1win Casino - Player’s withdrawals are delayed and unresponsive.

HCE AND MORE THAN A MONTH AND A WEEK THAT I REQUESTED TWO WITHDRAWALS, ONE OF $200 AND THE OTHER OF $600. I did not apply any bonus, it was money that I earned only using my real money from my account.

I made the withdrawals on March 28, 2025 and from there I waited a day and nothing, I went to verify and according to them they can take a maximum of 72 hours, I said okay, ok, I waited those 72 hours and I contacted again and no, that it had already been deposited according to them, THEY NEVER SENT PROOF THAT IT WAS SO and they requested my bank statement to follow up on my case, I shared my tax account statement with them, after that and after verifying that they obviously did not send me anything, they gave me a period of one week to give me an answer, the week passed and nothing, I had no response from the provider that they were escalating my case according to and another week passed and nothing, they continued the same as escalating and without a response from the provider, total 3 weeks passed and on April 21 according to them it was already in the review process and that in a week they would deposit my money, the week passed and they continued with the same thing that now it was under review and it continues to this day after almost a month and a half they still have not given me one Answer without giving me any proof of anything. Oh, but they do talk about it for their promotions and to get me to put money in and play. It's a terrible casino. They don't have a complaint number or anything, and I'm about to start a legal process for fraud against them because of all this.

Dear eduardomorales001016,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1win Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What documents have you already submitted for the Know Your Customer process?
• Have you received any request for additional documents to move forward with your verification?
• Is casino actively communicating with you?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

They asked me for an account statement to confirm what I was doing. They hadn't sent me anything from March 28th to the day I shared it with them, which was the 4th if I'm not mistaken.

and they have never contacted me, I am the one who contacts them 2-3 times a week

Dear eduardomorales001016,

thank you for your message and patience.

Could you please provide any additional communications with the casino, beyond what you've already submitted? Please send them to [email protected].

Looking forward to your reply.

Katarina

Good afternoon

Your withdrawal was rejected by the payment system and the funds were returned to your game balance. We apologize for the inconvenience.

Best regards, 1win team.

Dear 1win Casino,

thank you for your message.

Dear eduardomorales001016,

could you please confirm whether you have received your funds back to your player's account?

Dear eduardomorales001016,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru