The player from Chile had made 12 withdrawal attempts which were unsuccessful and returned to her account. She had tried various payment methods as instructed by customer service. This had been her first time playing at this casino and obtaining profits. The casino's customer service had informed her that there were no issues preventing the payment and suspected the payment providers were rejecting the transactions. After 24 attempts, the player finally received her winnings through Astropay and confirmed that her issue was resolved. We then marked the complaint as resolved in our system.
1win Casino - Player's withdrawals are repeatedly being returned.
Amount: $70,000 CLP
1win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
I've made 12 withdrawal attempts and they keep returning the balance to my account. Customer service advised me to keep trying and to test other payment methods. I've tried using bank transfer to Banco Estado and BCI, withdrawing to my Visa card, and using Astropay.
Automatic translation:
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7 months ago
Dear wmaisterow,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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7 months ago
Translation
It is the first time that I have played in that casino and obtained profits, I consulted customer service and they told me that they do not ask for documents unless they suspect the account and that everything is in order, there is nothing that prevents payment. They indicate that it is the payment providers who reject and that they cannot do anything, that you just have to insist 😒. So far I have made 20 attempts and the balance continues to be returned, I have spoken to customer service 4 times and they continue with the same response which is a copy and paste text and they still have no solution. 
Edited
Automatic translation:
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7 months ago
Translation
After 24 attempts they finally paid me through Astropay, thank you very much for accepting my claim, it is now resolved 😊
Automatic translation:
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7 months ago
Dear wmaisterow,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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