1win Casino - Выход игрока задерживается.

Not able to withdraw since 24th April. Last withdrawal request is from 26th April. I've been asked to send KYC documents to their mail, and I've sent them all they asked me for.

Despite that, I still didn't get my money. Withdrawal request is still on pending status.

Wallet #9007212

Dear Ilija,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Have you tried contacting the casino regarding this issue? If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

I had a lot of successful withdrawals before.

Hello!

Verification has been assigned to the player's account. On 02/05/22, a letter was sent to the player's postal address about the timing of verification of the submitted documents: "Within 14 days, you will be sent a letter based on the results of verification of your gaming account (the maximum period, if additional verifications are necessary, can reach 30 days from the moment of request) ."

Sincerely, 1win team!

Здравствуйте!

На аккаунте игрока назначена верификация. 02/05/22 на почтовый адрес игрока было отправлено письмо о сроках проверки предоставленных документов: "В течение 14 дней Вам будет отправлено письмо по результатам проверки Вашего игрового счета (максимальный срок, при необходимости дополнительных проверок, может достигать 30 дней с момента запроса)."

С уважением, команда 1win!

Hello everyone,

Thank you for your reply, 1win Casino.

Ilija, have you received any letters?

I didn't received anything on my postal (home) address which is stated in my utility bill I've sent to 1win as address verification.

It is not clear to me whether 1win mean the postal address or the e-mail address, is it a mistranslation?

Everything I had received from 1win until now is mail from 2nd May where they say "results of my verification" will be known for 14 days, or 30 days if additional checks are necessary.

I just got an email from 1win, and there are no words to describe this kind of rudeness and crime.

Of course, they accused me of multi-accounting, although this is the only account I had with them, I played hundreds of bets on it, I withdraw hundreds of times. It is simply unbelievable that in today's world there is a way for such thieves to work legally.

To put it mildly, this is a crime. I have never experienced anything like it. I have no comment. Shame on you what are you doing for 500€ withdrawal! I already feel sorry for people who have more money in their accounts.

Thank you very much Ilija for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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 soon.

Hello Ilija,

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 clarify the exact reason for the blocking of the player's account?

Kind regards,

Adam

Hello!

Thanks for your feedback!

As previously reported in the letter, your account has been blocked for violating clause 9.7. of the Terms of Use of the Site, section "General Terms and Conditions (hereinafter referred to as the Rules)": If a bettor commits fraudulent actions against a betting company (multi-account, use of software for automating bets, playing on arbitrage situations, if the game account is not used to commit rates, abuse of loyalty programs, etc.), the betting company reserves the right to stop such fraudulent activities. We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unreasonable decisions. And according to paragraph 15.1 of the rules. of the Terms of Use of the Site, section "General Terms and Conditions (hereinafter referred to as the Rules)": The Company does not recommend betting by a group of Clients from the same IP address or from the same local network, as well as by prior agreement. These types of activities can be regarded as collusion, fraud, misleading actions.

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unreasonable decisions.

Sincerely, 1win team.

Здравствуйте!

Спасибо за Ваш отзыв!

Как уже сообщалось ранее в письме, Ваша учетная запись заблокирована за нарушение 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. Мы строго придерживаемся правил и призываем к этому наших игроков. Поэтому никогда не выносим безосновательных решений. И по пункту правил п.15.1. Правил использования сайта, раздела «Общие положения и условия (далее — Правила)»: Компания не рекомендует заключать пари группой Клиентов с одного IP-адреса или из одной локальной сети, а также по предварительному согласованию. Данные виды деятельности могут быть расценены как сговор, мошенничество, действия, вводящие в заблуждение. 

Мы строго придерживаемся правил и призываем к этому наших игроков. Поэтому никогда не выносим безосновательных решений.

С Уважением, команда 1win.

I didn't do anything of above. I didn't take any bonuses, have only one account that I am bet on for months, no arb betting. I didn't broke any of your rules.

Can you specifically say what I violated?

Dear 1Win Casino,

Thank you for your response, but I'm afraid it is not clear exactly what the player is accused of. Could I ask you to please specify what the player has done wrong, and also send any supporting evidence to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hello Ilija,

Just to keep you updated, I have received an email from the casino stating that your account was associated with other accounts by game activity, Ip address, and device. I have asked the casino to provide us with some evidence to support this, and I await a further response.

Kind regards,

Adam

Thanks for keeping me updated Adam,

Under full criminal and material liability, I can confirm that I had only one account at 1win bookmaker. My only account was in my name and surname.

I did not open any other accounts. I played on my account for months, making hundreds of deposits and withdrawals.

The devices from which I accessed my account are: my PC and my only phone (iPhone 11). IP addresses are: one static IP address from my cable operator in the apartment, and dynamic IP addresses of mobile providers.

From the beginning I was suspicious of the said bookmaker, and I never kept a large amount of money in my account, after each winning bet I did a withdrawal. I would never dare to make multiple accounts at a bookmaker with such a bad reputation as they have.

We would like to ask 1Win Casino to reply to this complaint and to please provide supporting evidence as requested.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Ilija,

I have had no further response from the casino. Unfortunately, there is not much that can be done without cooperation from its side.

I will now mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact Curacao Antillephone N.V. Licensing Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear 1Win Casino,

Can you please provide an update on the situation?

Kind regards,

Adam

Good afternoon

Unfortunately, the complaint was not considered on our part in a timely manner, in this regard, we want to resolve the situation and resume consideration.

After reviewing the account, on our part, it was decided to return to the player the amount remaining on the balance sheet - 504.06 €.

Dear Ilija, we look forward to your feedback.

Sincerely, 1win team.

Добрый день!

К сожалению, жалоба не была рассмотрена с нашей стороны своевременно, в связи с этим, мы хотим разрешить ситуацию и возобновить рассмотрение.

Пересмотрев аккаунт, с нашей стороны было принято решение вернуть игроку сумму, оставшуюся на балансе - 504.06 €.

Уважаемый Ilija, надеемся на обратную связь.

С уважением, команда 1win.

Dear Ilija,

Please respond and confirm when you have received the aforementioned amount from the casino.

Kind regards,

Adam

Dear Ilija,

I will extend the timer one more time. Please respond and confirm if the issue is now resolved. If we do not hear anything from you within the specified timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear Ilija,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Ilija,

It seems like this matter may have been resolved, but without confirmation from you we will now reject the complaint as previously mentioned.

Kind regards,

Adam

This complaint has been reopened at the request of the player.

Dear Ilija,

You have stated that you have since made contact with the casino, has the issue now been resolved? Please provide an update on the situation.

Kind regards,

Adam

I can confirm that I received money that casino has sent to me few minutes ago. This complaint should be marked as resolved. Thank you all.

That's great news Ilija,

We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, 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/casino.guru. 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