Dispute Resolution
A dispute arises when you believe 1Win has failed to honour its obligations under these Terms and Conditions, or when a disagreement over a transaction, game outcome, or account matter cannot be resolved through our standard customer support channels. This Dispute Resolution page outlines the formal process available to you after you have exhausted our internal complaints procedure. Please note that disputes are distinct from general complaints; a dispute is a formal claim that requires independent review.
Internal Complaints Procedure First
Before filing a dispute with an external Alternative Dispute Resolution (ADR) provider, you must first submit a complaint to 1Win's customer support team. Our support team is available 24/7 and will investigate your complaint and provide a response. You should allow a reasonable time for this process — typically up to 8 weeks — before proceeding to external ADR. For full details on how to lodge a complaint and what to expect, please refer to our Complaints Procedure page.
When You Can File a Dispute
You may escalate your matter to an external ADR provider in the following circumstances:
- More than 8 weeks have passed since you submitted your complaint to 1Win and you have not received a final response.
- 1Win has issued a final response to your complaint, but you remain dissatisfied with the outcome.
- You believe 1Win has breached its regulatory or contractual obligations in a way that causes you financial or material harm.
Designated ADR Provider
1Win is committed to fair and impartial dispute resolution. Disputes are handled by an independent ADR provider approved under the Curaçao eGaming framework. The specific ADR provider and their contact details will be provided to you in 1Win's final response to your complaint, or you may contact our support team at any time for this information. The ADR provider will review your case independently and issue a binding decision.
ADR Filing and Review Process
Once you have decided to proceed with ADR, you will need to submit your dispute case to the designated provider. The process typically includes the following steps:
- You submit a formal dispute application, including your account details, a description of the issue, and copies of relevant communications with 1Win.
- The ADR provider acknowledges receipt and assigns your case a reference number.
- Both you and 1Win are given an opportunity to submit evidence and arguments.
- The ADR provider reviews all materials and issues a written decision, usually within 90 days of the application.
- The decision is communicated to both parties in writing.
Cost to You
There is no cost to you for filing a dispute or for the ADR review process. 1Win bears all fees associated with the independent review. You should not be asked to pay any fee by the ADR provider in order to proceed.
Binding Nature of the ADR Decision
The ADR provider's decision is binding on 1Win. If the ADR provider rules in your favour, 1Win will comply with the decision, including any award of compensation or corrective action. You are not obligated to accept the ADR decision; however, if you do accept it, the matter is considered resolved and you waive the right to pursue further legal action on the same claim.
Applicable Law and Jurisdiction
This Dispute Resolution procedure is governed by the laws of Curaçao and the terms of 1Win's Curaçao eGaming License 8048/JAZ2018-040. 1Win N.V. is registered in Curaçao under company number 147039. The ADR process operates under the regulatory framework of the Curaçao eGaming Authority and applies to all players accessing the 1win official site.
Contacting the Regulator
If you have concerns about 1Win's compliance with its license conditions or regulatory obligations, you may also lodge a complaint directly with the Curaçao eGaming Authority. This is a parallel route to ADR and does not prevent you from pursuing a dispute through the ADR provider. The regulator may investigate breaches of license conditions independently.
Court Proceedings
If you do not accept the ADR decision, or if you choose not to pursue ADR, you retain the right to pursue your claim through the courts. Court proceedings would be conducted in accordance with the laws of Curaçao or, in certain circumstances, in the jurisdiction where you are resident, depending on applicable legal principles. Court proceedings are a final recourse and may involve costs and longer timeframes than the ADR process.