| Name of Complainant | |
| Date of Complaint | April 5, 2023 |
| Name(s) of companies complained against | 1win |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I am writing to bring to your attention the unprofessional and unacceptable behavior that I have experienced from the customer support team at 1Win sportsbook. I have been a loyal customer of their platform for some time, but my recent experience has left me deeply disappointed and frustrated.
I placed a bet on the match between Fremantle City and Subiaco with a Handicap 2 (+0.25) wager, and the match ended with a 0-2 scoreline in favor of Subiaco, which was confirmed by multiple reliable sources. However, to my shock, 1Win settled my bet as a loss by declaring Fremantle City as the winner with a 4-3 scoreline, which is completely incorrect.
When I contacted their customer support team, they acknowledged the mistake and raised a ticket for the correction of my bet settlement. However, it has been more than two days since then, and despite multiple follow-ups, I have yet to receive a satisfactory resolution to my issue. The customer support team has been unresponsive and unprofessional in their handling of the matter, often providing me with automated responses that are of no help.
I have also discovered that 1Win has been lying to me about escalating my issue to the payment provider for resolution, while the actual problem is related to the incorrect settlement of my bet. The lack of transparency and accountability is alarming, and it is unacceptable that they would continue to mislead and waste my time.
I understand that issues can arise, but the lack of urgency and professionalism demonstrated by the 1Win customer support team is unacceptable. I urge you to take necessary action and hold them accountable for their behavior. As a customer, I expect a certain level of service, and I feel that 1Win has failed to deliver on this front.
You can check the match result from the following reliable sources:
https://www.scorebar.com/live/5509-10436/fremantle-city-fc-reserves-subiaco-afc-reserves
https://azscore.com/football/game/fremantle-city-ii-subiaco-afc-ii-2023-04-01
https://www.aiscore.com/match-fremantle-city-fc-reserves-subiaco-afc-reserves/edq09idznjvheqx
Thank you for your attention to this matter.
Account ID: 27631459
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