1win Casino - Player's withdrawal is delayed.

My Withdrawal is saying completed but I didn't receive the amount. I have raised the issue with the 1win a lot of times. They keep saying its processed or sometimes that the complaint in under review but never provide definite proof.

Dear sumantgoyal,

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. 

Did you accumulate your winnings with or without an active bonus?

Could you please provide evidence that you have not received the payment?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have emailed you all the necessary proof. Let me know if anything else is required.

There was NO active bonus. This happened when their withdrawal system was glitching. I did not receive 2 other withdrawal also for the same day. But they refunded those and added it to the balance. Just this 17000 amount, they have not resolved, nor provided proof for the transfer.

Dear sumantgoyal, to assist you further, could you please provide evidence showing the full period since you requested the withdrawal up until today?

I have emailed the same. I request you to ask 1win to provide proof for transfer also.

Thank you very much, sumantgoyal, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you sumantgoyal for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

After 2 weeks also, they cannot provide proof. CASINO GURU please urge them to solve it.

Good afternoon

Dear sumantgoyal , we have previously requested additional information regarding your request. But, unfortunately, you have not sent us anything.

Please send it to the email address a screenshot of the response from the bank regarding the withdrawal that was not received and a bank statement in PDF format from the moment of withdrawal to the current day.

Best regards, 1win team.

I have shared everything again and again, I have provided proof the casino guru also. You have to provide me the proof now that you have transferred. How can I ask bank to provide proof of a transaction that doesn't exist. Casino Guru please step in and ask them to provide proof or the proof of everything I have shared with you to them.

Dear 1win Casino representative, can you let us know which email address the player should provide the requested documents to or in what way the player should provide them to prevent any miscommunication? Thank you in advance!

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

The user must contact by email .

There were no requests from the email linked to the game account. We also did not find any requests by email for the account ID. We ask the user to send the information by email. We will forward the request for verification.

Best regards, 1win team.

Complete Lie. I have attached all communication also. Please provide an email where I can send all proof.

Good afternoon

Dear sumantgoyal , please specify from which email address you contacted the post office ? When contacting us, did you provide your game account ID? We will definitely help you resolve this issue as soon as we have a full understanding of the situation.

Best regards, 1win team.

Dear sumantgoyal,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.