The player struggles to withdraw as his request got canceled multiple times. The player stopped responding to us so we were forced to close the complaint as "rejected".
1win Casino - The player struggles to withdraw.
Amount: Mex$6,190
1win Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
1win Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have already tried several times to withdraw the money from my 1win account but the money is returned to the account, they tell me that I have to try several times until they let me withdraw the money but I already tried too many times and it does not let me withdraw the money, I already made sure that I am putting the card number correctly but the money is still there without being able to withdraw it to my card.
Automatic translation:
Public
Public
2 years ago
Hello je130504,
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.
When exactly did you request for the first withdrawal? When was the last time you contacted the casino and did they respond to you since? Did you accumulate your balance from real money or did you use any kind of bonus?
Is your account verified?
Please note that we usually advise to wait at least 14 days for the first withdrawal to be processed as it may take longer in some casinos to finish the verification process.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Hello
I requested the first withdrawal on June 7, 2022.
The last time I contacted the casino was Thursday June 9, 2022, but the person I contacted never replied to me.
Yes, I accumulated my balance with real money with a deposit of $1,500 MXN.
I registered the account but I don't know how to verify it, I think my account is not verified.
The casino refused me the withdrawal of the money within 10-20 minutes of requesting it.
Automatic translation:
Public
Public
2 years ago
Translation
And another thing, I don't know if the casino has inactivity rules or something like that, I would just like to clarify that I am not going to play anymore in a casino where you cannot withdraw money and risk not being able to withdraw it, I already tried to withdraw it from on June 7th and it still doesn't work.
Automatic translation:
Public
Public
2 years ago
Hello je130504,
Please note that it won't be possible to withdraw your balance until you finish the verification process. Please check if it's possible to upload your documents directly into your casino account and if not, be sure to contact the support by live chat or e-mail and ask which documents do you need to send them.
Public
Public
2 years ago
Translation
Hello, I just chatted with a 1 win employee and he told me that there are no restrictions on withdrawals and no verification is needed to withdraw my money. It tells me to keep trying until I succeed, same as everyone else and I try several times and it won't let me, it's definitely the casino's mistake and I want my money back.
Here is a screenshot.... 
" You do not need verification to withdraw funds. That's right. "
Automatic translation:
Public
Public
2 years ago
Thank you je130504 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hi je130504,
I've just reviewed your case and fully understand your concerns. In order to help you resolve your complaint, I will contact the casino.
I'd like to invite 1win Casino to join this conversation and participate in the investigation. Could you please provide us with more information? Are there any reasons for the player's withdrawal requests to be canceled?
Best regards,
Natalia
Public
Public
2 years ago
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’.
Public
Public
2 years ago
Hello!
The user's withdrawal was canceled by the bank, from our side no problems and restrictions on the account. We connect as many payment systems as possible, so users do not have problems with withdrawal.
If the withdrawal is declined, the money is returned to the account and it can be withdrawn again. We do not restrict users in any way.
We recommend the player to use other payment methods to make the withdrawal.
Sincerely, 1win team.
Public
Public
2 years ago
Translation
Well, they gave me other information, they told me that the CASINO payment system rejects withdrawals and you have to keep trying until the withdrawal is successful, but it never was. Why before they gave me some information and now they say that the one that rejects the withdrawal is the bank?
Edited
Automatic translation:
Public
Public
2 years ago
Translation
Well, as you say that the problem lies with the banks, well, I tried another type of payment which is "Perfect Money" and when I withdraw the money does not appear in my Perfect Money account, I guess I have to wait for it to successfully transact money to my Perfect Money account, so I will wait and trust your payment methods.
Edited
Automatic translation:
Public
Public
2 years ago
Translation
Here I report if this payment method worked for me, otherwise my complaint remains until it is resolved and I get my money back.
Automatic translation:
Public
Public
2 years ago
Translation
Well now I'm here to inform you to use your shitty "Perfect Money" payment method and nothing came to that account, they told me first that it's the bank's fault, now they're going to tell you that the Perfect Money app " is to blame"? Do not try to wash your hands, my money is your responsibility and now I no longer have it due to your payment methods, I hope you reconsider and return my money, I no longer ask for the $6,190, if you give me 60% of I'm satisfied with my money, but please give it back to me.
Edited
Automatic translation:
Public
Public
2 years ago
Translation
It can't be, I wouldn't have used the Perfect Money payment method, I put an account that wasn't mine and now someone else has my money, is there any way to get my money back from the person I deposited? That was already my mistake but well, you must also have card withdrawals available, but tell me if there is any way to recover them because I do need the money and I do not want to lose it to a casino that does not have stable withdrawals and because of a slob of mine.
Automatic translation:
Public
Public
2 years ago
Hello!
As previously reported, there are no restrictions on your account by the site to make withdrawals. Withdrawals are rejected by the payment system.
We repeatedly recommend you to make a withdrawal to other details which belong to you as a user - a card of another bank or to another e-wallet. All attempts of withdrawal you made to the same card whose payment system rejects withdrawal. That may be the problem. Please try to make a withdrawal to other requisites. From our side there are no limitations for your account.
Regards, 1win team.
Public
Public
2 years ago
Dear 1win team, thank you for your clarification.
Dear je130504, can you please try any other method for withdrawing your funds?
Regards,
Natalia
Public
Public
2 years ago
Dear je130504,
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.
Public
Public
2 years ago
Unfortunately, we haven't received any reply from the player and therefore are forced to close this complaint as "rejected" as it is no longer possible to continue investigating the case without updates from the player.
je130504 can request to reopen the complaint at any time.
