1win Casino - Player’s withdrawal has been delayed.

I have already sent all my documentation and all my identity documents.

I do not understand why so much hassle to withdraw funds if when you make a deposit it does not take even 1 minute, it should be the same procedure. I am still completely frustrated and disgusted with 1win because I have been trying to get MY money back for more than 1 month, and they tell me 14 days to send a letter.

Additional comments from the player:

"i have been waiting for my withdraw for 5 days . they asked about my documents and i sent my all documents they want . now i go through coustmer care so they said you have to wait . i asked about my money safe or not so they said we will send latter after checking . so why in deposit you only take 1 minute . i know you did my all withdraw but every time my withdraw took so many days . but every time your answer is oky we will do your withdraw but this this your answer is different . what happened ,why are you not telling me?????"

Dear dushyant7105,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hi i made withdraw request 7 days ago . and this is not my first withdraw , this is my 8 or 9th withdraw. every time my withdraw took 1 or 2 days . but this time my withdraw taking time so i sent mail to the company . 1st they asked about my documents so i submitted my all documents which they want . and after i sent mail again about my withdraw so thay said within 14 days latter will be send to you after checking my game account . but I don't understand why are they doing this time .and my account is fully varified . and i ask them that my money is safe or not and withdraw will work or not so those people are not saying anything that's why i am scared . please help me .i think this time withdraw amount is big that's why withdraw not working????

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. 

I will set the timer for additional 7 days and if there’s no development by Tuesday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

you didn't understand what i am Said , this is not my 1st withdraw and my every withdraw took only 1 or 2 days and i asked to coustmer to why my withdraw is too late so he said your withdraw will be done as soon as possible and your money is safe , this was his answer that time , and now i asked them to my money is safe or not and withdraw will be done or not , his answer is we can't say anything . that's why i am scared . i know casino has a rules ,but only this time , i made so many withdraw before and credited in my account but this time my amount is big so they not giving any answer . but i respect your answer i can wait till Tuesday as you say . i hope you understand what i am trying to say.. please help me 🙏🙏

Thank you very much for your cooperation and understanding. I will check back with you on Tuesday.

ok yeah please

hii today is 11 day of my withdraw still is not done , please help me .1win is took only 2 days to withdraw but today is 11 day still not done . as i said i sent my all documents which is thay want and my account is fully varified and this is not my 1st withdraw . i hope you understand my problem . please 🙏 please help me

Thank you very much, dushyant7105, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

oky

Hello dushyant7105,

I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello!

Thank you for your feedback!

At the moment you need to verify your game account. Verification procedure is a standard procedure to confirm the identity of the user. Do not worry, you will surely get the answer within a specified period from the mail address of our company. Please note that in accordance with paragraph 11.3 of the rules of the site, the section of the General Terms and Conditions during the verification procedure may be limited withdrawal of funds from the client's account. Please wait for a reply from our company's mail address.

Regards, 1Win team.

i already verified my account before . and this is not first withdraw . this is my 9th withdraw . you said within 14 days latter will be sent . but today is 20 day still i didn't receive any answer . i sent my all documents before 20 days ago . now you need to understand . if you doing like this than how can we trust you . i humble request to you that please do my withdraw .

you said you will get sure answer but what i do with answer . if your answer is not giving my withdraw than . you can check my account that i played casino with no wrong than why are you not doing my withdraw.

please casino guru help me . i talked with coustmer of 1win , still they didn't give any genuine answer . i attached images so you better understand. please help i need this money.please

Hello!

Within 14 days, you will receive a letter on the results of the verification of your gaming account (the maximum period, if additional checks are necessary, can be up to 30 days from the date of the request). 

Regards, 1Win team.

i don't want to wait please help casino guru . viliam please help . i will go casinos license authority.

Dear Casino,

I'll set the timer to 14 days, I would like to ask you to update this thread in the mentioned period and let us know about the next steps.

but how many times i will wait after 14 days they again say that within 14 days latter will be sent . this is not fair. i have been waiting for 1 month . even they didn't answer me that money will be credited in your account ,they only Said latter will be sent , what i do with latter . i can't wait now , please understand i need this money but if not than ok . but now i want to tell everyone and licence authority . because i don't want to happened this with everyone .

In case you'd like to contact the licensing authority, here is the contact: certria@gaminglicences.com

ok thank you

hi viliam i sent mail to license authority. now there any thing that i would do .

hi viliam please tell me what i should do now ?

Dear dushyant7105,

now you should wait for Casino's or License provider's answer.

ok i will wait

Dear dushyant7105,

you should check our webpage and review of 1win Casino: https://casino.guru/1win-casino-review and decide if you want to continue playing there. This Casino is rated 2.3 out of 10 points which means that it has a very bad reputation. If you want to play in a better-rated Casino you can point your cursor on the top line on "Online Casinos" and then click "Top online casinos".

Since you've received your winnings we consider this complaint as resolved. Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru