1win Casino - Player believes that their withdrawal has been delayed.

On September 29th, at night I made two withdrawals at approximately 9:15 PM Chilean time, and there is still no progress with that, there is no transfer and I cannot cancel the withdrawal to my MACH account.

$300,000 first and then $10,000

1Win casino gave me two application numbers, SPP-1987311 and SPP-1987305, but I still haven't received a response or a refund to my gaming account to withdraw the funds to another bank.

My account is verified, with my documents, email address, and phone number.

They also haven't given me an explanation for why there's a problem with withdrawals to MACH, nor have they provided me with the transaction number from the payment gateway for each amount, only the internal codes. They also threatened to close my account within 72 hours.

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Dear Mipau1993,

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

I can't wait those days since they told me they would close my account in 72 hours, that's why I came to you.

Thank you for the update. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you provide more details on why your account would be closed in 72 hours? Please provide screenshots of communication from the casino stating they will closed your account in 72 hours.

Thank you very much in advance for your reply.

Dear Mipau1993,

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.

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,
Jean
Casino.Guru