Dispute Resolution

If you have an unresolved issue with your account, transaction, or service at 1Win, you have the right to pursue formal dispute resolution. This process allows you to escalate your concern beyond our internal complaints procedure to an independent authority.

A dispute is a formal disagreement regarding a transaction, account balance, bonus terms, or service issue that has caused you loss and requires independent review. This is distinct from a routine complaint handled by our support team.

You must first submit a complaint through 1Win's internal procedure and allow us a reasonable time to respond. Our 24/7 support team will work to resolve your concern. Only after 8 weeks without resolution, or after receiving a final response from 1Win, may you proceed to alternative dispute resolution.

You may file a formal dispute if: (a) your complaint has remained unresolved after 8 weeks from submission; or (b) you have received a final response from 1Win. You must file your dispute within 12 months of the original incident. 1Win N.V. operates under Curaçao eGaming License 8048/JAZ2018-040 and maintains an independent alternative dispute resolution provider to review your case fairly and impartially.

The dispute resolution process is free of charge to you. You will submit relevant documentation, account records, transaction history, and a detailed explanation of your claim. The ADR provider will review all evidence and typically issue a decision within 30 to 60 days. The ADR decision is binding on 1Win, and any award or remedy determined by the ADR provider will be enforced by the operator.

The dispute resolution process is governed by Curaçao law and the regulations of the Curaçao eGaming Authority. If you are dissatisfied with the ADR outcome, you retain the right to pursue civil court proceedings in accordance with applicable law. You may also contact the Curaçao eGaming Authority to report concerns about the operator's compliance with licensing conditions. For complete details on how to initiate a dispute, visit the 1win official site.