1win Casino - Player's withdrawal was denied.

Hello. Im trying to withdrawal for the second day and it is pending and stuck. I play in the casino for more than 4 years its look like they dont want to pay although its a small amount. And no answers from support or agents on telegram no one cares about me ID 2280475

Dear AgentZero110,

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 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,
Complaints Resolution Center

Hello kristina 14 days to withdrawal? I dont think so as i play in few places as withdrawals takes less than 5 minutes. But ill wait thank you kindly leave this complaint open. Thank you

Update they didnt let me withdrawal and deleted my balance also the manager in telegram called me stinky jew in russian beware of this scammers here is screenshots attached

Dont you dare to play there they scam people and racist everyone who sees this dont you dare to play there

So basically thats it. They simpley removed my balance no transactions no nothing just disappeared. I have to see what they have to say here its not a big amount for me its principal. The topic gonna stay forever so people can see the face of a scam casino.

look a the mail they wrote me. No reaction at all to my balance being deleted by one of their managers. Casino guru kindly help me with this case. I want them to provide me an evidence of where is my balance gone no transactions no nothing in the casino that indicates what happened. Clearly one of the managers wanted to help me i gave him my account ID and my money disappeared. Please invite someone from them to reply here

Thank you for your reply, AgentZero110. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Yes i did withdrawals before but i had some problems before when i struggled but eventually got paid. No bonuses. This time my balance deleted never happened before. They saying i got scammed but i didnt give my password to anyone. They deleted my balance i will not recommend to be in contact with this scammers. The money is gone but they refuse to give any transaction to what happened people needs to beware of them. Thanks.

Add on search online and you can see a lot of players with the same situation like mine when the balance just gone without any explanation. I should've be noticed and stay away from them. Thanks god its a small amount. First thing they do is reject your withdrawal when they see you didnt give up and try again they simply disappear your money

Do I understand correctly that the casino believes that someone accessed your account and wagered your funds?

Yes Kristina i just got a call from 1win and they told me i played with the money and lost. Unbelievable and then they say my account was hacked and someone played it🤣🤣 i didnt give my info to anyone except my ID number which is public anyway. Can you please ask them to provide the transaction of what happened including The IP its played of.. first they dont let you withdrawal then they say you played and lost. Unbelievable.

Update i made another deposit and then withdraw and actually it went smoothly. Still my 142.8 missing. Can you please invite them here so they can explain where is my money. Thanks kristina

Thank you very much, AgentZero110, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi AgentZero110,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite 1win Casino to join the conversation and contribute to the resolution of this complaint.

Ok thank you.

Good afternoon

There are no restrictions on the account; the transaction was rejected by the payment system.

We also see that the last output is in the status "successful".

Best regards, 1win team.

Whats that response give casino guru evidence where the 142.8 usd disappeared.

Hi all,

Thank you for your replies.

Dear 1win Casino team,

Could you please address the question regarding the 142.8 USD?

Good afternoon.

The status of the withdrawal in the amount of 142.8 USD is "canceled by the client", then the funds were lost in the casino, in the game "Lucky Jet".

Best regards, 1win team.

But i didnt play nothing and didnt cancel the withdrawal. One of the managers or someone did something kindly provide the IP it played of etc.. this is unbelievable. Anyway im done with you anyway. Hope people stay away.

Dear 1win Casino team,

Please forward the player's game history to my email address and possibly mark the moment when the funds were returned to the balance (peter.m@casino.guru).

Hello peter how can i prove i didnt played this money? This is obviously impossible for me to do. The only way is if they sent you the ip logs etc.

Good afternoon

Sent proof by email peter.m@casino.guru .

Best regards, 1win team.

Thank you 1win Casino team,

Could you please send the full game history? There is practically no information (like date and time) regarding the two bets.Thank you.

Hello peter the money disappeared on the 18th of November. About 17pm European time just to clear it.

Good afternoon

Peter, we sent additional information by email.

Best regards, 1win team.

Thank you 1win Casino team for your email.

Dear AgentZero110,

The evidence provided by the casino suggests that the funds of $140 and $2,80 were spent on Luckyjet game on 18.11.2023 after 18:05. In response to your query about proving that you did not spend the funds, it would be quite difficult to do that, to be honest. If you played with the funds yourself, the money is lost and if someone else did it, it would suggest that your login data was compromised and the casino is not responsible for that. Secondly, if someone hacked into your account, they would probably try to make a withdrawal rather than spend the balance on games. I'm afraid I won't be able to help you with this one. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter