1win Casino - Player’s large withdrawal has been delayed.

Initially I made a withdrawal of $200,000 for which 48 hours passed and they never arrived, I spoke with the website support and each operator told me something different, the first, before 48 hours told me that I should wait, the second told me that I should I contacted the email to clarify, the third operator tells me that it was a problem with the payment transfer, in the meantime I invent who do I believe? Now the person who answers me in the email, who also answers everything in English and does not answer my concerns, only sends me a link where I must enter very sensitive personal information, they are telling me that I must wait up to 30 days to see if I can withdraw my money, my first withdrawal of $10,000 if I was able to do it, it was surely a trap so that I would later deposit a larger amount and then not be able to withdraw more, it is money that I need, I have written to different emails and only 1 responds without giving a solution .

Now I made a withdrawal of $10,000 and another of $50,000 to see if depending on the amounts they might take longer and both withdrawals are incomplete, I'm still waiting for a useful response.

My account is: 8*****0

If they give me a solution, I will post a positive review, if I don't have an answer, I will post a negative one.

I'll stay tuned, thank you.

Dear kobalvps,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Please understand, that without verifying your account, you won’t be entitled to any withdrawals.
• When did you request a withdrawal from the casino? Is it still pending in your account?
• Could you please share your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Good afternoon Tomás, I hope you are well, I will update the post with your questions.

Could you please let us know if your account has been fully verified?

A: I have registered email and also these documents that are extremely sensitive to me and that I still shared with you, have been approved.

Have you been told why you can't withdraw your winnings? Is this an internal problem with the casino system or is it solely related to your account?

A: Each operator within the web support gives me different reasons, the first operator tells me that the withdrawal can take up to 48 hours (nothing happened after 48 hours), the next operator tells me that the withdrawal was not processed correctly and that I must Do it again (I made 2 more, the withdrawal is not carried out correctly either) and the last operator tells me to send an email, in the email they tell me to send them my personal information as in the attached photo, already done.

When did you request a casino withdrawal? Is it still pending on your account?

A: The first withdrawal was 3 days ago after 48 hours.

I leave evidence of my money, withdrawals and the money left in my account, in case it disappears.

Money in account $219,042

Money withheld $76,503

Total amount $295,545

All of this can be seen in the image and my account number #8****0 can also be seen

I also record that 2 days ago they told me that I must wait 14 days.

and now they tell me again that in 14 more days, they are not even able to write a message correctly.

Thanks for the reply and explanation.

Have you received at least one of the 4 payouts since your last message?

Good afternoon, no Tomás, I canceled withdrawals that had been going on for more than 4 days and left only 1 (attached photo) from July 27, 8 days, thinking that having many withdrawals together could cause problems (due to banks and transfer limits for the first time)

Also comment that the email says that I must wait 14 days or even 30 days (it took 8 days) for a response as to whether MY ACCOUNT WILL BE APPROVED, that is, can they reject my account and never see my money again?

I spoke to them 4 days ago to see how the process is going and they have not given me a response, I censor my email and profile photo, since these are public in the complaints section

Talking to online support or Telegram doesn't help, they just say by mail.

Greetings.

They verified my account after 11 days, I made a withdrawal and it arrived in 4 hours. The casino works and it is not a scam. It was not the most pleasant experience since it never happened to me in other casinos like Stake, but hey, at least it wasn't a scam. Thanks for your help.

Dear kobalvps,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru