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

hello, 1win India are claiming that 5000 and 12000 has been transferred but 12 days done it’s not credited in account. I was requested for withdrawal on 3rd June and 4th June 2022 . 1win payment system shows as withdrawal paid but reality is different, withdrawal is not received. I contacted with support and email department and provided bank statements and evidence but still they are not interested to check and reply on my mail. What to do? 1win Game ID - 10414841

Dear kishor000,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawals 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawals approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

now 2 week has been completed. My account is verified and also 1win website is claiming withdrawal had successfully approved and sent but reality isn’t sent. What to do ?

I have sent all proof and evidence that withdrawal is not credited in account but they are even not checking my email and reply me

Thank you very much, kishor000, 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 kishor000,

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 team.. awaiting reply from 1win.

We would like to ask the 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’.

Hello Casino guru- What can we do if they don't respond? If they'll not respond 

I sent follow up email 10-15 times along with the latest bank statement (PDF) They are not interested to check

You can always submit your complaint directly to the casino's regulator.

Hello!

We have received your request. The company's specialists have already sent a request to the payment system to track the transaction and the successful crediting of funds. For our part, we are now doing everything possible to speed up the processing of your application. Unfortunately, we cannot influence the payment systems, and in some cases we wait more than two weeks for a reply. 

As soon as we receive the answer from the payment system, your money will be credited to your account! We apologize for any inconvenience. 

Sincerely, 1win team.

Thank you 1win team for your response on casino guru.

Withdrawal issue Request was raised on 5th June on email (contact@1win.xyz) and today is 30th June . It’s almost took 26 days. How long wait more as I sent 1win withdrawal history page and latest bank statements (PDF) 10 times on your email ID

you said we are waiting for payment system reply so I guess , that 2 weeks also completed so how long more wait sir ? Please understand

This is the trust between you and me

Hello 1win team.

Thanks for the update. We will wait then.

We would like to ask the 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’.

Above mention 1win, we will wait more than 2 weeks for payment system reply however this case was reported on 5th June and also followed up 15 times. Your last reply was received on 14th June and after that I sent again bank statements. —Now more than 3 weeks done from your last response and

—1 month and 4 days done from the initial email

—2 weeks going to be done from the response on casino guru.

1win team please corporate and credit my withdrawal 5000+12000 in bank account or 1win account as it’s pending since 4th June 2022

Hello! 

The payment system has provided information that the funds were successfully credited to the user's account. The bank has provided Utr numbers of successful transactions, with these numbers you can contact your payment system to clarify the information. Utr numbers were sent to the email address from which you have addressed to our company mail. 

Regards, 1win team.

H team 1win, I have already contacted bank and branch. Please see the attached response. Please provide me your screenshot successfully transaction receipts or NEFT bank statements entry where money debited from your side. UTR generate even in the cases of failed transaction and you just gave me UTR. Please be genuine

Hello!

The specialists have received this information that you sent to the company email, and have already taken the request to work. We will definitely look into the situation! Please wait for an answer from the specialists to your email address. 

Regards, 1win team.

Thanks for the update. We will wait for the results of the investigation.

Kishor000, I understand your frustration. Finally, the casino identified the problem and can really help you. Please be patient.

I think 1win casino doesn’t have proof for successfully receipts or NEFT bank statement entry where funds INR 17000 was debited from their side on 4th June. 1win just provided me UTR transaction number, UTR number is generate in all cases whether transaction failed or successfully.

We would like to inform you that the request is in progress and we are still waiting for an answer from the payment system. For our part, we try to do everything possible to expedite your request. 

We apologize for the long wait and inconvenience!

Please wait for a reply from our specialists by email. 

With respect, the team 1win.

1 month and 20 days done and still you are working on this issue. Is this 1win service?

Dear 1win casino, it’s is no long wait. It’s is totally harassment. In month of July I made a successful withdrawal and these withdrawal received to me so I don’t understand what is the rocket science to check with the payment system and taking 2 weeks for unsuccessful withdrawal INR 17000 with was marked success on your site/application on 4th June

you provided me just UTR Number so just simple ask them to provide successful receipts where INR 17000 - debited from your side on 4th June.

I am strong says transaction was failed. UTR number is generate in all cases whether transaction failed or successful.

This is the trust between you and me

Good afternoon!

We would like to add information that on this problem we will need more time to resolve the situation. We are already dealing with the payment system that processed this transaction and are in a dialogue with them. As soon as the situation is solved, we will provide an answer to the e-mail address you were addressed with. Your money will not be lost, we will definitely deal with it and solve the problem.

Sincerely, 1win team.

Casino guru -Please close this conversation as 1win is totally fraud company. I almost tried. I do not want to waste of my time and energy anymore. Thanks casino guru for your support

Team 1win- Remember one thing I don’t want my withdrawal, please do enjoy and be happy. Worst casino ever in the world. In future, If you have little humanity then process my 4th June withdrawal in my specified bank details and do not return back in 1win account

Dear kishor000,

I had many similar cases; in most of them, the casino had no control over what happened and didn't even know that the money was missing.

Therefore, we can't blame the casino if the money disappeared and this event was beyond their control.

So please let them finish the investigation.

Hello casino guru- so what is the big deal to check if I complained that I didn’t received 4th June INR 17000 withdrawal and your website marked as successful. 1win investigated and found this is UTR and still only with UTR number doesn’t make sense so I don’t think so they take 2 month so check with payment provider where is funds ? I contracted with my bank many times, they are looking me fool. Even I given bank details correctly while they processed the withdrawal and that even they confirmed that your IFSC code was *****47. So where is the withdrawal?

you said casino do not have control so who regulate to payment provider ? We or casino ? Who will be responsible if some glitches comes, we or Casino, and Is this 1win casino service that they take 2 month and still don’t know how long time they will take more ? So better we do not waste our time

Dear kishor000,

You were waiting for that withdrawal for two months, complaining and wanting justice. Why, when the casino finally identified the problem and wants to help you, you suddenly turn and don't want to solve the case. Instead, you are demanding punishment even when I explained to you that it could be someone else's mistake.

Ok so please continue with investigation, hope in few days either they process my withdrawal or provide us final answer. They regulate the payment Provider so I hope they should be solve with minimal times but they tooks 2 months

Casino Guru, thank you for your understanding!

Dear kishor000, we are doing our best to solve your problem and we will definitely look into it. We apologize for the fact that you have to wait so long. 

Sincerely, 1win team.

Hello, kishor000!

Provider again gave us the answer that the funds were successfully credited to your account. To your email specialists have sent a number, with which you can contact the payment system to clarify the information. Unfortunately, the provider did not provide us with any other information, and the funds were successfully sent from our side. 

We wish we could be more helpful, but unfortunately we can only give you the information we receive from the payment system. Please contact the provider with the number they gave us. We have sent that number to your email. 

Best regards, 1win team. 

1win- with only UTR no one will be help even bank, they need proof - I went to bank and provided given UTR but this UTR isn’t in their bank record and even also not initiated it. You have my bank statements where funds in not available. You are telling me we sent and do contact with bank for further clarification and bank said we didn’t received any funds for this UTR. Where should I go ?

Example- if I deposit 10,000 INR on 1win site and I just send you UTR number and tell you please add my deposit amount in 1win. You will ask me to provide successfully receipts and then you will add . Just for UTR it’s doesn’t make any sense as earlier I said UTR number generate all fails and successful transactions

Dear casino guru - finally they provided me the answer that they cannot more help so kindly check what else further we can do ?

Dear kishor000.

You can still contact the casino regulator.

I agree that the casino should care more if the player received the winnings, and the help in this situation should be better.

Dear 1win casino representatives, did you consider contacting kishor000's bank directly and asking about the transactions you made?

Team 1win- Thanks for your investigation. But it’s should be fast . Anyways thanks 1win team

Dear Casino guru- I would like to inform here that I have received my withdrawal in gaming account today. Thank you for your support, you are the best company

Dear kishor000,

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.

Dear 1win team, thanks for the effort and successful resolution of the complaint.