The player from Italy has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
1win Casino - Withdrawal of player's winnings has been delayed.
Amount: €50
1win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi on 12 September I paid by credit card (and not rechargeable) the amount of 50 euros on 1win, I won and I wanted to try to see if the book was reliable even in withdrawals and then I immediately made the request for the withdrawal of 50 euros but on rechargeable Postepay with the knowledge that it took at least 24 hours for the credit .... 48 hours passed and not seeing any movement on the Postepay I send a message to the operator who tells me to send all the documentation including the photo of the first credit card .... I explain that it is not possible to collect on it because it is not a rechargeable one but a credit card and to prove that the postepay is mine and active I make a further top-up of 10 euros with the rechargeable. ...no reply. I sent all the documentation including the postepay photo and the answer was to wait up to 30 days ... in my opinion they have no intention of paying even if I sent all the documents they requested
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2 years ago
Dear russogiuseppefabio,
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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2 years ago
Dear russogiuseppefabio,
Have you received your withdrawal from the casino yet?
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2 years ago
Translation
Hello Kristina good morning for the moment I stopped playing on that site and I await the confirmation of the documentation to be able to withdraw ... obviously the amount is not so much here than I thought it would be a good idea to empty the account and not play it anymore .... cmq I think the unreliable book
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2 years ago
Thank you for your reply, russogiuseppefabio. Do I understand correctly that verifying your payment method seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
Hi Kristina no ... to this day I have not received any updates regarding the verification of my documentation ... but it does not matter also because I promised myself that I will not play on that site anymore ... thanks
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2 years ago
russogiuseppefabio, do I understand correctly that you are no longer interested in resolving this case?
