The player from Nigeria had had a pending withdrawal request with 1win that had been stalled for a week. Despite having provided all the required identity documents, the casino had suggested a waiting period of 14-30 days to process the withdrawal, which the player had found unreasonable. We had advised the player to be patient and wait at least 14 days after requesting the withdrawal before submitting a complaint. After extending the complaint resolution timer by 7 days, the player had confirmed that he received his payment. Consequently, we had marked the complaint as 'resolved'.
1win Casino - Player's withdrawal has been delayed.
Amount: 26 ₮
1win Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Email: e***@gmail.com
User ID: 49***554
It's been a week since I requested for a withdrawal from 1win and it's still pending till this very moment.
They refused to pay me my money.
They requested for documents proving my identity and I've sent everything to them still they've refused to pay, they even sent me a mail suggesting I wait for 14-30 days to get my money out. The incident has really been a horrible one for me.
Funding my 1win account was very easy, I funded twice successfully, but they've refused to pay me my first withdrawal. 26.77 USDT.
I have screenshots of the transactions, the photo attachment is refusing to upload I don't know why.
Please help me tell 1win not to scam me, I never thought they were scams before I funded, I just want my money back.
This experience is a very horrible one for me and I now sincerely doubt if 1win casino is legit and not scam.
Public
Public
6 months ago
Dear ernyfred,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
6 months ago
Dear ernyfred,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
6 months ago
Dear ernyfred,
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,
Kristina
Casino.Guru
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