1win Casino - Player faces withdrawal issue at casino.

I made a deposit from which I earned some winnings. However, when I tried to withdraw the money to have it deposited in Astropay, they rejected the withdrawal. I've tried many times but the problem persists.

I need a solution because 1win is telling me it's an Astropay issue and vice versa.

Dear donattonoeliasoledad,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Could you please share correspondence from the casino and Astropay regarding the issue? Post screenshots here or send the information to my email at tomas@casino.guru
• Is there any pending withdrawal on your account?
• Have you previously used Astropay to successfully withdraw your winnings?

Looking forward to hearing from you.

Best regards,

Tomas

I sent you by email what you requested

Has the casino offered any alternatives for you to withdraw your winnings?

Dear donattonoeliasoledad,

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.