HomeComplaints1win Casino - The player's withdrawal is delayed.

1win Casino - The player's withdrawal is delayed.

Amount: $5,487

1win Casino
Safety Index:Above average
Submitted: 03 Jan 2023 | Resolved : 02 Feb 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player's withdrawal is delayed for over a month due ongoing verification. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.

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1 year ago

My account number is 2*******


I applied for withdrawal on November 30, 2022, and then received an email requiring authentication. I submitted the authentication materials on December 5, 2022, and 1WIN has not replied to me so far. This is my first withdrawal. Please help me!


Edited by a Casino Guru admin
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1 year ago

Hello zouxiao,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago

Hello, my account is being verified and has not passed yet. During this period, I sent an email to ask but didn't receive a reply. I didn't use the bonus. The last call was on December 11, 2022

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1 year ago

Can you please advise which documents have been approved and which ones are still pending?

Also please if you have any communication with the casino, forward it to nikolas.b@casino.guru.

Edited by a Casino Guru admin
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1 year ago

Hello, all documents: ID Card, hand-held ID card and address utility bills are waiting for approval. Forward all contacts to your email address now


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1 year ago

Thank you zouxiao for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Hello zouxiao,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite 1win Casino to join the conversation.


Dear 1win Casino,

Can you please provide information regarding the player's verification delay?

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1 year ago
Translation

Good afternoon!


Verification procedure completed successfully, withdrawal is available.


Sincerely, 1win team.

Automatic translation:
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1 year ago

Thank you for the response, 1win Casino.


Dear zouxiao,

As per 1win Casino's response, you can submit a withdrawal the standard way. Let me know when you successfully receive your winnings, please.

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1 year ago

So far $512 has been successfully withdrawn. The remaining dollars have been waiting since submission. Ask the customer service to handle, answer me is more than 48 hours before seeking help. After 48 hours, the request for help was answered by canceling the previous withdrawal and reapplying.

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1 year ago

Dear zouxiao,

Please follow the instruction from the casino support, let's hope the withdrawal will be successful this time.


Dear 1win Casino,

Was there any specific reason why the player have to resubmit the withdrawal request? Is it better to submit one withdrawal with the whole amount or multiple requests with smaller amounts?

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1 year ago

So far, more than $3,200 has been withdrawn. More than $2,200 is still waiting. It is not feasible to withdraw the full amount. Only small instalments can be made. And only two approvals a day.

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1 year ago

Dear zouxiao,

Sometimes the casinos can set a maximum withdrawal limit, we don't like to see it, but sadly it is nothing unusual and in some countries, it is required by law, so we have to accept it.

I saw this in the casino's terms and conditions...

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Although I can understand that the slow withdrawal process because of the small amounts is a bit frustrating, the casino is paying you out, so I can only ask you to be patient, you have received the bigger amount already so I have my fingers crossed that you will receive the rest in a reasonable time.

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1 year ago
Translation

Good afternoon!


The client's withdrawals have been confirmed, some of them are being processed by the payment system and will be sent to the specified details in the near future.


Sincerely, 1win team.

Automatic translation:
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1 year ago

Thank you for the response, 1win Casino.


Dear zouxiao,

As per 1win Casino's response, please be a little bit patient. Hopefully, you'll receive your withdrawals soon.

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1 year ago

Hello. All bonuses have been withdrawn. thank you very much indeed

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1 year ago

Great news, zouxiao. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

 

Best regards,

Michal

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