The player from India had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The Complaints Team noted that the withdrawal process might take time due to KYC verification or high volumes of requests. After the recommended waiting period, the team had sought updates but received no response from the player. Consequently, the complaint was closed, with the option for the player to reopen it in the future if desired.
1win Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 148,500 INR
1win Casino
Safety Index:HighCase summary
Discussion
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5 months ago
I have total money 148,500 rupees and Hello team I had made a withdrawal 120,000 rupees through 1win and it shows pending and so I had contacted to security team and they sent a link for kyc submission and I had completed my kyc successfully and even though they had approved my kyc and still they kept my withdrawal in pending and not allowing it to withdraw successfully and I had sent email to them regarding this issue many times but they is no response from their side and please solve my issue .
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5 months ago
Dear player,
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 the 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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5 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
Dear Maya3651,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
Dear Maya3651,
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.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
