Complaints Procedure

At 1Win, we are committed to resolving your concerns fairly and transparently. If you experience an issue with your account, a game, a bonus, a payout, or any other aspect of our service, we have established a clear complaints procedure to help you. This page outlines the steps you should follow to submit and escalate a complaint, along with the timeframes and support available at each stage.

Common Reasons for a Complaint

Complaints may arise for various reasons, including but not limited to: delayed or missing payouts, bonus terms or eligibility disputes, account restrictions or closures, game errors or technical malfunctions, unauthorized transactions, or concerns about responsible gaming features. Whatever the nature of your complaint, we encourage you to report it promptly so we can investigate and resolve it.

Step 1: Contact Our Support Team

Your first point of contact should be our Live Chat or Support team. Our customer support is available 24/7 in English, Urdu, and Hindi. Please describe your issue in detail, and our team will attempt to resolve it immediately or escalate it to the appropriate department. You can expect an initial response within 24 hours. If your issue is resolved at this stage, no further action is necessary.

Step 2: Submit a Formal Complaint

If your issue is not resolved through Live Chat, you may submit a formal written complaint to our Complaints Department. Please include the following information in your email to ensure a thorough investigation: your username and registered email address, the date and time the issue occurred, a detailed description of the problem, any relevant screenshots or transaction IDs, and the outcome you are seeking. Send your complaint to our complaints email address. Our team will acknowledge receipt within 48 hours and provide you with a reference number for tracking.

Step 3: Review and Investigation Timeframe

Once we receive your formal complaint, we will conduct a thorough investigation. The standard review period is 7 business days. In complex cases, we may require up to 14 business days to gather all necessary information and reach a decision. We will communicate our findings and resolution to you in writing, including the reasons for our decision and any remedial action we are taking.

Step 4: Escalation to Customer Service Manager

If you are dissatisfied with the outcome of the initial investigation, you may request escalation to our Customer Service Manager. Your escalation request must be submitted within 14 days of receiving our initial response. The Manager will conduct an independent review of your complaint and provide a final decision within 7 business days. This decision will be communicated to you in writing.

Step 5: Alternative Dispute Resolution (ADR)

If you remain unsatisfied after the Manager's review, you have the right to escalate your complaint to an independent Alternative Dispute Resolution provider. 1Win is committed to fair resolution and cooperates with recognized ADR bodies. The specific ADR provider available to you may depend on your jurisdiction and the nature of your complaint. Please contact our support team for details on the appropriate ADR body and the process for filing a complaint with them.

Step 6: Regulatory Complaint

1Win N.V. is licensed and regulated by the Curaçao eGaming Authority under License 8048/JAZ2018-040. If you believe we have violated the terms of our license or applicable regulations, you may file a complaint with the regulator. You can contact the Curaçao eGaming Authority directly with details of your complaint. The regulator will investigate and may take enforcement action if warranted.

Our Commitments

All complaints are treated confidentially and investigated impartially, regardless of the complainant's account status or deposit history.
You will not face any retroactive sanctions, account closure, or other punitive measures solely for filing a complaint in good faith.
We will provide clear, written explanations for all decisions and outcomes.
We will keep you informed of progress at each stage of the process.
All information you provide will be handled in accordance with our Privacy Policy and applicable data protection laws.

Frequently Asked Questions

How long does it take to resolve a complaint?: Initial investigation typically takes 7 business days; complex cases may take up to 14 business days. Escalations to the Manager take an additional 7 business days.
Will my account be closed if I file a complaint?: No. Filing a complaint will not result in account closure or any punitive action. You have the right to lodge a complaint without fear of retaliation.
Can I file a complaint on behalf of someone else?: Complaints must be submitted by the account holder or their authorized representative with written consent and proof of authority.
What if I disagree with the final decision?: You may escalate to an independent ADR provider or, if applicable, to the Curaçao eGaming Authority.
Is there a fee to file a complaint?: No. Submitting a complaint is free of charge at all stages.

Contact Information

For more information about our complaints procedure or to begin the process, please visit the 1win official site or contact our support team via Live Chat available 24/7. Our team is ready to assist you in English, Urdu, or Hindi. We are committed to resolving your concerns fairly and promptly.