1win Casino - Player’s deposit is delayed.

I received a withdrawal via Tron, but I was unable to receive the funds due to the travel rule. So, I returned the funds to the 1win coin address where the deposit was initially made. The returned Tron was successfully transferred. However, 1win claims that the conditions for the payment were not met and therefore the deposit was not processed. I definitely returned it to the same address provided by 1win for the deposit. The funds were definitely deposited. I feel this is unfair. Please resolve this issue.

Dear didzl308,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

I have made a successful withdrawal before.

Kyc verification passed.

You have not accumulated any winnings as a bonus.

I will send you the chat contents by email.

And returns can only be made to the remitter.

Dear didzl308, do I understand correctly that you returned the funds to the same address from which they had been withdrawn, but they cannot process the deposit because the payment conditions were not met.

Did they provide any details about how the payment conditions were not met?

Is it because you did not make the deposit through the casino website?

Is it possible for the withdrawal address to be different from the deposit address?

Dear didzl308, are you referring to this travel rule?

The Crypto Travel Rule requires virtual asset service providers (VASPs) like banks, exchanges, custodial solutions, and financial service providers to identify and share the origins and destinations of crypto transactions above a specific threshold.

Could you please clarify how this travel rule was applied in your situation?

The source of funds exceeding 1 million won must be clear. Since I withdrew an amount exceeding 1 million won at once, I must clarify the source of the funds, but I cannot clarify the source of funds withdrawn from 1win. So I applied for a refund at the exchange. The returned funds were returned to the sender. However, 1win said they could not receive the funds.

Thank you very much, didzl308, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, didzl308!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Can I wait??

We would like to ask the 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’ which may negatively affect its rating.

Good afternoon

Please send it to the email address the following information:

- Video confirmation from your device showing that the reverse transaction was completed.

Best regards, 1win team.

didzl308, please, make a vide recording of your screen where you show that the transaction was sent from your crypto exchange account/wallet.