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

Hello, cordial greetings, I carried out the cash withdrawal operation in my bank casino account from February 20, 2023 to date, my deposit has not been made to my bank account, I have talked with only 1 win operators They say that I sent an email to an account of their own, they will solve it for me, I send it to the email they provide me and they never answer My ID 26***775..

Dear luis190117morq,

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

Dear luis190117morq,

Have you received your withdrawal from the casino yet?

Hello good evening I have not received in my email that I currently have in the casino no response from them only in the application it says the word in English waiting since I carry out the operation if I make the complaint why in other casinos in less than 8 hours my Withdrawal was balanced in my bank account but if you say that I have to wait 14 days tomorrow to make said request for withdrawal of funds...

Hello, good afternoon, today, March 6, 2023, it is 14 days since I carried out the withdrawal operation at the casino and I have not received my money. I request that you help me so that the casino responds to me with the money that must be deposited to me.... To my account bank why I don't understand if when I deposit the money to restart playing in your casino the refunded money I shut them up and when it's time to withdraw my winnings they don't want to answer me, it's something unfair and unethical as a company....

Thank you for your reply, luis190117morq. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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.

Hello, good morning, I obtained my earnings without any bonus, everything was for the money I deposited, regarding the KYC, they have not asked me for documents to carry out the complete identification process, they only asked me for my name, an email and my telephone number, I even sent them a mail to your email already has days and it is the date that they did not answer it to me.. security@1win.xyz I wrote to that email and they do not answer me, I do not know the reason or there is another email that you know.

Thank you very much, luis190117morq, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@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.  

Dear luis190117morq,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask 1win Casino to join the conversation and aid in the resolution of this complaint.

Thank you very much I appreciate it because in reality it is a long time of delay with my deposit of earnings I hope they answer you 1 win to solve this case ..

Good afternoon

The user needs to pass KYC, but we cannot send an email to the mail associated with the account, the email is always returned to the sender.

Dear luis190117morq, could you please specify another mail (Gmail service) so that we can contact you promptly?

Sincerely, 1win team.

Hello, good day, this would be l***@gmail.com, could you contact me then the one I have associated with the account did not work for you...

Thanks for the feedback. Sent an email to the above email address.

Sincerely, 1win team.

They are going to send me an email to the email that I have just provided to the other that I no longer have linked to the account.

Dear luis190117morq, have you received the email from the casino yet?

They haven't sent me any email yet, they just asked me for another Gmail to send me an email, I'm waiting for them to send it.

They already sent it as soon as it arrived

Thank you for the information. Does the casino ask you to send them verification documents for the KYC procedure? If so, please send the necessary documents to their address and then let me know that you have done that.

Hello, good afternoon, I have already sent my documentation to myself, KYC, so that I am aware...

Good afternoon

Verification has been successfully completed, the withdrawal of funds has been approved for the specified details.

Sincerely, 1win team.

Dear 1win Casino representative, thank you for your information.

Dear luis190117morq, please let me know when you receive your winnings.

Dear luis190117morq,

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.

Hello, good morning, I hadn't answered why you didn't let me answer first of all, thanks for helping me and the casino solved my problem and I received the payment, thank you very much. I appreciate it.

Dear luis190117morq,

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.

Kind regards,

Veronika

Casino.Guru