1win Casino – generel debat (side 55)

Oh, that's certainly a negative experience. I understand the casino believes the rules about multiple accounts or software usage were broken, while you see it differently. Well, the mediators aim to see the proofs in those scenarios, since good proofs are certainly needed to void the balance like that.

Don't worry; the mediators will do their best to find out.

Yes, I have a VIP manager, but all he ever tells me is to wait more and more and more.

have a complaint open here that’s been awaiting review for a few days. Would it be possible to open the complaint so I can try to get some help?

Min konto er bekræftet. Jeg har allerede oprettet en sag her på hjemmesiden; du svarede først i dag, to dage efter jeg postede den, og jeg har allerede svaret igen. Jeg venter på dit svar igen. Denne hjemmeside burde ikke have en så høj vurdering i betragtning af antallet af klager og uløste problemer fra deres side.

Hello, I'm sorry to see the VIP manager seems unhelpful. When it comes to complaints, it needs its time to be reviewed, accepted, and then carried out. Once it's accepted, the casino contact will be notified, but the whole complaint is divided into separate time frames since it involves gathering information and, very likely, cooperation with the casino.

Now it's in progress and the mediator will be back in approximately 6 days. Please be patient. 🙏

I understand your complaint was accepted and you exchanged posts with the mediators since each turn provides a 7-day period. I'd say it works as intended. It's frankly not daily chat; it's maybe confusing in this part. When it comes to casinos, I understand that a player with an open request may be uninterested in technical details about the safety index or score, but I am sure it is mainly based on the complaints outcome. That means the mediators and data team monitor the amount of complaints, their nature, and most importantly, the way those cases are resolved or unresolved. As may now be more obvious, casinos are penalized for unresolved cases, which means we are waiting for the outcome for each open case. However all details and all open cases are visible for anyone interested in them. However, just as I said, I understand that you are going through negative experience and thats now the most pressing matter.

1win: Jeg skriver for at bestride den måde, mit væddemål blev afgjort på, da jeg mener, at der var en alvorlig oversættelsesfejl og dermed en inkonsekvent anvendelse af afgørelseskriterierne.

Markedet spurgte, om der ville være straffesparkskonkurrence i kampen, men det var en round-robin-turnering, hvor der ikke var mulighed for straffesparkskonkurrence til at afgøre kampens udfald. På grund af denne uoverensstemmelse anerkendte platformen selv problemet og omgjorde tidligere væddemålet.

I det sidste spil – som var nødvendigt for den endelige afgørelse af væddemålet – blev der imidlertid anvendt et andet kriterium, hvilket resulterede i, at væddemålet blev markeret som et tab.

Jeg anser det ikke for rimeligt, at platformen anerkender en oversættelsesfejl på ét tidspunkt og derefter anvender et andet kriterium for at stille spilleren dårligere i den endelige afgørelse. Hvis markedet indeholdt en fejl, der kompromitterede dets fortolkning, bør den samme regel og de samme korrektionskriterier anvendes konsekvent på hele væddemålet.

I lyset af dette anmoder jeg om en fuldstændig gennemgang af forliget med passende korrektion af resultatet og det beløb, der skal betales, hvis det bekræftes, at platformens fejl kompromitterede væddemålet.

Hvis anmodningen afvises, anmoder jeg om en formel begrundelse, der specificerer de specifikke regler, der anvendes til at anvende forskellige kriterier i situationer, der involverer den samme fejl.

Jeg forventer en retfærdig og ensartet løsning, uden at forbrugeren straffes for en oversættelses- eller markedskonfigurationsfejl, som ikke var forårsaget af dem.

Jeg ser frem til dit svar og en løsning på denne sag.

Hello and welcome to the forum.

First, I should clarify that you have posted this on the Casino Guru forum, so your message has not been sent directly to 1win.

Based on your description, this dispute concerns the settlement of a sports bet. Unfortunately, our complaint team does not investigate sports betting cases, so we would not be able to review or change the result ourselves.

I recommend asking 1win to provide the original wording of the market, the exact rule used to settle the bet, and an explanation of why the earlier part was reversed while the final one was treated as a loss. Keep screenshots of the market, the bet slip, the previous reversal, and all communication with the operator.

If you receive a final response that you still consider unfair, you could escalate the matter to the relevant sports-betting regulator or ADR listed in the operator’s terms. You are also welcome to share 1win’s response here so that other players can comment on it.

Im sure about I dont do nothing about multiaccounts, software or similar, Im legit.

I see and I have no means to not believe you, of course.

Generally speaking, the multiple accounts may also mean that some other accounts share more similarities with yours, even if you are not aware of it. The software usage situation is, however, quite specific. As far as I can conclude, there are no specifics mentioned. Therefore, I would try not to think about that unless the complaint progresses further. If you are not aware of any issues on your side, I would relax for now. In any case, the complaint is that the casino will be asked to show the mediators how it reached this conclusion and what facts it based it on.

Hang in there, please.

Ok, i wait you, thanks for support.

You are welcome. I would love to stay in touch to see what's new in the situation. Please let me know when it moves in any direction.

Thank you too.

Hvorfor tager det så lang tid at svare på sager? Jeg har allerede givet alle nødvendige oplysninger vedrørende min sag for to dage siden, og jeg har ikke modtaget et svar eller en løsning fra hverken jer eller 1win. Hvorfor tager det så lang tid at følge op på denne sag?

Hello, I assume you're asking like this because you have not read the complaint instructions earlier. No problem. It's not like it takes long; it's rather that each party has 7 days to respond and you can follow the timer anytime in your complaint. Imagine while you have your own case, the specific mediator has hundreds of others to help with. That's why it's settled this way.

No worries, you just need to be patient. The mediator will get back to you.