Complaints Procedure

At 1Win, we are committed to resolving player concerns fairly and transparently. If you experience an issue with your account, a game, a bonus, a payout, or any other aspect of your experience on our platform, we have established a formal complaints procedure to address your concerns promptly. This page outlines the steps you should follow to lodge a complaint and the timeframes within which we will respond.

Players may submit complaints for a variety of reasons, including but not limited to: delayed or missing payouts, bonus terms or eligibility disputes, account restrictions or closures, game errors or malfunctions, technical issues affecting gameplay, unauthorized transactions, or concerns about responsible gaming features. Whatever the nature of your complaint, we encourage you to report it as soon as possible so we can investigate and resolve the matter.

Your first point of contact should be our Live Chat support team, available 24/7 in English, Urdu, and Hindi. Describe your issue clearly and provide relevant details such as your username, the date the issue occurred, and any transaction IDs or screenshots. Our support agents will attempt to resolve your concern immediately or escalate it to the appropriate department. You can expect an initial response within 24 hours.

If Live Chat support does not resolve your issue to your satisfaction, you may submit a formal written complaint via email. When submitting a formal complaint, please include the following information: your username, the date and time the issue occurred, a detailed description of the problem, any relevant screenshots or transaction IDs, the amount involved (in PKR), and the steps you have already taken to resolve the matter. Send your complaint to our dedicated complaints email address. We will acknowledge receipt of your formal complaint within 2 business days and begin our investigation.

Once your formal complaint has been received, our Customer Service Manager will review your case thoroughly. We aim to provide a substantive response within 7 to 14 business days, depending on the complexity of the issue and the information required from you or third parties. You will receive written notification of our findings and any remedial action we are taking, if applicable.

If you are not satisfied with the response from our initial investigation, you may request escalation to our Customer Service Manager for a final review. This escalation must be requested in writing within 14 days of receiving our initial response. The Customer Service Manager will conduct an independent review of your complaint and will provide a final decision within a further 7 business days.

If you remain dissatisfied after our internal review process, you have the right to refer your complaint to an independent Alternative Dispute Resolution provider. 1Win is committed to fair dispute resolution and cooperates with recognized ADR bodies. You may contact an appropriate independent dispute resolution service to have your complaint reviewed by a neutral third party. This service is provided at no cost to you and may result in a binding or non-binding determination depending on the provider's rules.

1Win operates under a Curaçao eGaming License (8048/JAZ2018-040) issued to 1Win N.V. If you believe that 1Win has breached its licensing obligations or regulatory requirements, you may lodge a complaint with the Curaçao Gaming Control Board. You should first exhaust our internal complaints procedure before escalating to the regulator, although you retain the right to contact the regulator at any time.

For complaints and support inquiries, please contact our team via Live Chat (available 24/7) or send a formal complaint email with all relevant details. When you play a 1win game on our platform, you agree to follow this complaints procedure. For more information about our services and terms, please visit our main website.