1win Casino - Вывод игрока был отложен.

Hi Team,

Hope you are doing well

I faced the withdrawal pending issue from last 10 days in 1win app and maybe they freezed my withdrawal without any reason beside this my 40,000INR has stuck on the platform and i’m so worried about this So, please help me to recover my pending withdrawals. And also I have mailed the 1win support team but nothing happened.

Thank you

1win ID- 7445****

Email- yashbawe****@gmail.com

Dear Yash,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello!

My KYC is already completed 2 weeks ago.. i had no problem with withdrawal before… The standard withdrawal time is 24-48 hours but now its been 10 days my withdrawal is on pending and manager told me to connect to the security team. but i didn’t get any satisfied response from their End.

Could you please confirm if you have received your winnings, as it has been more than 14 days since your withdrawal request?

no its still stuck

Thank you very much, Yash, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.

Dear Yash,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

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 activities 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,

Thank you for the clarification.

Could you please provide any available evidence of player's fraudulent activity by sending it to my email address at jakub.m@casino.guru?

Thank you.

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 evidence by email. Look here please.

Best regards, 1win team.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Hello everyone!

Thank you, 1win Casino, for providing additional information.

Dear Yash,

After thoroughly examining the evidence presented, it is evident that the casino's decision is well-supported. The evidence strongly indicates the presence of multiple player accounts, aligning with our stance at Casino Guru that views such actions as a fraudulent tactic aimed at gaining an unfair advantage. Therefore, regrettably, this complaint must be rejected as unjustified.

As a recommendation for future interactions, I would advise the player to adhere strictly to the casino's Terms and Conditions and refrain from engaging in any fraudulent activities aimed at gaining an unfair advantage.

However, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.

Best Regards,

Kubo