The player from Thailand had issues making a withdrawal of $25 in ETH. Despite following the online support's advice to wait and attempt again, the withdrawal request had been denied five times. We had informed the player that the availability of payment methods was influenced by several factors and asked if they had been informed about any alternative withdrawal methods or if their account had been verified in the past. Despite extending the response deadline by 7 days, we received no reply from the player. Therefore, we had to reject the complaint due to lack of response, halting further investigation.
1win Casino - Player’s withdrawal request repeatedly denied.
Amount: $25
1win Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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Public
1 month ago
withdrawal request accepted, then denied during processing. Trying to withdraw $25 ETH. Withdrawal has now been denied 5 times.
tried different currency, tried different amounts and at different times.
Online support says to try again after 15 minutes. tried support multiple times. nobody willing too help. they just state try again or try different method.
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1 month ago
Dear rm2321,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
Dear rm2321,
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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3 weeks ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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