5
Ahmed is very satisfied with the result
Resolved

1Win Restricted Account After Deposit Limit

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Ahmed
April 17, 1:02 am
173

I am writing to complain about 1win restricting my account and blocking access to my own funds right after I tried to set a responsible gaming limit. Yesterday I won $1,200 on roulette and, in order to play responsibly, I set a weekly deposit limit of $50 in my profile settings so that I would not be tempted to gamble my winnings back. As soon as I saved this new limit, my entire account was restricted, and since then I have not been able to access the cashier page or withdraw my $1,200 balance. Instead of supporting responsible play, this restriction feels like a tactic to trap my winnings. When I contact support, I only get automated responses saying that my account is under “Responsible Gaming restrictions,” without any clear explanation of why this affects withdrawals. I did not request a self-exclusion or any block on withdrawing my existing balance; I only set a deposit limit. They then started asking for an ID card and many other documents, and despite already sending documents, they keep requesting more, which is extremely annoying and makes the process feel unfair and excessive. My 1win account ID is 1993***. I request that the restrictions on my account be lifted as soon as possible so that I can access my account freely again and withdraw my $1,200 balance without further unnecessary document requests. I expect my account to be restored and my funds to be released promptly.

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10 Supporters
April 17, 1:40 pm (12 hours after complaint)

Hello! The ID you specified was not found in our system, and an empty account with no gaming activity was registered at this email address. Please check that the ID is correct. Sincerely, the 1win team.

Ahmed
Ahmed
April 17, 3:44 pm

I am editing my review because the 1win team actually stepped up and fixed this. A manager from the Responsible Gaming department emailed me directly. He explained that my account wasn't flagged on purpose; there was a software conflict because I tried to set a deposit limit while I still had an active, uncleared free-spin bonus running in the background, which caused the cashier module to freeze for my protection.The manager apologized for the panic, manually bypassed the cashier lock to process my $1,200 withdrawal directly to my crypto wallet (it arrived in 15 minutes!), and then safely re-applied my $50 deposit limit. I’m honestly impressed. They could have used the "rules" to stall me, but they actually prioritized getting me my winnings. Very trustworthy casino.

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