1win Casino - Player's withdrawal request is delayed.

THIS SITE APPEARS TO BE A SCAM. My ID is 52871781. For a week now, I've been trying to withdraw my money, but my withdrawals remain in pending status. I reached out to them through the chat feature on their site and was told they could take up to 48 hours, and if it takes longer, I should contact them at security@1win.xyz. They asked me to send them my identification and pictures of my cards, which I did (even though that struck me as highly suspicious). They stated that I'll have to wait between 14 and 30 days for a resolution, with no valid reasons provided as to why I can't withdraw my money. I demand immediate withdrawal, THIS SITE APPEARS TO BE A SCAM, I've seen in many internet forums that they tell exactly the same thing to everyone and never reply. I've tried reaching out to them again but they have stopped responding. It seems like they only want your cards to steal them (I have anyway paused all my cards just in case), as the last email they responded to requested this information.

If a solution is offered, I promise to retract my complaint.

Dear tomasf, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

I had never withdrawn before, it is the first time I play. The first withdrawal request was on November 15

I have finally been able to make the withdrawal successfully. However, I want to state the terrible communication and support of 1 win. On the web it seems that they are automatic responses or robots and by email they take a long time to respond. In addition, from one side they refer you to another all the time and so on, which means that one never knows where to complain. Additionally, the email support is ONLY IN ENGLISH and the website support is in terrible Spanish.

Finally I want to say that I suspect that 1win blocks people's withdrawals so that they never try to withdraw it or abandon the claim. They made me waste time and money and I had to change my bank cards since they asked me for all my information.

Since I don't think they will ever compensate me for the bad treatment, I will leave this complaint settled forever.

Dear tomasf,

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,

Kristina

Casino.Guru