The player from Colombia experienced delays in withdrawing funds from their verified account despite multiple attempts to contact support. Their withdrawal request remained pending, leaving a significant amount of money trapped on the platform. The Complaints Team acknowledged the player's concerns but ultimately rejected the complaint after confirming that the player had lost all initial funds and that the account still did not allow withdrawals after nearly 30 days. The player was advised to be cautious about the platform's operations.
1win Casino - Player's withdrawal request is delayed.
Amount: $38,067,852 COP
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I have sent multiple emails, contacted support, and tried all the available methods on the platform to withdraw funds from my account.
To date, the casino has not offered me any solution; the withdrawal request simply remains pending and is never processed, even though my account has already been verified. I have a significant amount of money trapped on the platform and I feel like they will never allow me to withdraw it. Therefore, I urgently need your help to ensure this casino pays out my money.
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2 months ago
Dear Juan28,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
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2 months ago
Translation
I must inform you that it has been more than 14 days since I registered, and I ended up losing all my money. It is necessary that all users in Colombia be warned about the 1win betting house, which has the following inconsistencies:
- It does not have a valid concession contract with Coljuegos, which means that this betting house is not authorized to operate in Colombia and any transaction, advertising and collection of money from the public is illegal in Colombia.
- Countless users in Colombia and in various countries had problems making their withdrawals, which reveals a shady environment with this platform and an evident illegal collection of public money.
- The strategy of this bookmaker is to retain players' winnings as much as possible by preventing them from withdrawing so that they lose their money sooner or later.
- When payments are made to the platform by credit card, the amount charged is less than the amount of money deducted from the card.
In conclusion, this platform is a very high risk for anyone who wants to register. For now, I will initiate the corresponding complaints before the competent authorities in my country.
Automatic translation:
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2 months ago
Dear Juan28, is it correct that you lost all the money in your casino account?
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1 month ago
Dear Juan28,
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.
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1 month ago
Translation
Yes, I confirm that the initial money has already been lost. However, the account still does not allow withdrawals. It has been almost 30 days. The activity of this bookmaker is quite suspicious. I hope other people do not make the mistake of registering and reloading money on this platform.
Cordially
Juan28
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