1win Casino - Player’s withdrawal and deposit pending after verification delay.

I am VIP player of 1win casino. I am player from 7 months. But on June 28 my withdrawal got pending. I have contacted customer support they told me to email security department. I have mailed them and stated my problem. They told me to send details for verification purposes. I have sent them all necessary documents. Then they replied and told me to wait for 14 days to complete verification. But now nearly 30 days passed but they are not verified my gaming account. My withdrawal request and deposit requests are also pending.

Please resolve my issues.

Hello vishvajit7889,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you vishvajit7889 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

ok

Dear vishvajit7889,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Добрый день!

vishvajit7889, отправьте, пожалуйста, реквизиты криптокошелька trc20 для возврата средств.

С уважением, команда 1win.

Dear vishvajit7889,

Have you received any update in your withdrawal process?

They have blocked my account and I am unable to login.

This is the not good decision for me as a loyal and vip player of 1win.

I am genuine player.



Please I request to reevaluate my profile and revise the final desicion. This will help for both in long term relationship.

Also please process my withdrawal on given trc 20 address.

Also reactivate my account and process my pending deposit request

of 100007 rs.

Dear 1win Casino,

Could you please specify, what exactly the player did to breach the mentioned term?

Thank you.

We would like to ask the 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’ which may negatively affect its rating.

We would like to ask the 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’ which may negatively affect its rating.

Dear 1win casino please process my payment on given trc20 address

Добрый день!

Предоставим ответ в ближайшее время.

С уважением, команда 1win.

Dear 1win Casino,

Could you please provide clarification regarding the mentioned breached term?

Thank you.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

Вывод был отправлен на реквизиты. vishvajit7889, просим подтвердить получение денежных средств.

С уважением, команда 1win.

I received the amount of 195000 on my trc 20 address.

But 100007 rs is still not received.

I have deposited Rs 100007 on 27 June through NEFT PAYMENT.

After successful transfer of money they blocked my account.

I tried to reach customer support but they told me to reach out to verification team.

I am attaching proofs of payment.

Hello vishvajit7889,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok. I am waiting

Dear vishvajit7889,

Could you please confirm, if you have been able to complete the following withdrawal?

Thank you.

I received the amount of 195000 on my trc 20 address.

My overall stucked money is Rs 295000

But 100007 rs is still not received.

I have deposited Rs 100007 on 27 June through NEFT PAYMENT.

After successful transfer of money they blocked my account.

I tried to reach customer support but they told me to reach out to verification team.

I am unable to attach bank statement pdf which showing payment I am attaching photos of payment.

Dear 1win Casino,

Could you please clarify, if there is any problem with the player receiving his last withdrawal of 100007 INR ?

Thank you.

We would like to ask the 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’ which may negatively affect its rating.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear vishvajit7889,

Could you please confirm, if I understand it correctly, that the amount of 100007 left your bank account, but did not reach your player account?

Dear 1win Casino,

Could you please clarify, which part of the 9.7 rule the player breached and provide supporting evidence?

Thank you

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear casino guru you have not understood this situation.

I have received 195000 rs withdrawal successfully.

But I have deposited 100007 rs in my 1win account but my money not replenished in my gaming account. I have raised complaint for this to 1win but they blocked my account and told to contact the verification team.

Now my issue is partially solved but still 100007 rs are pending in 1win bank account.

I am unable to send payment screenshots and bank statement here .

Please send me email id so I can send you payment proofs.

Dear vishvajit7889,

Could you please provide an original of bank statement, where it would be visible, that you sent the mentioned amount to the casino (partial screenshot you submitted to the thread is not a sufficient evidence).

Thank you.

I am unable to share pdf here. Please provide me email address where I can send you bank statement.

miroslava.d@casino.guru

I have sent bank statement and bank card screenshot where I have made payment.

Dear vishvajit7889,

It seems like your transaction hasn't reached casino's account. Sometimes there can be a problem with a transaction leaving sender's account and not reaching recipients account. This might be the case.

Would you be able to get in touch with the bank, and request information about the mentioned transaction?

Transaction is successfully reached to 1win casino but not replenished in the gaming account at those time. Please confirm it by casino.

Casinoguru please send the account statement to 1win casino and ask them about this issue.

Dear vishvajit7889,

Please send me an official statement from the bank, that confirms, the transaction has reached the casino, with evidence, that would confirm, that the bank account, on which the payment arrived belongs to the casino?

Thank you

Dear 1win Casino,

Could you please provide me with a screenshot or other proof of player's full transaction history?

Thank you.

We would like to ask the 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’ which may negatively affect its rating.

Dear vishvajit7889,

I am communicating with the casino outside of this thread. I will let you know, if there are any updates