The player from Italy is dissatisfied with the withdrawal process. It has been resolved.
1win Casino - Player has been struggling to request a withdrawal.
Amount: €11,000
1win Casino
Safety Index:Above averageSafety Index
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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3 years ago
Translation
Good morning I have been trying to withdraw since 8 March but I cannot I have tried with all the methods leaving the withdrawals waiting for many days, I try to contact the chatlive but they always answer you with the same things I contact them every day now, I have asked if my account had any problems and they answered no one you can deposit and withdraw but it is not so I was able to withdraw only once on 8 March via crypto account 700 euros from there the withdrawals were always pending, via email they answered at the beginning then that's enough now even so they don't answer,
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3 years ago
Dear alexx28,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have made only one successful withdrawal so far? Could you please confirm that you have passed the KYC verification?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
hello kristina, yes I managed to withdraw only once on March 8, now I am also sending you screenshots, I was not asked for any verification in live chat I asked if this could be the problem but I was told several times that the account had neither deposit nor withdrawal problems, now they just tell me to wait until I will be contacted by the experts on the matter but I have my doubts about it 🙂, ten days ago I sent him the screen of the identity card without them they asked me I thought maybe this would solve the problem but nothing, 
I will try to hear kyc for verification, as soon as I wrote to the chatlive they tell me to wait and they will answer me via email, it is the answer they have been giving me for 20 days but no one is heard
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3 years ago
Thank you very much for your reply, alexx28. Have you accumulated your winnings with or without an active bonus?
Could you please advise how long did the last withdrawal take to be fully processed?
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3 years ago
Translation
HELLO, I signed up on March 8 loaded 300 euros with visa card, with the first deposit they give you a 200% bonus that is not credited in the form of a real balance but it is a cashback on the losses of 30% weekly that you receive credited at the weekend based on the bonus you got on the deposit, so there is no turnaround to make the bonus withdrawable but only a weekly cashback, March 8 that I signed up I won immediately with the real balance just loaded by trying immediately to withdraw but I was refused withdrawals, after a few hours instead they made me withdraw only 700 euros with a crypto account as you can see in the screenshot in the previous message. 
here you can see the cashback that they give you back on the losses based on the bonus obtained on the deposit which immediately becomes real balance
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3 years ago
Thank you very much alexx28 for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@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.
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3 years ago
Hello alexx28,
I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
We would like to ask the 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Translation
Good morning today I got an email reply after almost 1 month 
they say as always that everything is fine I went to the account and actually 1 withdrawal of 1000 euros was successful but the other 11 withdrawals were reversed and the funds returned to the account 
I tried to contact them again via chatlive asking them to introduce themselves in this conversation that many Italians have the same problem as me. now I will try again to withdraw the other 11 thousand euros let's see what happens I keep you informed and we hope that someone from @ 1winCasino will arrive to talk
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2 years ago
Dear alexx28,
thank you for the information, I've corrected the disputed amount from €12000 to €11000. Unfortunately, if the Casino will not respond I must close this case as unresolved.
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2 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
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2 years ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Additional comment from the player:
"Good morning I update you with good news I managed to withdraw practically everything it took a long time but we did it I only need 2 thousand euros that today I will withdraw '🙂 thanks for everything"
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2 years ago
Translation
hello Viliam I managed to withdraw my winnings at last 🙂 a little at a time but we did it thanks
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2 years ago
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Good evening!
The funds have been successfully transferred. The account is fully functional.
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2 years ago
Dear alexx28,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
