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- After successful cooperation from both sides, a new set of documents had been sent to the casino and after that the issue was resolved.
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- The player denies the allegations and claims to have won the money fairly and is demanding the payout.
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Player’s deposit not credited to account.
We had provided him with a detailed guide on how to apply for self-exclusion and asked him to forward the account closure requests he had sent to the casino. However, the player did not respond to our messages and questions within the given time frame, leading us to reject the complaint. The player from India had requested a withdrawal less than two weeks prior to submitting his complaint. Despite the Complaints Team’s advice to wait for at least 14 days before filing a complaint, the player had insisted on quicker action. The team had extended the response time for the player by 7 days. However, due to the player’s lack of response, we were unable to investigate further and the complaint was rejected.
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Player’s withdrawal is delayed due to KYC.
The player from Argentina has been waiting for the verification code for his withdrawal to be sent to his email. Despite providing all necessary identification information and updating his email, the casino support repeatedly asks for the same details, causing confusion and delay. The player from India had placed a bet on Speed Baccarat A, and won 6200 INR, but hadn’t seen these funds credited to his account.
Player’s struggling to complete the account verification.
The player from Israel was experiencing difficulties withdrawing his funds due to limited availability of payment methods. The casino did not respond to the player’s complaint, however, the player later informed us that they had received all their funds 4 months after submitting the complaint. The player from India had been waiting for his withdrawal to be processed for two weeks before submitting the complaint.
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The player admitted to having multiple accounts with the casino, which was a violation of the casino’s terms and conditions. Despite the player’s argument that he did not abuse the system, we had rejected the complaint due to the player’s breach of the casino’s rules. The player from Ecuador was facing a prolonged verification process, which was taking 14 to 30 days according to the casino’s information. The player had attempted to contact the casino but received no response.
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The player from South Korea created an account with 1win casino in July 2024 and requested a withdrawal on December 31, 2024. The 1win Complaints Team acknowledged the delay and transferred the case to a colleague for further assistance. However, due to the player having played out the funds in question, the complaint was ultimately rejected as the verification and withdrawal process could not be completed.
Player’s withdrawals keep getting canceled.
The Complaints Team intervened and contacted the casino, which then successfully changed the player’s email address. The player confirmed that the issue was resolved and requested the complaint to be marked as such. After reviewing the case, it was confirmed by the casino that the account verification had been completed successfully and the withdrawal status had been marked as ‘Successful’. However, the player did not respond to follow-up inquiries regarding the receipt of the funds. As a result, the complaint was rejected due to a lack of further communication.
Player’s winnings have been cancelled.
Consequently, the complaint was rejected as unjustified, and the casino’s actions were deemed to be in accordance with their terms and conditions. The player from India had requested a withdrawal six weeks prior, which remained pending. Customer support had indicated that a letter would be sent within 14 days regarding the status of the account, but the process could take up to 30 days. The player had experienced a delay due to account verification issues and a subsequent account block by the casino under rule 9.7. After communication with the casino, it was confirmed that the withdrawal had been processed, but the player did not respond for over a month, leading to the complaint being rejected.
Player’s account has been ignored for self-exclusion.
Although they have provided complete KYC documentation, the casino stated that some rules were violated, which the player denies. We concluded the players documents were not genuine and proceded to reject the complaint as unjustified. The player from Greece had attempted numerous times to withdraw money; however, all attempts had been unsuccessful with no provided explanation. After the player’s complaint was submitted, the player informed us that his issue had been resolved.
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- The complaint was closed as ‘Rejected’ as without the player’s cooperation, we were not able to proceed with the investigation and/or suggest possible solutions.
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- However, the issue was eventually resolved, and the player confirmed that they were able to withdraw their winnings.
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- The Complaints Team had attempted to resolve the issue by seeking clarification from the casino regarding accusations of opposite betting and multiple accounts.
The casino later blocked his account, citing fraudulent activities, but did not initially provide specific details. The player was asked about the use of the same crypto wallet as another player but did not respond. The complaint was rejected due to the player’s lack of response. A player from India, who was a regular VIP customer, faced delays and eventually had their account blocked after winning money at the casino. Despite making multiple withdrawal attempts and changing methods as requested, the casino failed to process the withdrawal for over 10 days. Upon investigation, it was found that the casino provided evidence of fraudulent activity, justifying the account block.
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We closed the complaint as ‘unresolved’ because the casino failed to reply. The player’s withdrawal request was still in a ‘pending’ state. A year later, we reopened this complaint as per the casino’s request. We were informed that the player had canceled the withdrawal request themselves and that there were no restrictions on the player’s gaming account. The player was instructed to request another withdrawal, however, we haven’t received any response from him.
The player from India discovered that all funds, totaling Rs41,000, were missing from his 1win account after a failed withdrawal attempt of Rs7000 on June 6, 2024. The Complaints Team investigated the issue, but the casino claimed that the funds were lost during poker gameplay initiated from the player’s account. Consequently, the complaint was closed as rejected, with a recommendation to contact the casino’s licensing authority for further action.
Player’s withdrawal attempts are being cancelled.
Despite multiple attempts and four days of waiting, his deposits of 300 and 800 have not been reflected in his account. The Complaints Team had extended the timeframe for the player to respond but ultimately had to reject the complaint due to a lack of communication from her. Player’s account was closed for a multiple accounts allegation which the player claims are false. The player from India reports that his account is blocked without explanation despite having completed the verification process, and he has not received his withdrawal amount. Casino Guru, provides a platform for users to rate online casinos and express their opinions, feedback, and user experience. Relying on the collected data, we compute an overall user satisfaction score that varies from Terrible to Excellent.
Binomo required information to file a claim, which 1Win had refused to provide. The issue was resolved after the player requested transaction hashes, which the casino eventually supplied. With the hashes, the player was able to file a claim with the receiving entity, resulting in a refund, albeit with a 10% fee. The player from France had been charged for three months without having his game account activated. After three months, the casino claimed that a refund had been issued, but the player had not received it and had requested a refund receipt, which the casino refused to provide. The issue was resolved after the Complaints Team facilitated communication with the casino, resulting in the player receiving the refund.