1win Casino - Withdrawal of player's winnings has been delayed.

Hello, since the 3rd of this month, I've been unable to withdraw money from the 1win casino. I received my salary in cryptocurrency and immediately made a deposit into 1win. After playing a bit, I won 60k, didn't withdraw for 3-4 hours, cancelled, and lost until I was down to 29k, and then won 300k. I have VIP status and was told to write an email, but I am being completely ignored via email. I wouldn't want to lose my hard-earned money this way, I hope you can assist me! Thank you in advance.

Dear DarkSide,

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

Their rules say conclusions from 60 minutes on their part

And the rest of the time, they didn’t even approve the payments, they say write to the post office, but they don’t answer the post office

Dear DarkSide,

Have you received your withdrawal from the casino yet?

Dear DarkSide,

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.

They withdrew me 15k with a commission and haven’t returned it to my balance yet, but they promised

Has the commission been returned to your balance yet? Please keep us updated. Moreover, please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru. Thank you.

Hello, no, the commission has not been returned, since I blocked my account, if they returned it to my balance, let them unban me, I will withdraw it and they will block it back

The casino does not want to return the balance, they rely on the payment system taking it, but their payment system is coinmarket, I checked the rates and did my calculations, so it turned out that 15k did not arrive

Please send me any relevant communication between you and the casino regarding the issue with the commission. My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.

The forum doesn’t resolve the complaint at all, it just asks for some kind of correspondence, what’s the point of you?

I apologize but it's a common practice to request communication between the player and the casino when dealing with complaints so that we could gain a deeper insight into the whole situation.

Please keep in mind that casinos or payment systems sometimes apply conversion or withdrawal fees, so I wanted to check if this is also the case for you.

As I understand it, no one will solve anything, I am closing complaints due to inaction on the forum, they have not written a commission anywhere.

You do not provide forum services, but only work as a reviewer no more

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.