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

Dear support Team!

My withdrawal has been pending like 10 days, when I talked to the support they send me a secured link to submit documents. After I submitted the docs and completed selfie verification they said they will answer me within 14 days but still nothing yet! I have attached the screenshot of customer support email. Please kindly help me resolve this problem!

Dear ashokkumar9t7,

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, 

Veronika

It's been already 14 days still I haven't received my withdrawal, the email says sometimes it takes upto 30 days so I'm gonna wait for another 15 days and see what happens, I will update you guys if i received the money before that. Thank you!

Thank you for your patience. Have you received any news from the casino regarding your account and your withdrawal request?

No I still haven't received any letter from 1win. Its been 30 days already and I send them another email, they just send the same email again and asked me to wait another 30 days! This makes no sense, I'd appreciate if

you guys can take some action and help me resolve this!

Thank you for your response. Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Dear ashokkumar9t7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.