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

I try to withdraw my earnings and I can't do it, I've done it several times and I don't talk to "support" and they don't tell me that the problem will only be solved by mail but still nothing

Dear deividdelgado2108,

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

I have been waiting for more than a month with the first withdrawal that I wanted to make but nothing there is no interest from anywhere to solve this

Dear deividdelgado2108,

Have you received your withdrawal from the casino yet?

Still nothing and no response from the casino

Thank you for your reply, deividdelgado2108. Do I understand correctly that you have made a successful withdrawal before? Could you please advise if you have passed the verification?

Have you accumulated your winnings with or without an active bonus?

The account is verified but not before I have not made a withdrawal it is the first time the winnings are without a bonus

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Appears as pending

Thank you very much deividdelgado2108 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear deividdelgado2108

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide some information regarding the player's withdrawal delay?

Hello Michal!

Thank you for your participation.

Dear deividdelgado2108!

We have checked the withdrawal history from your account and see that the last attempt was made by you on 30.09, and the withdrawal was successful. Money has been credited to your account requisites. At this moment you have withdrawn all money from your account. 

Please clarify, do you have any difficulties in using our site at this moment?

Best regards, 1win team.

Yes, really thank you for supporting another person since it's not me! I suffered a scam by your help dial group since there are several people claiming to be support and well I gave information, I was desperate! And now they scam me in their own group really thanks, they made it possible and not for me but for another person they should verify their group and eliminate the false supports only that, I would also like if they could give me or create an account where I can withdraw the funds without problem I would appreciate it very much that is the only thing I ask since all the money has already been extracted by another person, thank you.

Dear deividdelgado2108

I'm sorry, but are you trying to say that you see in your gaming account that the withdrawal has been processed, but the money was not received in your bank account or wallet? Do I understand correctly that you have provided your personal details to a third party? If so, there is, unfortunately, nothing we can do about it, as it is solely your responsibility not to share your personal details with anyone else to prevent a situation like sadly you described above. I'm afraid that 1Win casino is not allowing to open multiple accounts, the only thing that comes to my mind is to change your gaming account password and if possible change the main email address and phone contact, so that only you know the details but this should be dealt with by the cooperation with the 1win casino support.  

I'm not sure how else we can help you, but if you need any more help please let us know

🖕

Dear deividdelgado2108

I understand your frustration, but you need to understand that we are trying to help players by resolving issues between the players and the casinos if possible, and we are offering this service free of charge. As mentioned previously, unfortunately, you are solely responsible for not sharing your personal details with anyone else, and always pay extra attention when sending any sensitive information. Only send them to official and trustworthy email contacts. Sadly, there is pretty much nothing that can be done further with your complaint.

Furthermore, I have to warn you that this kind of language, even though it is nonverbal, won’t be tolerated and one more attempt to verbally attack or intimidate any Casino.Guru professionals will lead to your profile being permanently blocked on our website. We are here to help players and have zero tolerance for such behavior.