1win Casino - Player's withdrawal is delayed.

Account ID: 641***91

I have made a withdrawal since the 29th of February which is last month and this is the 28th of March and I haven't received the money I withdrew into my bank account yet. What's going on? Please do something about my money, it's taking way too long. I should have gotten my withdrawal by now.

Dear keshinroadedunmade, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

I have not made any successful withdrawals. when I wanted to withdraw, I was sent a code in my email for confirmation so the withdrawal and be approved, and then i put in the link and i was told it had started processing though I did process the withdrawal into my bank account. And I have passed the KYC verification. I accumulated my wins without an active bonus, I played on a casino game called aviator

Thank you very much, keshinroadedunmade, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you keshinroadedunmade 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.

Добрый день!

Пожалуйста, пройдите верификацию для подтверждения личности, обратившись на почтовый адрес нашей компании — это стандартная процедура.

С Уважением, команда 1win.

I have made a withdrawal since the 29th of February which is last month and this is the 18th of April and I haven't received the money I withdrew into my bank account yet. What's going on? Please do something about my money, it's taking way too long. I should have gotten my withdrawal by now.

Dear keshinroadedunmade, if you have not finished your verification it is possible the withdrawal will be not processed until you do so. Please understand that verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes verification lightly and it might take a few working days to complete this thorough process. Thank you in advance for your cooperation!

How do I finish my verification then? Because I don't understand what you mean by completing my verification

Dear 1win Casino, can you let the player know what is needed to finish the verification process in this case? 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.

Добрый день!

Пользователю необходимо обраться на электронный адрес security@1win.xyz. Там ему предоставят всю информацию для прохождения верификации на сайте.

С Уважением, команда 1win.

Dear keshinroadedunmade,

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.