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Dear Casino Guru Representative,

I'm writing to seek your assistance regarding an issue I've been facing with 1win Casino. I am based in India and have been using 1win Casino since January 31st, 2024. I was referred by my sister and we live in the same house. She has an account of her own and I have mine.

Up until February 24th, 2024, I had no issues with withdrawals and deposits. However, on February 21st, 2024, I initiated a withdrawal of 13000 INR, which was processed by the casino but hasn't been credited to my account by the payment provider yet.

It remains under processing in the withdrawals section.

Furthermore, after February 24th, all withdrawals have been completely disabled. Upon contacting support, I was directed to email the security team with the issue.

After doing so, the security team requested KYC documents, which I promptly submitted. Despite this, the casino has not provided a proper response or resolved the issue.

Therefore, I kindly request Casino Guru to intervene and assist in resolving the failed payment of 13000 INR and ensuring the processing of my current withdrawal of 9000 INR by 1win Casino.

Your prompt attention to this matter would be greatly appreciated.

Thank you for your assistance.

Best regards,

santosh

Dear alpha100x,

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

Kindly loop in a 1win representative here so they can give me an update.

There has also been a delayed payment of 13000 INR which is stuck with the payments provider and not credited back to account. It shows pending from FEB 21st (marked in yellow ) in the screenshot attached , kindly ask 1win to follow up on this issue regardless of the verification Process.

The casino has blocked my account withholding my funds with an accusation.

i can confirm from my side , that no bonus abuse was done or claimed .

no unfair advantage was taken over other players.

the only game I played was live baccarat table by evolution gaming , without any bonus promotion.

I agree that my sister and I played from the same house occasionally as we live in the same roof and all proofs have been given to them confirming our individual account , address proof , identity proof etc.

we do not want the casino to use malicious techniques to withhold a clients funds without proper proof.

hence casino guru , I kindly ask you to escalate the matter to the casino and ask them to release all funds which are held .

Dear alpha100x,

Have you received your withdrawal from the casino yet?

No.

my account has been blocked with the following response from the casino .

kindly check all my previous in this thread , to understand the case clearly.

I see that , the specialist here only keeps asking repeated questions without understanding the case clearly .

kindly read the thread responses very well.

it has all the answers to your questions.

Thank you very much, alpha100x, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, alpha100x,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the supporting evidence to my email address (branislav.b@casino.guru).

I recommend checking other open cases assigned to me and reviewing them all together.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

Sent proof by email. Look here please

Best regards, 1win team.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста

С уважением, команда 1win.

Dear alpha100x,

After gathering and reviewing all the necessary information provided by the casino, we decided to close this and 2 other related complaints as unjustified due to breaching the casino's terms and conditions - multiple accounts and the impossibility of passing the KYC on any of the linked accounts due to specific data intersections between the particular accounts, which seriously breaches the casino's rules. Successful verification is a must to be able to withdraw any funds from your casino account. In this case, multiple accounts and data matches make the verification impossible. Based on the provided data, it would be impossible to prove otherwise. For understandable reasons, I will not disclose further details.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

As for the verification and multiple accounts - it is completely irrelevant. Players can pass the KYC right after registration and breach other rules later. In addition, online casinos are not obliged to perform verifications earlier than upon a withdrawal request or a withdrawal of a higher amount. They can even let players withdraw their winnings without verification in some cases. So, if you were able to withdraw anything from any of the linked accounts before, you can be glad that you managed to withdraw some of your winnings.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1win Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru