1win Casino - Player claims that payment has been delayed.

Hi, I sent all my requested documentation on 07/14. until today I have not received two withdrawals that I made, one of R$ 5,000.00 and one of R$ 14,000.00. They don't answer my emails, and in the chat it says it's going to be paid, but they don't say when. Unfortunate.

Dear joseclaudio1,

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

Hello, joseclaudio1!

Your withdrawal was rejected and the funds were automatically returned to your gaming account.  

On the part of 1win there are no restrictions on the withdrawal for your account. Rejected withdrawals are made by the payment system that processes online transactions. If the withdrawal is rejected, we recommend you to use another payment system or try again before a successful withdrawal. 

You can also try to withdraw to other details (bank card or e-wallet) which belong to you as a user. 

The last withdrawal was "Successfully", the funds were credited to the details you specified. 

Best regards, 1win team.

Dear joseclaudio1,

Have you received your withdrawal from the casino yet?

Dear joseclaudio1,

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

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.