The player from South Africa wanted to check the status of his withdrawal. After successfully completing the verification process, the player's withdrawal was still pending. He had requested assurance from the Complaints Team that his money would be transferred to the preferred address. However, we clarified that we couldn't provide any guarantees as we weren't employed by the casino. Despite extending the timer for the player's response, we received no reply. Consequently, we had to reject the case due to the lack of communication, making further investigation or potential solutions impossible.
1win Casino - Player inquire about withdrawal status.
Amount: $190
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
My ID is 42693633
May you please check the status of my withdrawal that I made.
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1 year ago
Dear bokangmogopudi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Verification process was done way before withdrawing and successful same time but it says still awaiting, but can you assure me that my money will be surely in to the preferred address....
Your assurance will mean a lot to me, just send me your letter of assurance that my money is safe and will be completed.
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1 year ago
I'm certain you realize that I am not employed by 1win Casino, and in my capacity as a Casino.Guru employee, I cannot provide you with any guarantees regarding the receipt of your winnings.
Could you please specify how many days ago was your withdrawal requested?
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1 year ago
Dear bokangmogopudi,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
