1win Casino - Player’s withdrawals have been delayed.

Salutations,

about a month ago I started playing on 1win by reloading quietly and without problems, in fact the money arrives immediately on my gaming account.

the problem came when, little by little, some winnings ended up reaching € 1610… the first withdrawal of € 330 I did it on March 10th by bank transfer and the rest a few days later.

unfortunately with a lot of regret since it is also a large sum I have not yet received even one euro and now I have been waiting for more than 18 days, I would like to understand how this is possible and I hope that I will see my money in my account as fair be it please help me solve this absurd problem for me because in every casino I've played I've never seen such a thing.

thanks I am waiting for your reply

Dear Cicca03,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your payments are still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Salutations,

as I attached with the photo the withdrawals are to be processed, the problem is of the casino also because I have seen that almost everyone complain about the delay of withdrawals especially in your forum, indeed I understand that probably I will never see the money again and for this I ask for help from you.

I did not do the KYC verification for the simple fact that I was not asked anywhere to do it and then the withdrawals as mentioned by you give them elaborates I sincerely hope to see as soon as possible the money that is rightly due to me thanks

Unfortunately, yes we have received quite a few complaints about this casino regarding delayed withdrawals. I would recommend for now contacting the casino and completing the KYC verification. Please understand that without verifying your account you won't be entitled to any payouts.

Please let me know if it'll work.

Salutations,

I have already tried to contact them several times so I am looking for help from you but I have no answer.

if the problem is the KYC verification I do it without problems but it is not specified and requested anywhere on the site.

thank you and I keep hoping that you can help me in some way as you do with other people and if you can help me to call the casino into action to fix everything thanks

Thank you very much, Cicca03, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Cicca03,

I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thank you I hope we will solve everything

We would like to ask the 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What can we do if they don't respond?

it seems absurd to me that I cannot withdraw my won money and it must all end like this without even an answer.

isn't there a way to get this money by putting other entities in the middle?

If they'll not respond you can contact Curacao gaming license. Try to send an email here: certria@gaminglicences.com

Good afternoon!

We are waiting for the Client's documents to be sent to the mail, as it is necessary to go through the KYC procedure.

Already sent everything and in a few minutes they have already answered me .. telling me that they accepted the document we hope you can see the light and receive my money .. I am attaching the photo of their reply by email after sending my documents thanks

Dear Cicca03,

did you receive your winnings, please?

No, I haven't received anything yet

Dear Casino,

where is the problem, please?

Hello!

We accepted the documents for work and sent a letter to the player on 18/04/2022

"Within 14 days, you will be sent a letter on the results of the verification of your game account (the maximum period, if additional verifications are necessary, can be up to 30 days from the date of the request)."

At the moment, you need to wait for the completion of the verification process.

Dear Casino,

keep us informed about progress, please.

We would like to ask the 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any update from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the Casino:

"Hello!

08/05/22 requested additional data for verification. The user has not yet provided a response.

Sincerely, 1win team!"

Dear Cicca03,

did you provide documents that were asked on 08/05/2022 by the Casino, please?

Hello!

On May 8th you were sent a letter with additional data for the Verification process. After that we have not received any response from your side. In order to complete the verification process you need to send us all the necessary information in the response letter.

With respect, the team 1win.

Greetings,

I saw the email but I found it absurd that I have to send photos of the cards with which I requested the withdrawal, also because after all how can I trust and turn over the photos of my cards?

then I was also asked for a bill with a certificate of residence but I live with my parents it is nothing in my name ... all the other things I can provide but I cannot provide the bill and the photos of my cards, I have already canceled the withdrawals and if it goes well I can send the money to my secondary account and I can turn over the photos, but the certificate of the bills as I have already told you is not possible since I do not live alone thanks

Dear Cicca03,

in order to verify your account you need to provide what Casino is asking for. You can hide some numbers from your card and also you can hide the CVV code. If you decide not to provide this information, I'm afraid I'm not able to help you.

Greetings,

I understand and I will send everything but the bill with a certificate of residence even if I want to, how do I live with my parents? ... the rest I can do everything I have already changed withdrawals and put another card of mine so I will send them the photos thanks

Let me know when you'll send it to them so we can proceed further.

Okay, for tomorrow I should do it

i had problems this week to days sending everything

Sorry, I don't understand. Did you send them the requested documents, please?

Unfortunately they cloned my card and for this reason I couldn't ... since I can't have the money transferred to that account, so I had to wait and I opened a crypto wallet which is another payment method they requested on the same day. I send the requested documents

or I try to use my secondary card now I see for a moment but as said today I send everything I need

Dear 1win Casino,

what exactly is needed from the player at this point, please?

Good afternoon!

At this time, the user has provided the necessary documents for verification. A letter about verification within 14 days was sent to the user on 23.06. In some cases, verification can take up to 30 days. The user should expect a response from the specialists to the email. 

Regards, 1win team.

Hi Cicca03,

these are great news. Please, could you inform us when there is any new info about the case? I am extending the timer by 7 days.

Hopefully, as soon as I know something I will update you thanks

Dear Cicca03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Greetings,

they sent me an email telling me that everything I sent them was fine but they want photos of the cards I used for the first withdrawal which I then later changed to transfer everything to a card, photo of the card attached to the email so I don't I understand at the casino where the problem is .. I sent the photo of the card I used for the withdrawal.

I sent them an email explaining this and I'm waiting for an answer, hoping it's good, also because I don't see the problem thanks

Greetings,

maybe we have almost done it.

I received an email from them a little while ago telling me that my account has been unlocked for withdrawal ... so it would seem done, I wait to talk but until I see the money in my bank account thanks

However nothing for now they are immediately canceling all the withdrawals that I try to do by bank transfer ... now I have done through crypto I hope they do not give a problem in case I update you

I got all the money thank you for helping me you can also close the case as solved thanks again

Hello!

Verification passed and the status of the last withdrawal of funds - "Successfully". Money was credited to the specified by you requisites.

Thank you for your choice in favor of our company. We wish you good luck with your bets! 

With respect, the team 1win.

Hi Cicca03,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef