1win Casino - The player struggles to withdraw his money.

Hi 1win!

I have tried to withdraw 300 EUR from my balance, and it didn't work. Withdrawal request I have cancelled, and repeated some days later, it didn't work again. Neither Perfect Money, nor crypto payment systems works! Nothing does work, if you want to withdraw your money.

I have contacted your support team 10s of times, wrote to your email addresses 10s of times:

partner@1win.xyz;

support@1win.xyz;

security@1win.xyz;

payments@1win.xyz;

business@1win.xyz

Support repetitevely copy-pasted the same message - zero value!, and nobody responded to my problem via email.

This is your customer service and fairness. All these are against to your Terms of Service.

If it is about putting deposit, everything works perfectly, without any single issue. There are plenty of choiches to milk your money, but no options to withdraw.

Hello seymur,

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 the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thanks for highlighting my problem. Appreciated!

Honestly I am not sure what you exactly mean with "account verification"? But I was able once to withdraw money (this fortune happened ONLY once) from my balance, was able to bet, win/loose etc. with real money, so i have never used bonus, but real money in EUR.

My recent withdraw requests were either cancelled, or remained in unknown status (pending? processing? no information really!).

Well since I have faced the reported issue, I have no single response from 1win team. Except useless copy-pasted template messages of support team in chat section, I have never got a single response from their team to understand what is the problem.

Bests,

Seymur

Hello seymur,

Verification means whether you forwarded your documents to verify your identity and payment method in the casino.

Some casinos allow you to withdraw a smaller amount of money without the verification but at higher amounts, you need to forward multiple documents like passport, proof of address, bank account ownership confirmation and so on. Can you please advise if you have done this step?

Hi Nick,

nobody from 1win has asked me yet for any document you mentioned. But i'm ready to provide in case they require.

Many thanks and regards,

Seymur

Hello seymur,

Please be sure to ask the casino about the verification process and provide them all the documents they request. Once your account gets verified, please try to request a withdrawal and let us know the outcome.

Dear seymur,

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.

Hi Nick,

unfortunetely i found email response by 1win very late in my spam inbox and provided required docs for account verification. Currently i'm waiting for approval. I'll let you know when my account got verified.

Bests, Seymur

Hello seymur,

I'm glad to hear that the verification is moving forward. We always recommend to wait at least 14 days for the full process to be complete but it might be much shorter as well.

Let us know in case of any update.

Dear seymur,

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.