1win Casino - Player's multiple withdrawals are pending.

****

s*****9@****.com

Total amount 310000INR.

Now I made withdrawal of 50000INR, 12 Hours completed but still my transaction not processed yet.

And none of my transactions (Small Transactions also) processed by 1win yet.

I tried take a help from them they told me to consult on mail.

I dropped mails but no response received yet.

Earlier of that, I had made withdrawal of all amount through IMPS,

Like 25000INR 12 times and 1 time 10000INR

But none of them processed yet.

Please resolve my problem as soon as possible.

And some day ago one withdrawal of 30000INR, I made a withdrawal of that and it got failed and not credited back to my virtual account and not received in the bank account .

I attached screenshots of that,

Dear snehankiton,

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, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Tomas

Yes I filled full details In profile also added email id, And I also told this issue in 1win chat section they given me this (security@1win.xyz) email directly.

I asked them many times what is the problem, how can I fix it. But they nothing told me.

They only use to say me like,

(Regarding this matter, sadly, I’m not able to assist you. You need to contact via email security@1win.xyz Please indicate your account ID and a brief description of the issue. If your personal email is not linked to your account in the "settings" section, I recommend you to specify it as well, for the fastest consideration of the application).

I also sent them Mails 2-3 times but no response got yet.

And none of my transactions are processed by 1win.

I use only IMPS Method to withdraw money as they suggested me.

This problem is happening with my profile Only but from 1win casino their system problem.

They also not giving me solution.

Today Again my 50,000INR transaction got cancelled automatically and my profile also got logged out automatically.

I attached screenshot

Dear snehankiton,

Have you been asked by the casino to verify your identity casino? Have you submitted documents for this purpose?

I checked the casino's terms and conditions and found this:

11. Your identity. Protection from money laundry 

11.1 Please note that name and date of birth on your Account must match your true and legal name and identity.

11.2 The name on your Account registration must match the name on the credit card(s) or other payment accounts used to deposit or withdraw monies into/from your Account Balance. 

11.3 To verify your identity, address and/or payment account (‘identity’) we may request at any time: 11.3.1 proof of identity (including but not limited to copies of a valid passport/identity card and/or any payment cards used),

11.3.2 proof of address, including but not limited to a recent utility bill (should be no more than three months old), 

11.3.3 copy of a recent credit/debit/bank account statement related to a payment method used (should be no more than 3 months old).

11.4 If you do not supply such documentation to us and/or if we are unable to satisfactorily verify Your identity within a reasonable period, determined by us, we reserve the discretionary right to: 11.4.1 withhold the balance in your Account until our verification process is completed satisfactorily,

I'll await your reply.

Yes received a mail from 1win and they asked me to submit documents.

Like,

"To conduct a comprehensive and objective verification, please provide the following information to our e-mail address:

1. proof of identity;

2. utility bill with proof of residence;

3. a picture of Your face with an identity document in a well-lit room."

And later I submitted documents all which they asked me to submit.

Then I got this reply,

"Hello!

Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)

Sincerely, 1win

team."

Still awaiting for their reply, this was done 1week before from today.

Hopefully thinking that my problem will get solved.

I'll inform here about whatever happens regarding this.

Thank you very much, snehankiton, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Dear snehankiton,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have the withdrawal requests been rejected from your side due to unfinished verification?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good afternoon

Yes, the player has not yet received his withdrawal, as his account is being verified.

The player submitted the documents on August 1, and received a letter about the timing of the verification - up to 30 days.

As soon as the verification is completed, the user will receive an email with the results. There is no cause for concern, the deadlines have not been violated.

Sincerely, 1win team.

Thank you, 1win Casino, for your quick response.

Dear snehankiton, as you can see, your documents are now being verified so the only option for you is just to wait until the verification procedure is completed. Also, I'd like to advise you fully cooperate with the casino if they would require any additional information in the meantime.

I'll set the timer until the end of August and then check if the verification will have been conducted by this time.

Please, keep us informed if there's any news.

Regards,

Natalia

I Received Message on my WhatsApp Platform From 1win Customer Care.

He asked me for my gaming ID, and I given only my gaming ID not password.

And then he told me details last transaction of deposit and Available Balance of 1win Wallet.

And then he told me in our mother tongue language that he is 1win customer care and he is here to help me.

He Made 4 withdrawals of 50,000 INR.

I attached screenshots below, please verify and tell me this is reliable or not.

Awaiting for your reply and Thankyou So Much Casino Guru and 1win.

Dear snehankiton, have there been any updates since your last message? As I can see from the attached screenshots, you had 4 pending withdrawal requests. Any progress since then?

As i have stated above about 1win care support contacted me.

He made 6 withdrawals of 50000 INR, Total 3,00,000 INR.

I Only Received 2 withdrawals in my bank account of 50000 INR, Total 1,00,000 INR.

Still 2,00,000 INR Pending, but the problem is that in 1win website they marked transactions as green (as a successful transaction). I haven't received any amount in the bank account.

As i contacted to 1win care support they said it's in process from their side. I don't know how much time they gonna take now for this, already more than 1 month they spend on this.

Please solve my withdrawal problem as soon as possible.

I attached screenshots of the 1win and Bank Statement.

Dear snehankiton, thank you for the updates. I'm glad to hear that you have received at least 2 of the withdrawals to date. Sometimes it may take up to a few weeks until payments are processed by the third-party payment provider. Since 2 of the withdrawal requests successfully reached your bank account, I believe it's just a matter of time until the rest is credited to you.

I'll set the timer for 2 more weeks, please keep us informed if you receive further payment. If not, we'll contact the casino again.

Dear snehankiton,

Have you received your withdrawal from the casino yet?

I didn't received any withdrawal from that amount after 1,00,000 INR.

I had extra amount of 8567 INR I made a withdrawal of that and I received that amount instantly but I haven't received 2,00,000 yet, in website it's showing as transaction completed but I received only 1,00,000 INR from 3,00,000 INR.

Thank you for the information, snehankiton.

Dear 1win Casino, can you please check if the payments were processed by you? If yes, can you please send me any screenshots from your payment processor (natalia.b@casino.guru) so that we know everything was settled from your side?

Regards,

Natalia

Good afternoon

Sent information to the email address natalia.b@casino.guru

Look here please

Best regards, 1win team.

Thank you, 1win Casino, I've received the email and just sent you a reply asking to explain some details.

Dear snehankiton, can you please specify if you used only one payment method for your withdrawal request? Does the bank account ending with 1686 also belong to you?

I have mentioned my bank statement of my account in previous message.

I don't have any bank account ending with 1686,

My bank account ending with 0590.

And I have received 3 withdrawals from 1win, 1) 50,000 INR 2) 50,000 INR 3) 8567 INR.

And I'm still waiting for other 4 transactions of 50,000 INR each.

This doesn't belongs to me.

And I only used IMPS Method for withdrawals.

And in 1win casino terms and conditions they already mentioned that, "The name on your Account registration must match the name on the credit card(s) or other payment accounts used to deposit or withdraw monies into/from your Account Balance."

Please solve my withdrawal problem, why I'm having this much trouble in withdrawals.

I'm awaiting,

Hopefully thinking that my problem will get solved.

Thank you for the reply, snehankiton.

Based on the information provided by the casino, there may be some issues with the bank account numbers. So I want to ask 1win Casino to check again the bank account numbers where the funds were sent and provide us with an explanation as to why there are two different numbers, one of which the player claims to have nothing to do with.

Dear snehankiton, according to the information from the casino representative, players enter the withdrawal details fully by themselves, so the casino approved your requests with the bank account number you have written by yourself.

Could you please specify if the name Sanket L. tells you something since this is the name that you seem to put for withdrawal requests for bank account 50****1686?

I'll need full information about this here or on mail (s*****@gmail.com)

Full Name

Account No.

IFSC Code.

Please forward this details as soon as possible.

And How is this possible that my money withdrawal done on others account.

As 1win casino mentioned in their terms and conditions.

"11. Your identity. Protection from money laundry

11.1 Please note that name and date of birth on your Account must match your true and legal name and identity.

11.2 The name on your Account registration must match the name on the credit card(s) or other payment accounts used to deposit or withdraw monies into/from your Account Balance."

Please solve my problem and please send me the details above I asked for.

Why I'm not getting any response from your side for my account related problems.

Please provide me the details which I have asked for.

I should know whole things related to the problem of my account transactions.

I just wants to know the name and account Number where the amount has been credited.

Dear snehankiton, withdrawals at 1win work in such a way, that a player provides manually all the data, and the casino only approves or declines a request. In your case, the casino approved your withdrawal requests to the bank account that was manually written by you 4 times, so you should be aware of the bank account to which the money was credited since you entered those numbers on your own.

As we have seen the confirmation from the casino, that the payments were approved, you should have received the money by now, considering that you already got some of the payouts earlier. Since the casino fulfilled its obligations, I'd recommend you check again all the bank accounts you used for withdrawal.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia