1win Casino - Player believes that their withdrawal has been delayed.

I requested 14 withdrawals of 45k each between 3:57pm & 10:39 pm on 3rd Jan (screenshots of the withdrawals are attached). I have only received 13 of them, the support keeps asking me to state the exact time of the withdrawal that i have problem with but how should i know that? All the withdrawals are of the same amount and marked as processed. Please help me in retrieving the UTR number for all those 14 withdrawals from 1win so I can pin-point the withdrawal that hasn’t been received yet and get it processed from them. Their support is of absolutely no help and keeps repeating that all the 14 Transactions have been successfully processed.

Dear Tulip123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Waiting for 14 days doesn’t feel appropriate in this scenario as according to them all the transactions have been completed successfully and the funds have been transferred. Instead of receiving 14 transactions, I have only received 13 of them but all of the 14 transactions have been marked as processed as you can see in the attached screenshot. I just want them to provide me or Casino Guru with the transaction id/UTR of all of those 14 transactions so that atleast an understanding of which transaction didn’t go through can be built. Please cooperate in getting this done, Thank you

Dear Tulip123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Tulip123,

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.