1win Casino - Spillerens udbetaling er blevet blokeret.

Hello,

I am filing this complaint against 1win due to an abusive practice and a refusal to process a withdrawal after I fully complied with the platform’s rules.

The 1win system mistakenly credited a bonus to my account in Indonesian Rupiah (IDR). To release the funds, an absurd rollover requirement of 11 million IDR was imposed. I gambled fairly and met all the requirements for the bonus. Currently, I have a legitimate and available balance of 3,000,000 IDR (approximately R$ 1,000.00).

However, the platform has locked my withdrawal screen. They refuse to convert the balance to my local currency (Real) and do not accept withdrawals via cryptocurrencies. The only option they give me is to withdraw to a local bank in Indonesia.

Since I am a Brazilian citizen and do not reside in Indonesia, it is legally impossible for me to open a bank account in that country. Platforms like Wise do not provide local bank details for IDR. Requiring an Indonesian bank account is an artificial barrier created by 1win to withhold my money, given that the error in crediting the wrong currency was caused by their own system.

I request that 1win’s management convert my balance of 3,000,000 IDR to Brazilian reais or authorize the withdrawal of the equivalent amount via Pix or USDT (cryptocurrency). I have all the screenshots proving that the rollover requirement has been met, as well as the rejection messages from customer support in the chat. I look forward to a fair resolution.

Olá,

Estou registrando esta reclamação contra a 1win devido a uma prática abusiva e recusa de saque após o cumprimento integral das regras da plataforma.

O sistema da 1win creditou erroneamente um bônus na minha conta na moeda Rupia Indonésia (IDR). Para liberar o valor, foi exigido um rollover absurdo de 11 milhões de IDR. Eu joguei de forma justa e cumpri todos os requisitos exigidos pelo bônus. Atualmente, possuo um saldo legítimo e disponível de 3.000,000 IDR (aproximadamente R$ 1.000,00).

No entanto, a plataforma travou a minha tela de saque. Eles se recusam a converter o saldo para a minha moeda local (Real) e não aceitam o saque via Criptomoedas. A única opção que me dão é sacar para um banco local da Indonésia.

Como sou cidadão brasileiro e não resido na Indonésia, é legalmente impossível abrir uma conta bancária naquele país. Plataformas como a Wise não fornecem dados bancários locais para IDR. Exigir uma conta bancária indonésia é uma barreira artificial criada pela 1win para reter o meu dinheiro, visto que o erro de creditar a moeda errada foi do próprio sistema deles.

Solicito que a liderança da 1win converta o meu saldo de 3.000.000 IDR para Reais ou libere a retirada do valor equivalente via Pix ou USDT (Criptomoeda). Tenho todos os prints que comprovam o rollover cumprido e as negativas do suporte no chat. Aguardo uma solução justa.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify why the bonus was issued in IDR currency?
• Have you attempted to reach out to the casino's customer support prior to using the bonus?
• Have you successfully made any withdrawals at this casino before?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I don't know why the bonus was credited in Indonesian rupiah, but I tried to send a message via chat before using the free spins, and they told me it had already been resolved—but it hadn't. I had to meet an absurd rollover requirement of 11 million to qualify for the rupiah. I’ve been a customer of theirs for many years. I’ve even withdrawn 10,000 reais at once; I’m what they call a VIP Gold 3 customer.

Não sei por qual motivo o bonus foi creditado em rupia indonesia, mas tentei mandar mensagem no chat antes de usar as rodadas e me informaram que já estava resolvido, mas não resolveram. Realizei um rollover absurdo de 11 milhões pra conseguir o direito as rupias. Sou cliente deles há muitos anos. Já cheguei a sacar 10.000 reais de uma vez, sou o que eles chamam de cliente vip gold 3.

Email sent with no reply either

Email enviado sem resposta também

Athila, thank you for your time. I was told again in the chat that I wouldn't receive the funds, so I closed my account. I won't be using 1win again.

Athila, obrigado pela disponibilidade. Fui informada novamente no chat que não receberia o valor e zerei a conta. Não volto a utilizar a 1win.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I am sorry to hear that, but I understand your decision.

Since you have decided to close your account and no longer wish to access the casino, unfortunately, there is not much else we can do for you at this point.

Please let me know if there is anything else we can assist you with regarding this matter. Otherwise, with your confirmation, whether we can proceed with closing the complaint.

Thank you in advance for your reply.

Best regards,

Attila

Dear Aniely.caetano1705,

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.