Customer Support and Account Security on 1win

The 1win support team is available 24 hours a day, 7 days a week, to assist Pakistani players with account management, payments, bonuses and technical issues. This page describes every support channel, explains the KYC verification process, outlines the security measures in place, and provides information about responsible gaming.

Support Channels — Four Ways to Get Help

1win offers multiple support channels, each designed for a specific type of request. The available options are listed below, from the fastest to the most detailed.

Live Chat — Average Response Under 2 Minutes

The live chat is the fastest way to get help. It is accessible from the bottom-left corner of any page on the website and in the mobile app. The main features of the live chat are the following:

Available 24/7 in multiple languages, including English.
Average response time under 2 minutes.
Optional name field — players can start writing their question immediately.
Supports file attachments for documents and screenshots.

Telegram FAQ Bot — @FAQ_1win_bot

Since 1win does not maintain a static FAQ section on the website, the Telegram bot @FAQ_1win_bot serves as the primary self-service resource. The bot provides instant answers to the most popular questions about the following topics:

Registration and login.
Bonuses, vouchers and wagering requirements.
Deposits and withdrawals.
Verification (KYC) and document requirements.
Responsible gaming and self-exclusion.

Email Support — For Detailed Requests

For requests that require detailed explanations or document attachments, players can use the following email addresses:

[email protected] — technical issues, payments and general questions.
[email protected] — account verification, suspicious activity and security concerns.

In-App Notifications

The bell icon in the header of the website opens a notification centre with three tabs:

All — all notifications.
Personal — messages addressed to the specific player.
General — platform-wide announcements about promotions and maintenance.

Security Measures on 1win

1win applies strict security standards to protect every user. The main measures are listed below.

SSL encryption — all transactions and personal data are protected with industry-standard encryption.
Password-based authentication — the primary method of account protection.
Active sessions monitoring — players can view and terminate all active sessions from the Settings section.
Curacao licence compliance — regular audits and adherence to international standards.
AML procedures — monitoring of suspicious transactions and cooperation with regulatory authorities.

Important Note About 2FA and Biometrics

1win currently relies on password protection and contact data verification only. Two-factor authentication (2FA), Face ID and fingerprint login are not implemented on any version of the platform — desktop, mobile or app. Players are strongly advised to:

Use a strong, unique password.
Never share login credentials with third parties.
Regularly review the “Active sessions” list in Settings.
Enable push notifications to detect unauthorised access.