1win Casino - Player's winnings from the tournament are delayed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

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

• Is your account accessible to you? Can you log in?
• Have you made any previous payouts from the casino?
• Could you please confirm your account is verified?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes account is accessible .

Previous payouts on 1st feb .

My account is verified.

.

1Win is making excuses everyday .. Its 23 day have passed since tournament ends.. Still didnt get solution not even a single time right answer only making excuse to wait its on final stage . but now its too much please take serious action regarding this.

Check this chat screenshot in which they are aaying my ticket is in its final stage and manuall audit is left now its 23 day have passed .. Every day they are buttering and buying time making new excuses .. Please help me out i need my winning amount.

Dear Raj897,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Raj897,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I'm reaching out to kindly follow up on the status of the tournament winnings disbursement, as a considerable amount of time has now passed since the tournament concluded.

We understand that certain processes can occasionally take longer than anticipated, but we also believe that timely and clear communication plays a key role in maintaining player trust. At this stage, the matter remains unresolved, and we would greatly appreciate your clarification on when the player might expect a positive update or, ideally, a resolution.

As always, we hold reputable casinos to high standards when it comes to the fair and efficient handling of player concerns, and we’re confident that your team shares that commitment.

If there are any specific factors relevant to this case that cannot be shared publicly, please feel free to contact me directly at michal.k@casino.guru. I'd be happy to review any additional context you may provide.

I look forward to your response.

Hello!

Thank you for contacting us.

We have checked the information on your request and are ready to provide details:

The application was successfully reviewed on March 3. 

The winnings of INR 213,600 have been credited to your gaming balance.

All funds for this application have been credited to the balance in full. If you have any questions about other operations or need additional information, please contact us. We are always in touch!

Sincerely,

1win team.

I haven't get winning money yet ...

Dear 1win Casino,

Please forward me any evidence that verifies the crediting of the winnings amounting to INR 213,600 to the player's gaming balance, as you mentioned above.

If it is more convenient for you, please feel free to send it directly to my email at michal.k@casino.guru.