1win Casino - Player's winnings are delayed.

Hello,

On June 1st, I registered an account on 1vin. I won $330 and requested a withdrawal. The money was pending for a long time, so I contacted them. They asked me to provide documents, which I did by sending the requested photos. They then told me to wait up to 14 days, with a maximum of 30 days. I’ve attached a screenshot for reference. Now 30 days have passed and they are completely silent, and the money is still pending. I reached out to them multiple times after the deadline, but got no response. I also tried their site chat, where they told me a request was submitted and to check back later, without specifying when. Over the course of three days, I messaged them multiple times a day but received the same reply each time—"Please check back later, we are reviewing your request," with no timeframe provided. This situation is frustrating. Reviewing photos for 30 days and then ignoring me seems very strange. I’ve almost given up on receiving my money. Winning something for the first time and not being able to get it is really disappointing.

Hello Semen228,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. Yesterday evening I was given money. Sorry to bother you)

Dear Semen228,

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,

Casino.Guru