1win Casino - Player's withdrawal hasn't been processed.

Ciao, sto provando a prelevare i fondi di una vincita sul casinò 1win.

Sto cercando di farlo tramite criptovaluta, il prelievo rimane in fase di processo senza mai essere inviato definitivamente.

In assistenza chat non rispondono mai, e le poche volte che lo fanno chiedono di contattare la loro assistenza tramite email, l'ho fatto e gli ho anche detto che sono disposto a mandare i documenti pur di prelevare i fondi ma non ho ricevuto alcuna risposta.

Sembra che ogni volta che provo a contattarli mi ignorino completamente, consiglio a tutti di stare alla larga da questo casinò, se le cose dovessero cambiare vi aggiornerò.

Dear Luca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Do I understand correctly that you haven't passed the KYC verification yet?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it 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.

Best regards,

Kristina

Ho inviato tutti i documenti necessari a fare la verifica, ma prima che il casino risponda e mandi avanti il processo ci vuole un po’.

Non ho mai effettuato un prelievo prima da questo sito.

Vi tengo aggiornati

Thank you for your reply, Luca. Could you please advise when exactly you requested this withdrawal? Also, what is the current status of your withdrawal? Is it marked as pending or processed?

Sono 3 ritiri in sospeso ancora, contrassegnati in giallo fermi li da:

1- 25/02/22 10:05

2- 25/02/22 18:51

3- 28/02/22 18:08

Luca, it’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

I will set the timer for additional 7 days giving the casino two full weeks to process the payment. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding,

Vorrei specificare che ho richiesto il prelievo in criptovalute, in tutti i casino dove ho giocato fino ad oggi sono sempre stati istantanei, comunque ok aspetterò 14 giorni e vi aggiornerò in ogni caso

Dear Luca,

Has there been any news?  We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

ciao kristina, purtroppo non ci sono buone notizie

dopo tante mail in assistenza e nessuna risposta, dopo aver mandato i documenti, dopo aver fatto un deposito soldi reali con lo stesso metodo con il quale vorrei prelevare tutto tace.

E il mio prelievo è in attesa da 15 giorni, ho fatto tutto quello che dovevo fare, lo hanno detto anche quelli del casino.

Ormai sono praticamente arreso

Thank you very much Luca for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ragazzi io ve lo dico sinceramente, non credo avrò modo di prelevare i miei soldi, è un continuo rimandare o le stesse risposte automatiche mandate da bot completamente disinteressate,

mi date una mano a fare il possibile per segnalare il casino a chi di dovere?

Hello Luca,

I have reviewed your case and will contact the casino to see if I can help. I would suggest that we give the casino a chance to respond here, and if there is no reply I will give you contact details for the casino's licensing authority.

We would like to invite 1Win Casino to join the conversation and to aid in the resolution of this complaint.

Leggendo reclami simili al mio vedo che il casino raramente si espone, li attendo con ansia anche io

Non riesco ancora in nessun modo a prelevare, riusciresti ad aiutarmi a mandare una segnalazione all autorità di gioco di curacao?

Hello Luca,

It is our usual procedure to allow the casino up to 2 weeks to respond, and as such I will attempt to contact them once more.

If you would like to also submit a complaint to the Curacao Gaming Authority, you can do so by e-mail here: certria@gaminglicences.com. Please let us know how they respond.

We would like to ask 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Luca,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority as previously mentioned. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). I wish I could have been of more help.

Kind regards

Adam

This complaint has been reopened at the request of the casino.

We received the following message from the casino via e-mail:

"Hello!

The described situation was checked. All attempts to withdraw the user were rejected personally by the player. We recommend that you try again and do not cancel the withdrawal yourself in order to wait for it to be processed by the payment system.

Sincerely, 1win team."

Dear Luca,

Please provide an update on the situation. Have you personally canceled the withdrawals?

Kind regards,

Adam

Dear Luca,

Could you please confirm if the matter has been resolved? Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

La questione non è risolta e non lo sarà, sconsiglio a tutti di avvicinarsi a questo casino.

Oltretutto a breve credo disabiliteranno il mio account per inattività.

Hello Luca,

To clarify, you have still been unable to make a withdrawal?

Have you still had some withdrawals that are pending?

Dear 1Win Casino,

Please respond and explain the situation.

Dear Luca,

I would like to ask you once more for clarification of the situation with your withdrawals. Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Adam cosa dovrei chiarirti dopo che aspetto il prelievo da 3 mesi e non è mai arrivato nulla dopo una pioggia di email e richieste, faccio all in al black jack e spero di perdere tutto

Dear Luca,

I am sorry to hear that the issue is ongoing. Can you please explain if you still have withdrawals requested, or if you no longer wish to pursue the matter?

Kind regards,

Adam

Здравствуйте!

Все попытки вывода денежных средств пользователь отклонял самостоятельно. На аккаунте отсутствуют какие-либо ограничения. Активные заявки на вывод денежных средств так же отсутствуют. Можно попросить закрыть жалобу? 

С уважением, команда 1win!

@1win Ciao finalmente ti degni di rispondere.

Tutti i miei prelievi li ho annulati dato che rimanevano in pendenza per più di 2 settimane, attualmente non ho più fondi e le restrizioni mi avete sempre detto che non c’erano mentre non fa prelevare nessuno.

Spero vi arrestino e che possiate chiudere a presto

Dear Luca,

I am sorry that you have experienced these issues, but as you no longer have any pending withdrawals or funds in your account there is nothing more for us to investigate and we have no choice but to reject this complaint.

I sincerely hope that you do not experience any more problems in the future, but if you do please do not hesitate to contact us.

Once more, I am sorry I could not have been of more help.

Kind regards,

Adam