The player from Brazil has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. We contacted the casino and shared the information about the player's account verified and the withdrawal request processed. The player confirmed receiving the money, so the complaint was finally closed as resolved.
1win Casino - Withdrawal of player's winnings has been delayed.
Amount: 20,000 R$
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.
7.6
1win Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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I'd like to report an unpleasant experience I've been dealing with concerning the 1win online casino. Recently, I was fortunate enough to win a substantial sum on their gaming platforms. However, the process of receiving payment for these winnings has been exceptionally problematic.
After meeting all the requirements and requesting the withdrawal of my winnings, I noticed a significant delay in the payment processing. Concerned about this, I decided to contact the 1win casino support for clarification on the delay. I was advised to send an email to "security@1win.xyz", to deal directly with the security team and resolve any outstanding issues.
Following the instructions provided by support, I forwarded an email detailing my situation and the problems I was facing. I received a response in which the team requested the necessary documentation for verification of my account and the authenticity of the winnings. Although I promptly provided all the requested documents, I was informed that the verification process would take up to 14 business days.
However, as the 14-day period nears its end, I am growing increasingly frustrated with the lack of communication from 1win casino. Despite meeting all their requirements, I have received no updates on the verification status or payment processing. This lack of response is causing significant concern and is affecting my trust in the casino's integrity.
I understand that verification processes can take time, but the lack of communication is unacceptable. After all, transparency and clear communication are vital in maintaining players' trust in any gaming platform. I hope that 1win casino can recognize the importance of this aspect and expedite the communication process by providing regular updates on the progress of the verification and payment.
In summary, my experience with 1win casino has been marked by a considerable delay in the payment of my winnings, as well as a lack of adequate communication from support. I sincerely hope these issues can be resolved soon, so that I can regain trust in the platform and fully enjoy the services they offer.
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1 year ago
Dear williamtsus,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
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Hi Kristina, tomorrow is the 14-day deadline for verifying my account. I'll wait until tomorrow and come back here
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1 year ago
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I was actually wrong, the 14-day period ends tomorrow not today 
, I'll wait until tomorrow and come back here
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1 year ago
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Hi Kristina, the deadline has passed and I still haven't gotten any responses, the deadline given by the casino for me to receive responses from my verification was theoretically supposed to be today. I haven't received the withdrawal yet either
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1 year ago
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The first withdrawal requests were made on August 31
, I got to talk in the chat about the delay and I was instructed to cancel and do them again, so before I do the withdrawals again, I took advantage and played a little at the casino and the total amount I have to withdraw is 20,000 real, next I am attaching the conversation with the chatAlso, the maximum 14 days allowed to verify my account have passed.
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1 year ago
Thank you for your reply, williamtsus. Have you made any successful withdrawals before? Do I understand correctly that your account still hasn't been marked as verified?
Have you accumulated your winnings with or without an active bonus?
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1 year ago
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Hi Kristina, yes I've made successful withdrawals before, and yes my account still hasn't been marked as verified. I don't remember accepting bonuses.
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1 year ago
Thank you very much, williamtsus, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi williamtsus,
I've reviewed your case and am sorry that you came across such a problem with the verification of your account. 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 specify if you have received all the documents required for the verification and at which stage it is now?
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
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1 year ago
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Good afternoon
The player's withdrawal was successfully approved on August 20, and the verification was completed.
Sincerely, 1win team.
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1 year ago
Thank you for the updates, 1win Casino.
Dear williamtsus, can you please check and confirm that your account is now verified and the withdrawal request is marked as processed? Thank you.
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1 year ago
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Hello Natalia, yes, the account was verified and I was able to withdraw the funds, thank you very much for your help!
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1 year ago
Dear williamtsus,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
