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

Hello,

I have problem with 1win casino. I requested a withdrawal of 48617 inr on 29 th may @1:20 am. And it showed successful on 29 th may @ 1: 40 am on their website . But I did not received anything in my bank so i contacted them to chat support. 1st they asked me to wait 48 hours then 72 hours. After that they asked me to submit bank statement from withdrawal date till the date. I submitted then they asked me to submit a whole last month's statement which was not required so i questioned and then emailed them. Then they replied that I have entered wrong bank account details. I double checked my account details before withdrawal plus if the account details were wrong then IFSC code and name would not match and transaction would not gone properly. So i asked them to show me where I made mistake on their website or give any proof but they are not responding. Also I submitted my account statement almost 3-4 times.

Dear kshingala177,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They are saying that I have entered a wrong account details but i have double checked account details before entering and there's not showing any account details of mine showing on it'a website where I can verify that my account details were wrong. If account details were wrong then how can possibly transaction went successful? Also I checked with my bank there's no such account number even exists they are claiming i entered.

Dear kshingala177, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you received any official written confirmation (email or message) from the casino showing the exact bank details they have on file for your withdrawal?

Can you provide any screenshots or documentation from the casino’s website or chat that show their claim about the wrong account details?

Have you asked the casino to provide proof of the transaction being sent to the incorrect bank account (such as a transaction ID or bank confirmation)?

Did you use the same account details for previous successful withdrawals from this casino?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Received money. Please close this complaint

Dear kshingala177,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru