Complaints Procedure

At 1Win, we are committed to resolving player concerns fairly and transparently. This page outlines our formal complaints procedure, designed to address any issues you may experience while using our platform. Whether your concern relates to a payout delay, bonus terms, account restrictions, or technical problems, we have a structured process to investigate and resolve your complaint promptly.

Players may file a complaint for various reasons, including but not limited to: delayed or missing payouts, bonus terms or eligibility disputes, account suspension or closure, game malfunction or technical errors, unauthorized transactions, and disputes over bet settlement. Our complaints procedure is designed to address all such matters impartially.

Your first point of contact should be our Live Chat or Support team, available 24/7 in English, Urdu, and Hindi. Describe your issue clearly, and our support representatives will attempt to resolve it immediately. We aim to provide an initial response within 24 hours. If your issue is resolved at this stage, no further action is necessary.

If the support team cannot resolve your complaint, you may submit a formal written complaint to our dedicated complaints email. Your complaint should include the following information: your username, the date the issue occurred, a detailed description of the problem, any relevant screenshots or evidence, and your transaction ID (if applicable). Send your complaint to the address provided on the 1win official site support page. We will acknowledge receipt within 2 business days and begin our investigation.

Our Customer Service team will investigate your complaint thoroughly. We aim to provide a detailed response within 7 business days of receiving your formal complaint. In complex cases, this may extend to 14 business days. You will be kept informed of progress throughout the investigation, and we will explain our findings and any resolution offered.

If you are not satisfied with the response from our standard complaints team, you may request escalation to our Customer Service Manager. This escalation should be submitted in writing within 14 days of receiving the initial response. The Manager will conduct an independent review of your case and provide a final response within 7 business days.

If you remain dissatisfied after our internal process, you have the right to escalate your complaint to an independent Alternative Dispute Resolution provider. 1Win is committed to fair resolution through recognized ADR bodies. Details of the applicable ADR provider for your jurisdiction, along with contact information and submission procedures, are available on the 1win official site support page. ADR review is typically free or low-cost for players and provides an impartial assessment of your complaint.

1Win operates under a Curaçao eGaming License (8048/JAZ2018-040) issued to 1Win N.V. If you believe we have breached licensing conditions or regulatory requirements, you may lodge a complaint with the Curaçao Gaming Control Board. Contact details and complaint procedures are available on the official Curaçao GCB website.