The player from Brazil faced difficulties with withdrawing funds from the casino and had been attempting to do so for days. Additionally, the casino removed the Pix withdrawal option. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint due to lack of information.
1xSlots Casino - Player’s withdrawal has been delayed.
Amount: 30 R$
1xSlots Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
I have been trying to withdraw for days, and they won’t let me. Now, they have removed the Pix withdrawal option.
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1 month ago
Dear menezesluciodouglas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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1 month ago
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Good morning!
Please allow me to clarify the situation in more detail.
Due to technical problems with the payment system, the withdrawal method via PIX is temporarily unavailable. We always try to offer alternative solutions to withdrawal issues and in this case we recommend using e-wallets such as BinancePay or WebMoney. We have noticed that these wallets are registered in your account but not yet confirmed, which causes an error when trying to withdraw with new details. Confirming the payment method may take some time, but it is the best solution in this situation. To verify your new wallet, follow these steps:
1) Make a minimum deposit with the wallet you want to confirm;
2) Wager an amount of 300% of that deposit;
3) Send an e-mail to with the subject "I want to confirm new details", including:
- Your gaming account number;
- Photo of the front page of your passport or other ID document registered on the site;
- Screenshot of the wallet's personal area, clearly showing your name and ID number, and a screenshot of the wallet's transaction history, where the transaction made to our platform is visible.
Make sure that the photo of the document is in color, of good quality and that all edges are visible in the image. If you use a mobile device, our experts can request a screenshot from a computer if the original image is not clear or does not show all the necessary information.
We recommend that you have several payment methods, confirmed in advance, for greater security. This makes it easier to withdraw if one of the methods becomes temporarily unavailable.
We are always happy to help and review the situation. If you have any further questions, please contact our support team, who are available 24 hours a day. All the best!
Sincerely,
1xSlots team
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1 month ago
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Strange that it's unavailable for withdrawal and not for deposit
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1 month ago
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You're forcing me to make new deposits. I don't want to make a deposit, I just want to withdraw what is rightfully mine.
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4 weeks ago
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Good morning!
Deposit and withdrawal are different operations, so a method may be available for deposit but unavailable for withdrawal.
Currently, the PIX withdrawal method is available on our platform. You can safely make your withdrawal request if you need to.
We would like to clarify that we do not require you to make deposits. However, in order to confirm a new payment method, the system needs to recognize the data, so it is necessary to make at least a minimum deposit using this method. This amount will be available in your account and can be used at any time. We suggest confirming the new method for your convenience, so that if the main wallet is temporarily unavailable, you can easily withdraw your winnings using an alternative. It's quick and convenient!
If you need any further assistance, our online chat support team is on hand to answer all your questions. We wish you all the best!
Sincerely,
1xSlots team
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