HomeComplaints1win Casino - Player’s withdrawal and deposit pending after verification delay.

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

Amount: 195,000 INR

1win Casino
Safety Index:Above average
Submitted: 28 Jul 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 2h 44m 31s

Case summary

21 hours ago

The player from India, a VIP at 1win casino for 7 months, had a withdrawal pending since June 28. Despite submitting all necessary documents and being told to wait 14 days for verification, nearly 30 days have passed without resolution, leaving both withdrawal and deposit requests pending.

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3 months ago

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.

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3 months ago

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

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3 months ago

I have verified all national documents like aadhar card, pan card and utility bills. after 14 days i have contacted them again they send me same email. i have got last reply on 14 july. After that i have not received any reply. My documents are successfully verified on 28 june.

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3 months ago

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

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3 months ago

ok

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3 months ago

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


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3 months ago
Translation

Good afternoon


vishvajit7889 , please send the trc20 crypto wallet details for a refund.


Best regards, 1win team.

Automatic translation:
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3 months ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 months ago

Dear vishvajit7889,


Have you received any update in your withdrawal process?

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3 months ago

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.


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3 months ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 months ago

Dear 1win Casino,


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


Thank you.

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3 months ago

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.

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2 months ago

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.

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2 months ago

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

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2 months ago
Translation

Good afternoon


We will provide an answer as soon as possible.


Best regards, 1win team.

Automatic translation:
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2 months ago

Dear 1win Casino,


Could you please provide clarification regarding the mentioned breached term?


Thank you.

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2 months ago
Translation

Good afternoon


The account has been blocked in accordance with Rules 9.7:


The withdrawal was sent to the details. vishvajit7889 , please confirm receipt of funds.


Best regards, 1win team.

Automatic translation:
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2 months ago

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.

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2 months ago

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

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2 months ago

Ok. I am waiting

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1 month ago

Dear vishvajit7889,


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


Thank you.

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1 month ago


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.

Edited
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1 month ago

Dear 1win Casino,


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


Thank you.

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1 month ago

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.

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1 month ago
Translation

Good afternoon


We sent the information to your email address. Please take a look.


Best regards, 1win team.

Automatic translation:
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4 weeks ago

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



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3 weeks ago
Translation

Good afternoon


We sent the information to your email address. Please take a look.


Best regards, 1win team.

Automatic translation:
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2 weeks ago

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.

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1 week ago

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.

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1 week ago

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

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1 week ago
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1 week ago

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

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21 hours ago

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?

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21 hours ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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