1win Casino - Player’s winnings are delayed.

Since October 24th, I've been trying to get my winnings paid out. I’ve sent emails, verified my account, contacted support daily, and there's still no solution.

Dear anabellasastre19, 

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?

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

Has the casino customer support explained the delay in your withdrawal request?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning.

- If you previously removed it without any problem.

- They never responded to my verification email, even after the 15 to 30 days it takes to resolve it.

- Never use bonuses within such a platform.

- The support service they provide in the chat told me that I should verify the account and send an email to 1win security.

Thank you so much

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports only?

Dear anabellasastre19,

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.

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.