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

I’m Anthony from Malaysia. Joined 1Win two weeks ago with deposit of RM 1500.00 By today I have total winnings of RM 6950.00. The problem that I’m facing is the withdrawal of my winnings. As per customer survives side we have to for 48 hours. I did wait and after exceeded 48 hours I ask them and they claim having technical issues in payment side. Then later I started google, you tube about 1Win. Then I found out so many bad reviews about this 1win. All I need is withdraw all my winnings. As for start I juz trying to withdraw RM 1000.

Dear Anthony68,

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

Thank you very much for your concern regarding on my case. I will wait as per your advise.

Dear Anthony68,

Have you received your withdrawal from the casino yet?

Hi good to hear from you. I still hv not receive my withdrawal. Tried texting the customer service but all they was saying was , we hv escalated my issue to the higher management. They will contact me. But until now no one is replying or contacting me. I tried email them personally but no reply too.

Thank you for your reply, Anthony68. Do I understand correctly that this was your first withdrawal attempt? Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus?

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.

Dear Anthony68,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.