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

As a customer of 1win, I am extremely disappointed and frustrated with the delayed withdrawals from my account. I have been waiting for more than 14 days for my withdrawal request to be processed, and despite submitting my KYC documents over two weeks ago, I have still not received my funds.

To make matters worse, my attempts to contact 1win's customer service have gone unanswered. I have sent multiple emails to their support team and have yet to receive a single response. Additionally, I have reached out to their customer service manager on Telegram, but my requests have been ignored, despite being read.

This lack of communication and transparency is completely unacceptable. As a customer, I should not have to wait this long for my own money, especially when I have already fulfilled all necessary requirements. I am beginning to feel like I am being scammed by this company, and I am not alone.

After researching online, I have found numerous complaints from other customers who have also experienced similar issues with delayed withdrawals and poor customer service. It is clear that 1win needs to make some serious improvements to their operations and customer service in order to regain the trust of their users.

I urge 1win to take immediate action to address this issue and to improve their communication with customers. They must provide a clear timeline for when my withdrawal will be processed and respond promptly to any future inquiries. My 1win ID is 25***663.

I have no other options now, and I hope Casino Guru can help me contact 1win and provide a reasonable response.Thank you so much.

Dear anran,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

I have never successfully withdrawn money before. I submitted my first withdrawal request on February 4th, but it was soon rejected. I asked the online customer service and they told me to resubmit the withdrawal request. I have tried dozens of times but still can't withdraw. I have never used any bonuses. The current withdrawal is still in pending status. I have sent you a screenshot of my first withdrawal request. It has been almost 30 days now.

I can understand a casino's need to verify player withdrawals and the wait times involved, so when they repeatedly rejected my withdrawal requests and asked me to wait 48 hours, and then 14 days, I didn't complain and silently complied. However, it has been well over 14 days now. When I inquire about the status, I receive no response, which is unacceptable. Even a message asking me to be patient would be better than no response at all, but I haven't received any reply from them. The customer service manager on Telegram has read my message but didn't reply, and emails have gone unanswered. This has left me extremely frustrated, and I am in a state of anxious waiting every day.

I am very grateful for having the platform of Casino Guru to expose the true attitudes of casinos towards players and to let more players know which casinos should be avoided and which ones are worth playing. I extend a special thank you. I also hope that the people at 1win can see that we will not sit idly by in the face of any rude treatment and neglect. We will make our voices heard, even if it doesn't make a difference right away. But one day, your actions will receive the consequences they deserve.

Thanks again to Casino Guru.

Thank you, Kristina.

Thank you very much for your reply, anran. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.

Dear Kristina，

All my email communication with 1win is here. I submitted my KYC documents on February 15th, and they said they would reply within 14 days. However, after 14 days, I messaged them, but they haven't responded since then, as if they disappeared. I would be extremely grateful if you could help me contact 1win and get an explanation from them.

Best wishes，

Anran

Hello Kristina，

I have been waiting for over 30 days and still haven't received any email response from 1win. Today, I contacted their online customer service and Telegram customer service, but they just told me to continue waiting, as they always have. I never imagined that a company could treat its users like this.

Thank you very much, anran, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear anran,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you, CasinoGuru and Stefan, for your patient replies and for helping me contact 1win. However, I am confused as to why my KYC verification is taking so long, especially when other players on the platform have reported completing theirs in just a few hours. I am extremely disappointed with the continuous waiting and lack of clear explanations for the delay. How much longer do I need to wait, and why? Is it because I am from China? When I joined 1win, they welcomed Chinese players, but now it seems like I am being treated differently during verification.

I have been playing games, making deposits, and withdrawals on 1win according to their rules, but I have not received my funds despite waiting for over 30 days. Initially, I was told to wait for two days, then fourteen days, and now it has been more than a month without any updates. I have noticed a sudden influx of five-star positive reviews on 1win, using similar templates and phrases. Are they genuine reviews?

I am extremely disappointed with 1win, and I am unsure if they will even respond to my messages. If they do not respond, I will continue to file my complaint and make more people aware of their actions.

Good afternoon

Player verification completed successfully. The withdrawal is available in full.

Sincerely, 1win team.

Dear anran,

Did you manage to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Thank you 1win, thank you Stefan. I just logged into my account and found that the withdrawal from a month ago has already been credited to my wallet. I have now submitted my remaining withdrawal request and will see how long it takes to arrive. Once this remaining amount is received, this complaint can be closed. Thank you, Stefan. Without your help, I really don't know how long I would have to wait.

Dear anran,

Thank you for your response and the information provided.

Please let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Thank you Casino Guru, I have received my money.

Dear anran,

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,

Stefan