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

I played with my own money, about 200€, on 1win.

They also send documents and after verifying my phone number I did everything they asked me to. However, problems began to arise when I tried to make a withdrawal. They kept telling me the same things— to change my payment method or to try again later. I tried with 3 credit cards, crypto, and perfect money, but nothing, I couldn't withdraw. I spoke with their support and only bots replied to me. They have refused over 50 of my withdrawal attempts. I need this money since I won it. Please, I beg you to help me because I am desperate, but most importantly, it's not fair.

Dear gtachannelskorpioni,

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

Okay, we'll talk again in 14 days but they've already done all the necessary checks on me.

The amount changed is now 3000.

Dear gtachannelskorpioni,

Have you received your withdrawal from the casino yet?

Dear gtachannelskorpioni,

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.

No

Thank you for your reply, gtachannelskorpioni. Have you made any successful withdrawals before? Could you please clarify if you have passed the KYC verification?

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

Dear gtachannelskorpioni,

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.

I passed the KYC test but had never made any withdrawals

Could you 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 gtachannelskorpioni,

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.