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, account balance, bonus, or game outcome cannot be resolved through our standard complaints procedure. This Dispute Resolution page explains how you can escalate an unresolved complaint to an independent Alternative Dispute Resolution (ADR) provider at no cost to you.

Distinction Between Complaints and Disputes

A complaint is your initial report of a problem to 1Win. A dispute is a formal escalation after our internal complaints procedure has been exhausted without satisfactory resolution. You must first submit a complaint through our standard process before you are eligible to file a dispute with an ADR provider.

Internal Complaints Procedure — Required First Step

Before pursuing ADR, you must lodge a complaint with 1Win's Customer Support team. Our support staff are available 24/7 in English and Urdu via live chat, email, and telephone. You can access the full Complaints Procedure on our dedicated Complaints page, which details how to submit your complaint, the timeframes for our response, and what information to provide. We aim to respond to all complaints within 8 weeks.

When You Can File a Dispute with ADR

You are eligible to escalate your case to ADR in either of the following circumstances:

More than 8 weeks have passed since you submitted your complaint to 1Win and we have not provided a final response.
1Win has issued a final response to your complaint, but you reject our proposed resolution or believe the response is unjust.

Designated ADR Provider

1Win disputes are resolved by eCOGRA (eCommerce and Online Gaming Regulation and Assurance), an independent ADR body accredited to handle complaints from players in jurisdictions served by licensed operators. eCOGRA is recognised by the Curaçao Gaming Authority and operates under strict procedural rules.

ADR Provider: eCOGRA
Website: www.ecogra.org
Email: [email protected]
Telephone: Available on eCOGRA website
Jurisdiction: Curaçao-licensed operators

How to File a Dispute with eCOGRA

To file a dispute, you must contact eCOGRA directly. You will need to provide your 1Win account details, a summary of the complaint, copies of relevant communications with 1Win, and evidence supporting your position (screenshots, transaction records, etc.). eCOGRA will acknowledge receipt of your case and assign it a reference number. There is no cost to you for filing or pursuing a dispute through eCOGRA.

ADR Review Process and Timeframes

Once eCOGRA receives your dispute, the following process applies:

eCOGRA will request a detailed response from 1Win within a set timeframe (typically 10 business days).
You will be given an opportunity to submit further evidence or comments in reply to 1Win's response.
An independent adjudicator will review all evidence and issue a written decision, usually within 90 days of the dispute being accepted.
The decision will include findings of fact, reasoning, and the remedy (if any) that 1Win must implement.

Binding Nature of ADR Decision

1Win is bound by eCOGRA's decision and must comply with any award or direction issued. If eCOGRA orders 1Win to refund funds, reverse a decision, or take other action, we will do so within the timeframe specified. You are not bound by the decision and may pursue further legal action if you wish, but in practice eCOGRA decisions are final and enforceable.

Cost to You

There is no fee for filing a dispute with eCOGRA or for the ADR process. All costs are borne by 1Win. You should never be asked to pay to use ADR.

Applicable Law and Jurisdiction

1Win operates under Curaçao eGaming License 8048/JAZ2018-040 and is regulated by the Curaçao Gaming Authority. All disputes are governed by the laws of Curaçao and the terms of our license. By accepting these Terms and Conditions, you agree to submit disputes to eCOGRA rather than pursuing court proceedings, except as a final recourse after ADR has been exhausted.

Contacting the Regulator

If you believe 1Win has breached the terms of its Curaçao license or engaged in unlicensed conduct, you may also lodge a complaint with the Curaçao Gaming Authority. This is a parallel route to ADR and does not prevent you from pursuing ADR simultaneously. The regulator investigates operator conduct and can impose sanctions, but does not typically award compensation to individual players.

Court Proceedings as Final Instance

If you are dissatisfied with eCOGRA's decision or wish to pursue a claim beyond ADR, you retain the right to initiate court proceedings. However, courts in Pakistan do not recognise or enforce gambling contracts, and offshore operators are not subject to Pakistani jurisdiction. Any legal action would need to be pursued in Curaçao or another jurisdiction where 1Win is registered. We recommend exhausting ADR before considering court action, as it is faster, free, and more practical for resolving disputes.