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Dear didzl308, do I understand correctly that you returned the funds to the same address from which they had been withdrawn, but they cannot process the deposit because the payment conditions were not met.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

I sent it to you after thinking about it. But I'm not sure if this is the right way to send it. Can you check it for me?

I sent it to Pavel's email. Please check it.

Thank you, didzl308!

1win team, we have checked player's video recording, it seems like all transactions mentioned above do belong to them. Please, let us know if it makes any difference if us or the player will send you the video (we will just redirect it to your e-mail) and where exactly should we send it.

You can just send it to this email address.

I sent a text but got no response.

Good afternoon

Please send the requested information to the email address

support&@1win.social

Best regards, 1win team.

Thanks, 1win team!

Forwarded player's e-mail to you.

Good afternoon

Unfortunately, the file you sent us does not open. We ask didzl308 to send the information to the email address.

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

Best regards, 1win team.

It says the file won't open. What should I do?

didzl308, please, use other cloud storage (Google drive, Dropbox, Microsoft Drive) to upload the video and then send the link to 1win support along with your nickname and include me in the recipients list (Cc).

I have seen your video and it is a good piece of evidence and I am sure that the casino will accept it as soon as they will be able to have a look at it, we just need to have a little more patience.

Yes, please, send it there. Also, you will need to make this link available to everyone. I have marked your message which includes the link as "Sensitive information", so only I and the casino can see it.

How do I make it visible to everyone??

This is the brief explanation form the ChatGPT:

"To make a file accessible to all visitors through a link on Google Drive, start by opening Google Drive and logging into your account. Locate the file or folder you want to share and right-click on it to select "Share." In the sharing settings window, change the access from "Restricted" to "Anyone with the link" by clicking the dropdown menu next to the link. Adjust the permission settings to determine whether visitors can view, comment, or edit the file. Once you've set the desired permissions, click "Copy link" to copy the shareable link to your clipboard. You can then share the link with anyone through email, messaging, or any platform of your choice."

Thank you!

1Win Casino, player has sent the video here and, I assume, sent it to the e-mail. you can check it here for now.

Hasn't it been confirmed??

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

Thank you for the information. We have forwarded the request to specialists. User request number: PMNT-1794030

Best regards, 1win team.

Can I contact customer service with the request number??

didzl308, I guess you can but there is no need to do it as the casino already investigates the issue. They should let us know when they will finish.

 1win team, has there been any news from your team?

No, there is no news yet.

Good afternoon

We have checked your request. The funds have been returned to your game balance. Please try to withdraw again.

Best regards, 1win team.

Yes, it has been confirmed. It has been processed. Thank you.

didzl308, have you already received your funds?

Yes, I got it. It's resolved.

Dear didzl308,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru