1win Casino - Player's withdrawal is delayed and unreceived.

IN THE DAWN OF APRIL 3RD EXACTLY AT 2:16 AM I MADE A WITHDRAWAL USING THE SPEI METHOD OF 1200 PESOS. I PUT MY NAME, SURNAME, AND MY BANK ACCOUNT NUMBER. I ACCEPT AND THEN I GOT A MESSAGE THAT THEY WOULD VERIFY A CODE THAT THEY SENT ME TO GMAIL AND I VERIFIED IT. THEN IT APPEARED AS AFFIRMED AND IN THE BREAKDOWN SECTION IT APPEARS WITH AN AFFIRMATION CHECK. I CONTACTED SUPPORT SEVERAL OCCASIONS BECAUSE I HAVE NOT RECEIVED THAT MONEY IN MY ACCOUNT AND THEY TELL ME THAT THE MONEY IS ALREADY CREDITED IN MY ACCOUNT, SOMETHING THAT HAS NOT HAPPENED. THEY ASK ME FOR PDF STATEMENTS WITH THESE RECENT DAYS AND MY BANK DOES NOT ALLOW ME TO DO SO ONLY UNTIL THE MONTH PREVIOUSLY THEY SAY THEY CAN'T GIVE ME A SOLUTION IF I DON'T HAVE THOSE DOCUMENTS, BUT I SENT THEM THE ACCOUNT NUMBER TO SEE IF IT MATCHES THE ONE THE MONEY WAS DEPOSITED TO, AND THEY IGNORE IT. ID 100975057

Juanpe89

Dear juanpelopez26,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

OK, I'LL WAIT. THANK YOU VERY MUCH FOR SOON

Hello, juanpelopez26!

In order for us to understand this situation and help you in solving the problem, we need a bank account statement, which shows that the funds were not received by you. Unfortunately, without this information the application will not be accepted.

At the moment we can see that no requests have been previously submitted for this situation. Please contact us again in the support chat or support mail. You will need to provide your game account ID and a statement. We will definitely help you in resolving this situation.

Regards, 1win team.

Dear juanpelopez26,

• Has the payout been credited to your bank account since your last post?
• Were you able to submit a bank statement to casino support showing your transactions since your last post?