1win Casino - Player is not able to withdraw his winnings.

The casino does not release the deposit

Dear Alessandro,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate and describe what happened in more detail? Are you not able to withdraw your winnings?

I will be waiting for your reply patiently.

Best regards,

Kristina

Yes I have made a couple of winnings and have always managed to withdraw, now I want to withdraw this money in any way but they will not release it to me

Thank you for your reply, Alessandro. I hope I understand correctly that you have already successfully withdrawn in the past. Could you please advise what withdrawal method to withdraw your winnings have you opted for? Was it the same one you used before?

Sisi I tried all types of withdrawals and asked the assistance if I had any restrictions and they said no, I sent all the documents and everything but nothing there is no way to withdraw the money

Have you accumulated your winnings with or without an active bonus? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

ninth without bonus, I loaded the money and played normally as always only now that I have won a lot they have kept the money and the casino does not even respond, I only have two messages where they say that I have no restrictions and that it takes maximum 48h to withdraw

Thank you very much Alessandro for your reply. 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.

Hello Alessandro,

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?

Thank you very much, we wait and hope even if in my opinion the money will be kept

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’.

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.

We’ve reopened this complaint as per the Casino’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 comments from the Casino:

"Hello!

Account verification successfully completed. There are no restrictions, the last withdrawal on the account is successful. May I ask you to close the complaint?

Sincerely, 1win team."

Dear Alessandro,

did you receive your winnings, please?

Dear Alessandro,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi, yes after three good months I was able to withdraw my winnings!

Dear Alessandro,

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