1win Casino

Case summary

The player from Brazil is experiencing difficulties withdrawing his winnings. We closed the complaint because the player stopped responding.

Discussion

Public

ibisencaio

Bronze

Brazil

Public

2 years ago

Original

Translation

I'm trying to make withdrawals and every time it was rejected without showing any reason, so going back to the game account, the support told me to do several things and none of them fit, failing again, and I would like to withdraw my winnings

Automatic translation:

Public

Tomas

Complaint Specialist

Public

2 years ago

Dear ibisencaio,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please allow me to ask you a few questions, so I can better understand the situation.

Could you please advise if your account has been fully verified?
Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
What did the casino support advise you to do?

Looking forward to hearing from you.

Best regards,

Tomas

Public

ibisencaio

Bronze

Brazil

Public

2 years ago

Original

Translation

Hi Thomas, how are you? The account c finds everything right, when I asked for support they said that everything was fine with my account and with them, after that I asked why I couldn't withdraw and I didn't get a clear answer just instructions that were not feasible as if the problem was being me. And I did what they asked in the instructions to change pix key I tried via bitcoin smaller values and no return of my earnings. Detail my currency would be the Brazilian Real

Edited

Automatic translation:

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Tomas

Complaint Specialist

Public

2 years ago

Dear ibisencaio,

Could you please forward the communication (chat transcripts, emails) between you and the casino to my email at tomas@casino.guru? Was this your first withdrawal from the casino? Which payment methods did you try in order to withdraw? Is your account verified, or did the casino request any documents for verification?

Public

Tomas

Complaint Specialist

Public

2 years ago

Dear ibisencaio,

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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Tomas

Complaint Specialist

Public

2 years ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

1win Casino - Player's struggling to withdraw his winnings.

Player stopped responding

Amount: 1,400 R$

Case summary