиты, просим подтвердить получение денежных средств.

С Уважением, команда 1win.

Thank you for the information, 1win Casino.

Dear Goodness,

Can you please confirm the funds have been returned to you?

Kind regards,

Adam

I'm pleased to share that I've received the money that was pending. I want to express my gratitude to Casino Guru for their assistance in recovering it. As someone who values integrity and respects the terms of service of any company, I'm perplexed by 1win's accusations. Nonetheless, I'm grateful to everyone involved in resolving this matter and returning my funds.

As the problem has successfully been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Goodness, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam