1win Casino - Player's withdrawal is delayed.

I made 12 withdrawals from the casino to Binomo, but only 9 arrived at Binomo. In any case, Binomo is asking for information to file a claim, which 1Win refuses to provide.

Dear rodriiigg1992,

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. 

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• What is the current status of the missing withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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

Dear rodriiigg1992,

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.

The withdrawals are all successful, all 12,

They are all withdrawals in btc, and they do not provide the link to see the withdrawal on the blockchain

They refuse to provide detailed information about successful withdrawals (information required by the entity receiving the withdrawals to make the corresponding claims), as well as the link to review the transaction on the blockchain, these withdrawals being in cryptocurrency.

Thank you very much for your reply, rodriiigg1992. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Could you please confirm that you have passed KYC verification? : Yes

Did you accumulate your winnings with or without an active bonus? : none bonus

What is the current status of the missing withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread - they are all listed as successful and completed.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Tomorrow I will send the details of the conversation.

Please note I still haven't received any emails from you.

Today I will be sending, I am having problems logging into the account

Thank you very much, rodriiigg1992, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 rodriiigg1992,

I am so sorry to hear your withdrawals haven't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you state why the player's withdrawals have not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Good afternoon

Dear rodriiigg1992 , please write the dates, times and amounts of withdrawals from the "Details" section that were not credited to your account.

Best regards, 1win team.

I cannot, in any way, know which ones were impacted and which ones were not, due to the fact that they are of the same amount, at the same time and all to the same destination, but of these 12, only 9 arrived, more than a month and a half having passed, that is why I need you to provide me with complete information on the 12 withdrawals.

Hello rodriiigg1992,

Can you provide us with the hashes of the transactions that got through? You should have nine transactions in your Bitcoin wallet.

I'll be awaiting your reply.

The hashes are what I am asking you for, they are withdrawals, not deposits, it is exactly what I need to make the claim to the entity receiving those withdrawals.

Hello rodriiigg1992,

If you provided us with the hashes we could exclude these transactions and the casino would know which transactions did not go through.

Dear 1win Casino,

Could you comment on this?

I'll be awaiting your reply.

I understand, now I ask you to see if it is possible for you to pass it to me

They refuse to give me the hashes, they say that it is information that they do not have available, I understand that it is more work for you, but I would need you to send me the link, the hash of the 12 withdrawals please