5
Resolved

1win Withdrawal Blocked And Account Restricted After Changing My BTC Wallet

Bamigbose
Bamigbose
1win
March 30 9:28 PM296
Bamigbose's Thank You Message
I am updating my complaint because the issue has been successfully resolved. A security manager emailed me and explained that changing a withdrawal address to an exchange wallet (like Coinbase) triggers an automatic Anti-Money Laundering (AML) and anti-hijacking protocol to protect my funds from hackers. They simply needed to verify that I was the one making the request. I was asked to provide a quick video selfie holding my ID and a piece of paper with today's date. I sent the video, and within 45 minutes, my account was fully restored, and the $2,500 was sent to my Coinbase wallet. I appreciate the strict security measures, even if it was frustrating at first. Thank you, 1win

I have been using my 1win account with the ID 9921*** from the USA for a few weeks and regularly depositing via my personal Exodus Bitcoin wallet without any issues. Recently, I won approximately $2,500 on slot games and decided to withdraw this amount. For this withdrawal, instead of my usual Exodus wallet, I entered my Coinbase Bitcoin deposit address because I wanted to convert the funds to fiat immediately. Right after I submitted the withdrawal request, it was automatically canceled and my account functions were restricted with the explanation that there was “suspicious financial activity.” Since then, my account has been under review for six days. I contacted support and received an email from a security manager stating that changing the withdrawal address to an exchange wallet such as Coinbase triggered their automatic AML and anti-hijacking protocol to protect my funds from hackers. However, I am the legitimate owner of both the Exodus and Coinbase wallets, I have not violated any rules, and I find it unfair that my account remains restricted and my withdrawal blocked simply because I used a different, but still personally owned, BTC address. I am ready to verify my identity and provide proof of ownership for both my Exodus and Coinbase wallets if necessary so that you can complete any security checks. I kindly request that my account be reviewed manually without further delay and that my $2,500 withdrawal be processed and paid out to me as soon as possible.

March 31 2:19 PM (16 hours after complaint)

Hello! We would like to verify your account information in order to provide you with the best possible support. Please provide us with the correct ID for your account, as the current ID you have provided is not recognized by our system. We need this information in order to continue our work and provide you with a specific answer to your query. Best regards, The 1win Team.

Bamigbose
Bamigbose
March 31 3:46 PM

I am updating my complaint because the issue has been successfully resolved. A security manager emailed me and explained that changing a withdrawal address to an exchange wallet (like Coinbase) triggers an automatic Anti-Money Laundering (AML) and anti-hijacking protocol to protect my funds from hackers. They simply needed to verify that I was the one making the request. I was asked to provide a quick video selfie holding my ID and a piece of paper with today's date. I sent the video, and within 45 minutes, my account was fully restored, and the $2,500 was sent to my Coinbase wallet. I appreciate the strict security measures, even if it was frustrating at first. Thank you, 1win

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