The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. After our team had reached out to the player to inquire about the status of her withdrawal, there was no response. Despite extending the response deadline, the player remained unresponsive. As a result, we were unable to investigate the issue further and had to reject the complaint due to lack of communication from the player's side.
1win Casino - Withdrawal of player's winnings has been delayed.
Amount: €40
1win Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
I'm trying to make a withdrawal of 40 euros that I won while playing, they keep insisting the problem is with my bank but it's the same card I used to reload, so it can't be possible. They told me to attempt other withdrawals but they require a minimum amount of 300 euros to make a transaction to my bank. I need a solution, I have read several complaints about poor handling of refunds by 1win.
Automatic translation:
Public
Public
8 months ago
Dear hailingchow30,
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
Public
Public
7 months ago
Dear hailingchow30,
Have you received your withdrawal from the casino yet?
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