The player from Peru has been waiting for his withdrawal of 1344 PEN since July 20th, which is marked as credited in his history but has not arrived. Despite providing his bank statement and contacting support over the last month, he continues to receive the same response regarding his request being under review.
1win Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 1,344 S/.
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Translation
I requested a withdrawal of 1344 PEN and since July 20th, the money hasn't arrived. It appears in my history as credited. I sent my bank statement showing that I haven't received any deposit from 1win. I contacted support and they gave me ticket number SPP-1034195. I've been contacting support for over a month and I only receive the same response: "I have verified your case and the request is currently under review."
Please, if you could help me with my case, because sometimes I really feel like the money will never arrive in my account. I don't know what else to do. My 1win ID is 367604666
Automatic translation:
Public
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3 weeks 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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3 weeks ago
Dear nando19,
Thank you very much for your update.
To help me better understand your case, could you please answer the following questions?
- Did you successfully withdraw funds from this casino before?
- Did you use any casino bonuses, or do you currently have any active bonus?
- Did you complete your KYC verification?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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2 weeks ago
Dear nando19,
Thank you very much for your clarification.
Could you please send me all relevant communication you have had with the casino regarding this withdrawal and the ongoing investigation, including any communication related to request SPP-1034195?
You can attach the screenshots directly here in the complaint thread or send them to my email at karla.m@casino.guru.
Thank you very much in advance for your cooperation.
Karla M.
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1 week ago
Dear nando19,
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 days 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,
Karla
Casino.Guru
