1win Casino - Player’s struggling to withdraw their winnings.

Dear NicolasGgggg,

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. Could you please advise if you have wagered your deposited funds at least once before requesting a withdrawal? Was your account fully verified in the past? Have you tried communicating this issue with casino directly?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

If I have already done all that, even before he asked me to deposit that 15% and I did, now he wants me to do it again, but I don't have any more money !! 😢

Could you please advise if there's any other relevant communication between you and the casino? If yes, please forward it to petronela.k@casino.guru. Meanwhile, I would strongly suggest not to deposit anymore funds or pay additional fees. Thank you.

No, I haven't talked to them anymore ...

And yes, I'm not going to deposit anything anymore !!

I just want my money back !! 🥺

Thank you very much, NicolasGgggg, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear NicolasGgggg,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite 1win Casino to join this conversation.

Dear 1win Casino team,

Could you please explain the reasoning behind your decision to request NicolasGgggg to pay a commission from his winnings?

We would like to ask 1win 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’.

I think I am going to proceed to file a claim with the Prosecutor's Office !!

It is a lot of money, it is not fair that to receive the money if they are very fast and that in order to withdraw they put so many obstacles

Dear NicolasGgggg,

Unfortunately, we haven’t received any response from the casino, therefore, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Curacao Antillephone).

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Hello!

Our company never charges a commission from the user when depositing a game account or when withdrawing funds.

Please send to the company email payment details recharge to verify the information on your request. We will definitely look into the situation. 

Best regards, 1win team.

Thank you, 1win Casino team, for replying. It seems that NicolasGgggg was accessing the casino using domain name ‘1wiiz.top’. Could you please advise if this was a valid working link to the casino back in June/July 2021?

Dear NicolasGgggg,

Please kindly follow the instructions given by the casino team. In case you’re experiencing difficulties replying to this thread, feel free to contact me via e-mail. My address is andrej.p@casino.guru.

Hi Andrey!

We have checked the information and found out that in June/July 2021 this domain was not used by our site. 

However, we have great doubts about the authenticity of the screenshot, which was provided by the player, as it has nothing to do with our site. 

In order to get to the bottom of this situation we are awaiting the information requested from the player. 

Best regards, 1win team.

Dear NicolasGgggg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame we will close this complaint as 'Rejected'.

Dear all,

Considering the information provided by the casino, without the player’s cooperation, we’re not able to proceed with the investigation or suggest possible solutions. The case will be closed as ‘Rejected’.

The player can reopen this complaint anytime.