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

Dear AyeDemarco,

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,
Complaints Resolution Center

Me acaba de llegar un mail diciendo que mi cuenta fue bloqueada y no se puede restaurar, es una mentira absoluta, se quedaron con mi dinero. Reclamo que se me devuelva mi dinero depositado y jugado, me acusan de acciones fraudulentas????, ya no saben que hacer para sacarle el dinero a la gente, no basta con los ludópatas que también estafan para quedarse con el dinero de la gente que juega moderadamente como es mi caso.

1win les exijo que me devuelvan mi dinero.

Dear AyeDemarco,

Have you received your withdrawal from the casino yet?

Thank you for your reply, AyeDemarco. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the casino regarding the blocked account? 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.

Thank you very much, AyeDemarco, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, AyeDemarco,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw her winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Estimado Casino Guru, me parece fuera de lugar ocultarme la supuesta información con argumentos de parte de casino 1win, yo soy una de las partes, es claro que no quieren que vea el ya modus operandi para estafar gente, así no puedo refutar sus mentiras. Me gustaría que loa argumentos e información estén disponibles para ambas partes. Gracias. Se ve que asi ocultan mejor lo que hacen.

los de casino 1win

Saludos

Aye

Dear AyeDemarco,

The provided details show that there are intersections between your disputed account and another casino account in 1win Casino in personal data/payment method(s) that could not have been used in the linked account without your knowledge, or alternatively, if those data belong to another person, it could not have been used in your disputed account by mistake or without the data owner's knowledge.

There are industry-standard rules saying that each player is allowed to use only his own payment method/funds in their account, and is obliged to verify all the payment methods used in their casino account for deposits and withdrawals in order to withdraw anything from their account.

Please note that it is not important whether you managed to withdraw any winnings from the casino in the past because online casinos are not obliged to make verification or perform additional account activity checks earlier than upon requesting a withdrawal or a withdrawal of a higher amount, depending on a particular casino. However, in this case, based on the above-stated, it is clear that the KYC/verification is impossible, and the disputed account did not pass the additional checks.

After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts or collusion and unsuccessful KYC.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1win Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru