The player from Kenya had been waiting for a withdrawal, but the 1win website failed to send the withdrawal code to his email address. He had confirmed that his email was correct, the customer care had been unresponsive, and there was no active bonus involved. However, due to his lack of response to our further queries, we were unable to proceed with the investigation or provide potential solutions to his issue. Consequently, the complaint was rejected.
1win Casino - Player’s withdrawal has been delayed.
Amount: KSh2,500
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
The 1win website is not sending the withdrawal code to my ema even after resending it.It's been months now and i can't withdraw funds.The email reads ".om" instead of ".com" Please do something.
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11 months ago
Dear Mowtah,
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.
- Do I understand correctly that you mistakenly registered an incomplete email address when opening your casino account?
- Have you tried to communicate this issue directly with the casino?
- Were your winnings accumulated with or without an active bonus?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Dear Mowtah,
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.
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11 months ago
1:My email was correct.
2:Customer care wasn't responding.
3:There was no active bonus,it was just my deposit.
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11 months ago
Can you please specify when you initiated the withdrawal and when you intended to update your email address? Thank you.
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11 months ago
Dear Mowtah,
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.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
