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

I tried to make a withdrawal again on April 24th but still nothing to date .. I sent all the documentation they requested but they keep sending copy and paste messages threatening me that I will lose everything if I don't send the documents. Honestly I'm tired of being teased for this I am addressing you. Please help me get my money back. I beg you

Thanks in advance

Hello trivicdrazen94,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The documents have already been successfully verified a few days ago.. but when I try to make the withdrawal they automatically cancel them!

Hello trivicdrazen94,

Could you please advise if you did use any kind of bonus and if you finished the wagering requirements of it?

I played the bets exclusively with my own money not with the bonus ones.. they don't even reply to the emails to tell me the reason why they cancel the withdrawals. If they answered me I would at least know what to do…

Thank you trivicdrazen94 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi trivicdrazen94,

I've just reviewed your case and am sorry that you came across such a problem. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 1win Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide us with more information regarding the case? Could you specify if there're any missing documents for the verification?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We await an answer then .. thanks Natalia

however everything ok in their data verification, they answered me positively in verifying my profile for that I don't understand why they eliminate my withdrawals

Good afternoon

Your account has been successfully verified and has no restrictions, at the moment the withdrawals are rejected by the payment system.

For withdrawal, please choose another payment method, for example, a crypto wallet.

Sincerely, 1win team.

Dear 1win Casino, thank you for the information.

Dear trivicdrazen94, could you please tell me if you have an opportunity to request a withdrawal via any other payment methods?

Regards,

Natalia

I have no other method than this card. is it the same card with which I made the deposit, deposit yes but no withdrawal? I don't know

the card is linked to my bank account

i also have paypal

but other methods unfortunately not

Dear trivicdrazen94, thank you for the explanation.

Dear 1win Casino, could you please specify if this issue with the payment provider is temporary and will be fixed or if the chosen payment method is, in general, unavailable for withdrawals?

Is it possible to process a withdrawal via PayPal since this is an option also available for the player?

Regards,

Natalia

Good afternoon

Unfortunately, the payment system rejected the withdrawals that the player made to this card. Standard refusal of the issuing bank. In order to make a successful withdrawal, you must either use another card, or another method - perfectmoney, a cryptocurrency transfer.

Sincerely, 1win team.

Dear 1win Casino, thank you for the reply. Could you please specify what exactly are the cryptocurrencies available for the player for the withdrawal? Bitcoin or any other as well?

Dear trivicdrazen94, I'm sorry but it seems that the casino cannot do anything with the chosen method, sometimes it happens that banks refuse to accept payments from online casinos. In this case, we advise you to use another payment method, and cryptowallet could be an option.

Best regards,

Natalia

Good afternoon

Bitcoin is also available, the choice of cryptocurrencies on the site is quite wide - ethereum, tron, tether etc.

Sincerely, 1win team.

Dear 1win Casino, thank you for the reply.

Dear trivicdrazen94,

If you have been advised by the casino to use Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast and safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There are many online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please let me know how you decided and we will agree how to pursue this case. 

Best regards,

Natalia

Dear trivicdrazen94,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.