The player from Austria had been awaiting a payout of 6250.00 Euros for two months. Despite having submitted all necessary documents, the casino only responded by asking for patience. After the player had contacted the complaints team, we had invited the casino's representatives to join the discussion. The casino confirmed that the verification had been successful and that the payout was available. The player later confirmed that he had received his winnings. We then marked the complaint as resolved.
1win Casino - Player's withdrawal is delayed by the casino.
Amount: €6,250
1win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
I've been waiting for my payout for 2 months now. I've sent the necessary documents, but I always get the same response, to be patient. I still have 6250.00 Euros pending for withdrawal.
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2 months ago
Dear Addy,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play? Was it slots, live casino games, or did you participate in sports betting?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
I played slot machines and didn't take a bonus. I have sent the necessary documents that were requested. I registered as normal and deposited money from my credit card.
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2 months ago
Thank you very much, Addy, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
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2 months ago
Dear Addy,
This is Dominika and from now on, I will be taking care of your complaint. I would like to invite 1win Casino's representatives to join this discussion in order to resolve the issue.
Dear 1win Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Dominika
Casino.Guru
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2 months ago
Translation
I always get the same answer.
Your money is safe with us!
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1 month ago
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Good afternoon
Verification has been successfully completed and the output is available.
Best regards, 1win team.
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1 month ago
Translation
Thank you for your efforts, I received my prize today, March 15, 2024. So that's it for me. I would like to thank Casino Guru and also thank 1WIN for paying me the entire amount.
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1 month ago
Dear Addy,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
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