1win Casino - Player queries about delayed funds.

My amount is KES7,000, should I wait for two weeks?

Dear mzunguthomas9,

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 the 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, please, let us know and we will intervene and try to help you.

If there are any obstacles regarding your withdrawal you can't resolve with casino support, please let us know about it and we'll try to assist you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Thank you I have received KES 4,000. My balance remaining is now KES 1,000 and KES 2,000 respectively. Thank you for your assistance

Thanks for the update.

Could you please specify when you requested the other withdrawals?

Dear mzunguthomas9,

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.