HomeComplaints1win Casino - Player’s withdrawal has been delayed for over a year.

1win Casino - Player’s withdrawal has been delayed for over a year.

Amount: 14,000 ₦

1win Casino
Safety Index:Above average
Submitted: 31 Aug 2024
Case opened Current status

Waiting for player to reply

5d 3h 46m 10s

Case summary

2 days ago

The player from Nigeria has been attempting to withdraw their funds for over a year without success. When contacting customer service, they only take the account ID and promise to send an email, which the player never receives.

Public
Public
2 months ago

I have been trying to withdraw my funds from the casino for more than a year now. They didn’t pay my money and when I contact customer service they just take my account id and tell me they would send an email to me which I never see. file

Public
Public
1 month ago

Hello johnbtc16,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Public
Public
1 month ago

I accumulated the winnings with real money. My account isn’t verified. The casino customer support didn’t tell me I needed to verify my account they just say I would soon receive my withdrawal

Public
Public
1 month ago

Dear Johnbtc16,

I hope you're doing well.

Could you kindly confirm whether you have received any of the previous withdrawals shown in the screenshot you provided? Additionally, have you attempted to use a different payment method for your withdrawals? If possible, it would also be helpful if you could forward the communication between yourself and the casino to nikolas.b@casino.guru. This will assist us in reviewing your case more effectively.

Best regards,

Nick

Public
Public
1 month ago

I didn’t receive any of the previous withdrawals.

Public
Public
1 month ago

Dear johnbtc16,

I hope this message finds you well. I would like to ask for some clarification regarding the screenshot you provided. It indicates that the previous transactions were marked as completed. Could you kindly explain whether these transactions were canceled by you, or was it the casino that took this action?

Additionally, it would be very helpful if you could forward any communication you've had with the casino to nikolas.b@casino.guru. This will allow us to better understand the situation and assist you more effectively.

Thank you for your cooperation, and I look forward to your response.

Kind regards,

Nick

Public
Public
1 month ago

They where all marked red that’s because I cancelled and placed withdrawal again. So they aren’t processed withdrawals.

Public
Public
1 month ago

Thank you johnbtc16 for all the information provided to us so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Public
Public
1 month ago

Thank you.

Public
Public
1 month ago

Hello, johnbtc16,

I am sorry to hear about your trouble and 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 the casino representative to join this conversation and participate in resolving this complaint.


Dear 1win Casino team,

Could you please look into the user's issue and provide us with an update on the pending withdrawal?

If I understand the situation correctly, the problem is the player's last pending withdrawal of 14,000 NGN. Can you please provide us with an estimated time frame for processing the payment or what needs to be done on the player's side to expedite the process?

Thank you.

Public
Public
3 weeks ago
Translation

Good afternoon


Dear johnbtc16 , please complete the verification to confirm your identity by contacting the postal address . Send there all the requested information.


Best regards, 1win team.

Edited
Automatic translation:
Public
Public
2 weeks ago

Dear 1win Casino team,

Thank you for your response.

Please provide the user with clear instructions on what exactly he should send and where exactly.

Thank you.

Public
Public
2 weeks ago
Translation

Good afternoon


We will send an independent request to the email address used for registration. The message will contain instructions.


Best regards, 1win team.

Automatic translation:
Public
Public
1 week ago

Thank you for the information.


Dear johnbtc16,

Have you already checked your email inbox? If so, can you follow the casino's instructions and inform us about any progress?

Thank you.

Public
Public
2 days ago

Dear johnbtc16,

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.

johnbtc16 has 5d 3h 46m 10s to reply

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news