Complaint #24
1win Sportsbook
Payment complaint
8 months ago
Dear AskGambler, I have an issue with the betting company 1win regarding the withdrawal of funds from my betting account. On December 3rd of this year, I deposited an amount of 1,790,000 Tanzanian Shillings and successfully started betting on various sports within their website. After a few days, I decided to withdraw some funds from my account, and they sent me an OTP to my email. I filled it out and completed that step, and they informed me that the transaction was being processed quickly. However, I was surprised that after several hours, the money had not reached my mobile network.
I then checked the status of the transaction and found it was pending. I decided to contact them through their support and security emails. They managed to respond to me, and the security email informed me that according to clause 10.3, I needed to follow a link to form.kycaid.com they provided and submit copies of my identification along with completing identity verification. I did so, submitted my documents, and completed the facial recognition process, which was all successful.
After that, I informed them that I had completed submitting my identification documents and facial recognition verification through that link and that I had passed, also attaching evidence in the form of a screenshot. I sent all of this to their security email. After that, the security email responded to me again, stating that according to clause 10.3, they needed a copy of the transaction receipt from December 3rd of this year for the amount of 1,790,000 Tanzanian Shillings that I made in my 1win account. I successfully sent them a copy of the transaction receipt along with a screenshot. Surprisingly, they did not respond to me regarding whether the issue has been resolved or if they needed more documents to complete the matter. Despite my continued attempts to reach out to them through their support and security emails, I have received no responses, and no money has been credited to the mobile network I use to receive transactions. Now, this issue has extended beyond 24 hours. I sincerely request assistance with this matter.
I then checked the status of the transaction and found it was pending. I decided to contact them through their support and security emails. They managed to respond to me, and the security email informed me that according to clause 10.3, I needed to follow a link to form.kycaid.com they provided and submit copies of my identification along with completing identity verification. I did so, submitted my documents, and completed the facial recognition process, which was all successful.
After that, I informed them that I had completed submitting my identification documents and facial recognition verification through that link and that I had passed, also attaching evidence in the form of a screenshot. I sent all of this to their security email. After that, the security email responded to me again, stating that according to clause 10.3, they needed a copy of the transaction receipt from December 3rd of this year for the amount of 1,790,000 Tanzanian Shillings that I made in my 1win account. I successfully sent them a copy of the transaction receipt along with a screenshot. Surprisingly, they did not respond to me regarding whether the issue has been resolved or if they needed more documents to complete the matter. Despite my continued attempts to reach out to them through their support and security emails, I have received no responses, and no money has been credited to the mobile network I use to receive transactions. Now, this issue has extended beyond 24 hours. I sincerely request assistance with this matter.
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