The player from Brazil is not able to request a withdrawal. We rejected the complaint because the player didn't respond to our messages and questions. The player later reopened the complaint and confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
1win Casino - Player's struggling to withdraw their winnings.
Amount: 3,505 R$
1win Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made several withdrawal attempts. None are processed. Every time I contact the live chat the answers are always the same. And at the end of it all, it asks to send it to the email, which they can't solve.
In the email... No one responds for more than 03 weeks. I sent several emails, from different places.
In short: My money is stuck.
Automatic translation:
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2 years ago
Dear Lucasdarkness,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your withdrawals have been pending without being processed? Or were all your withdrawal requests rejected?
Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
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,
Kristina
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2 years ago
Translation
Thanks for the answer.
My withdrawals are pending without being processed.
I made 10 withdrawals in total.
About KYC: I try to send my documents, support always tells me there is no need and full use of the platform is available; I get lost because I want to validate my data and I can't.
I await your reply. hugs
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2 years ago
Thank you for your reply, Lucasdarkness. Could you please advise when exactly you requested these withdrawals? Do I understand correctly that all of them are marked as pending from the moment you requested them?
Have you accumulated your winnings with or without an active bonus, please?
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2 years ago
Dear Lucasdarkness,
We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.
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2 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Lucasdarkness, before we move forward with this complaint, I would like to kindly ask you to get back to my message from the 17th of June and answer my questions. Thank you in advance for your reply.
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2 years ago
Translation
The contact with their email responded to me. But they limited my entire account. Maximum bet of R$6
However, after 1 month, they paid me.
Automatic translation:
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2 years ago
Thank you for your reply, Lucasdarkness. Do I understand correctly that you have received your withdrawal? Can we now consider this complaint resolved?
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2 years ago
Translation
I received my withdrawal, With much suffering.
If you need your amount, less than 30 days after deposit. I recommend taking care!
Automatic translation:
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2 years ago
I am happy to hear that you have finally received your winnings, Lucasdarkness. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
