1Go Casino - Player’s withdrawal is delayed with no updates.

Hi,

I have started the process of withdrawal after kyc was completed and confirmed by the chat operators. The request was placed the 7th of September, the chat said that there is still verification in process and it can take up to 31 days and I asked what will happen after 31 days if the payment is not processed. They only said that informations are confidential and I need to wait for further updates. It sounds not right for me, and after 31 days I still do not know what will happen if payment is not processed. Could you kindly help?

Dear marinosilletti,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Go Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino?  Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Ciao Thomas,

ti ringrazio per la disponibilità. Ieri ti ho risposto tramite mail. Attendo gentilmente un tuo riscontro.

Grazie

From the response of casino support, it seems your gaming activity is being investigated.

Please note we can't help with issues related to sports betting. If this is confirmed to be the issue related to your sports-betting activity we will have to refer you to another service and close the complaint.

• Could you please advise whether your account is currently accessible to you? Can you log in, deposit, and play?

Salve,

Vi confermo che ho fatto principalmente scommesse sportive. Posso ancora accedere al conto ma hanno limitato le scommesse sportive, posso scommettere massimo 1 euro . Cosa dovrei fare per assicurarmi che il prelievo venga processato? In chat mi dicono solo di attendere ma 31 giorni sono quasi passati. Grazie

Hello marinosilletti,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear marinosilletti,

Has there been any update regarding the investigation, your account, or your payout in this case?

Please let me know. I'll await your reply.

Dear marinosilletti,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.