Dispute Resolution

A dispute arises when you believe 1Win has failed to honour its obligations under these Terms or applicable gaming regulations, and the matter remains unresolved after you have exhausted our internal complaints procedure. This Dispute Resolution page explains how you can escalate an unresolved complaint to an independent Alternative Dispute Resolution (ADR) provider. Before pursuing ADR, you must first contact our support team and allow a reasonable period for resolution.

Distinction Between Complaints and Disputes

A complaint is any expression of dissatisfaction about our service, account, or conduct. A dispute is a formal claim that we have breached our contractual or regulatory obligations and that your complaint has not been resolved to your satisfaction. You cannot file a dispute until you have first submitted a complaint through our internal procedure and received a final response or waited the required timeframe without resolution.

Internal Complaints Procedure

You must submit any complaint to 1Win's support team before filing a dispute. Our support team is available 24/7 to assist you. For full details on how to lodge a complaint, timeframes for our response, and escalation within our organisation, please refer to our Complaints Procedure. We will provide you with a final response within a reasonable timeframe, typically no more than 8 weeks from receipt of your complaint.

Conditions for ADR Filing

You may escalate your complaint to our designated ADR provider if:

You have submitted a formal complaint to 1Win and received a final response that you reject, or
More than 8 weeks have passed since you submitted your complaint and 1Win has not provided a final response

Designated ADR Provider

1Win N.V., licensed under Curaçao eGaming License 8048/JAZ2018-040, has appointed an independent ADR provider to resolve disputes fairly and impartially. The name, contact details, and access link to the ADR provider will be supplied in your final complaint response or are available from our support team upon request. The ADR provider is authorised to review disputes involving both factual and legal questions and to make binding determinations.

ADR Review Process

Once you file a dispute with the ADR provider, the following process applies:

You must submit your dispute in writing, including a clear summary of the complaint, the resolution you seek, and all relevant evidence (account statements, correspondence, transaction records, etc.)
The ADR provider will acknowledge receipt and assign your case to an independent adjudicator
Both you and 1Win will be given an opportunity to submit further evidence and written submissions
The ADR provider will review all materials and issue a written decision, typically within 90 days of filing
The decision will set out the facts, applicable rules, and the adjudicator's findings and remedy (if any)

Cost to You

There is no cost to you for filing a dispute with the ADR provider or for the ADR review process. All fees are borne by 1Win. You may be represented by a legal advisor or third party at your own expense if you wish.

Binding Nature of 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 and implement any remedy (refund, account credit, or other relief) within the timeframe specified. You are not obliged to accept the ADR decision; you may instead pursue court proceedings (see below).

Applicable Law and Jurisdiction

Your dispute with 1Win is governed by the laws of Curaçao and the terms of your Player Agreement. The ADR provider will apply Curaçao law and the rules of the ADR scheme in reaching its decision. By using 1win login and accepting our Terms, you consent to the jurisdiction of the ADR provider for all disputes arising from your use of our platform.

Contacting the Regulator

In addition to or instead of ADR, you may lodge a complaint with the Curaçao eGaming Authority (the regulator of 1Win's license 8048/JAZ2018-040). The regulator can investigate breaches of licensing conditions and may take enforcement action against 1Win if warranted. Contact details for the regulator are available upon request from our support team.

Court Proceedings

If you do not accept the ADR decision, or if you choose not to pursue ADR, you retain the right to bring legal proceedings against 1Win in a court of competent jurisdiction. Court proceedings are a final recourse and may involve significant time and cost. We encourage you to attempt resolution through our internal complaints procedure and ADR before pursuing litigation.