The player from Argentina is experiencing issues with withdrawing their winnings through both Astro Pay and a bank account transfer. Player stopped responding to our question therefore the complaint was rejected.
1win Casino - Player's withdrawal has been delayed.
Amount: $123,965 ARS
1win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I need to know the reason why the withdrawals are not reaching my account... I already tried from astro Pay and now through a bank account and NOTHING!! I HAVE A LOT OF MONEY HELD IN THE CASINO AND I CAN'T GET IT OUT!!!! I NEED ANSWERS NOW!!! My account ID: ********
Edited by a Casino Guru admin
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1 year ago
Dear RoAr22,
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. Could you please advise if you currently have any pending withdrawals? If yes, when exactly did you request them? Have you made any successful withdrawals before?
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
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1 year ago
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Hi Kristina, I still haven't been able to make any successful withdrawals! I have pending withdrawals dated 08/8/2023 which amount to $123,965 Argentine pesos. At first I tried to withdraw through astro Pay, but after a few days without having favorable results I decided to try another withdrawal method and use a bank account, but I am not having results either! I see the balance in yellow "waiting" I need to know if there is something wrong with my account or the problem is the CASINO, because I have been reading many complaints about this casino and the truth is that it generates distrust and fear in me knowing that perhaps not I can get my money back! I await your response and the solution to this problem! Thank you!
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1 year ago
Thank you for your reply, RoAr22. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene, so please, do not cancel your pending withdrawal requests for now. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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1 year ago
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Hello, any news about my case? I still do not receive the money
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1 year ago
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Hello, good afternoon.... I wanted to know if there is any news about my case? I still do not receive the money to my bank account
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1 year ago
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Good morning, 2 weeks have passed since my claim... I want to know if there is any news? I need the money
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1 year ago
Thanks for the updates. Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?
Additionally, if possible, please post a screenshot of your withdrawal history here.
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1 year ago
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Hello, I accumulated my winnings WITHOUT ANY BONUSES. and pass ALL verifications to create my account. Attached screenshot where you can see the withdrawal attempts.
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1 year ago
Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
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I used the chat on the platform provided by the casino, but they did not give me any kind of solution. That is why I am turning to you to help me recover the money from my winnings.
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1 year ago
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The support chat provided by the self-delete casino apparently leaves no logs.
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1 year ago
Thank you very much, RoAr22, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 year ago
Hello there,
Thank you RoAr22 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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1 year ago
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Ok.. I'm waiting for a favorable response then. Thank you
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1 year ago
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Good afternoon
We sent the player a letter requesting documents. The player did not provide the requested data and did not respond to requests.
Sincerely, 1win team.
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1 year ago
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What data and what requests? explain well please
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1 year ago
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They let me deposit in the CASINO perfectly but when it comes to withdrawing the winnings they put you in a lot of trouble!!!!
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1 year ago
Dear RoAr22, I believe you are in the process of verification. Please check your email for any communication from the casino about verification and send all the required documents and you will be able to withdraw your winnings after they're verified. This is a standard industry process.
I have checked the casino's rules and you will need to provide one of these documents depending on what they requested in the email:
11.3.1 proof of identity (including but not limited to copies of a valid passport/identity card and/or any payment cards used),
11.3.2 proof of address, including but not limited to a recent utility bill (should be no more than three months old),
11.3.3 copy of a recent credit/debit/bank account statement related to a payment method used (should be no more than 3 months old).
Please provide the documents or we will be forced to reject your complaint for not cooperating with the casino.
Thank you in advance!
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1 year ago
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I need you to provide me with an email so I can send all the required documentation to the casino in order to withdraw my money...
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1 year ago
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I do not have any email from the casino requesting any documentation... please I need the casino to send me an email again specifying what it needs to verify my account.
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1 year ago
Dear 1win Casino, would it be possible to resend the verification emails to the player?
Thank you in advance!
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1 year 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 year ago
Dear RoAr22, I kindly ask you to please provide the requested documents to the casino or we will have to reject your complaint due to not cooperating with the casino.
Thank you in advance!
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1 year ago
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It can't be that I have to wait 1 week every time the CASINO has to respond... send me the email and stop going around now
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1 year ago
I would recommend checking all the folders in your gmail like spam to make sure you do not have not received the emails. Hope this helps!
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1 year ago
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I already checked everything... I have nothing
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1 year ago
Dear 1win Casino Team, would it be possible to submit the verification documents by any other means like using live chat for example?
Thank you in advance!
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1 year ago
Translation
Currently, documents are accepted only by email. We see that letters are successfully sent both to this user and to a large number of other players who contact our email.
Dear RoAr22, You can send an email to our email address security@1win.xyz and provide the following information for the initial request:
1. proof of identity;
2. utility bill with proof of residence;
3. a picture of Your face with an identity document in a well-lit room (selfie with identity document).
Best regards, 1win team.
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1 year ago
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Ready, perfect. Right now I am sending you what you requested. I have a question, what does Point 1 "proof of identity" refer to specifically, what do they need as valid proof?
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1 year ago
I have checked the casino's rules and you will need to provide one of these documents:
11.3.1 proof of identity (including but not limited to copies of a valid passport/identity card and/or any payment cards used),
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1 year ago
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Ok, thank you very much, now I do it and send all the documentation.
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1 year ago
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Once everything is sent, how long does it take to verify my account?
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1 year ago
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Good morning, I have just sent all the documentation required by the CASINO in order to be able to complete the validation of my account, also as a test and so that it is recorded in this conversation, I attach a screenshot of the aforementioned, said email was sent from my personal GMAIL account to security@1win.xyz
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1 year ago
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Good afternoon
The user has successfully passed verification. Withdrawal available
Best regards, 1win team.
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1 year ago
Thank you very much for the update. We will keep this complaint open until RoAr22 confirms their withdrawal has been successful. Please keep me informed about any further developments.
