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

I've been trying to request a withdrawal since the 23/06th and it just stays in processing mode, I've already sent documents, email, contacted via telegram and no solution!

Hello robertovinix,

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 is your account fully verified? 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

I sent the documents on 7/1, they never asked me for the documents but I sent them anyway to see if it would speed up the process, I never used bonuses..only my balance

Hello robertovinix,

As you submitted your documents less then 2 weeks ago, I would probably recommend you to wait at least until the end of this week for an update. If they won't respond or let you know the status of your payout, we will definitely try to intervene.

Hello robertovinix,

As there is no concrete reason provided by the casino for blocking your account, I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello robertovinix,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1Win Casino to join the conversation and participate in the resolution of this complaint.

Dear 1Win Casino,

Can you please explain the specific reason for the player's account having been blocked?

Kind regards,

Adam

1win replied here on the site, but didn't say anything about my balance which currently stood at 22,000BRL. I would like to know how I will receive my money!

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!

Your account is blocked for violation of paragraph 9.7. of the Terms of Use of the site, section "General Terms and Conditions (hereinafter - the Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Regards, 1win team.

Hello 1Win Casino,

Thank you for your response and explanation. Could I ask you to please provide some supporting evidence for us to review?

It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear robertovinix,

The casino has supplied evidence relating to you having used software to automate betting on sports, which is in direct breach of the terms and conditions of the casino.

Unfortunately, as this complaint relates directly to sports betting rules, I am afraid we will be unable to help in this case and the complaint will be rejected. We do not have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue.

Please understand, that we wouldn't be able to advise you correctly as we don't have enough insight on sports betting.

I’m truly sorry I couldn’t be of more help.

Kind regards,

Adam