1win Casino - Player’s winnings haven’t been received yet.

hello , I have made a account on 1 win on 2 june 2024 and made my first deposit of 600 rs followed by my second deposit of 300 rs and i lost all that money.

After that in panic i made a deposit of 6000 rs in order to recover my lost money i bet with that 6000 rs and won my first bet in live casino game and got 11700 rs which i immediately put on withdrawal on 2 june 2024 at 3:02 pm .

Since then i waited almost 48hr for the withdrawal to be reflected in my account but it doesn't

After that i contact them via live chat inside the app from which i got no response and then i contacted them via their security email and they responded that they need some documents for verification and i send them what they needed but i never got a response back from them i mailed them again but still no response and also tried using their live chat but the agent that is supposed to talk to me just closes the ticket or never replies .

i request you to please look into this matter and ask the 1win team to look into my problem

Dear Dipankar-Das,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Dipankar-Das,

Have you received your withdrawal from the casino yet?

Dear Dipankar-Das,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes I have received thank you

Dear Dipankar-Das,

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,

Kristina

Casino.Guru