1win Casino - Player’s withdrawal has been delayed.

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Dear Fachundo1322,

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'm still waiting for payment.

Hi Jean, I'm still waiting for the payment. I was never able to send the PDF with my account statement through this chat to verify that the money never went through. So I sent it via email so you can have it and see the truth of what I've said.

Warm greetings and many thanks.

Thank you for providing the additional information.

I understand that the ARS 50,000 withdrawal was reportedly rejected by the payment network, while the funds have neither reached your Mercado Pago account nor been returned to your casino balance.

To better understand the situation, could you please clarify the following:

• Is your casino account fully KYC verified?
• Have you made any successful withdrawals from 1win before? If so, did you use the same payment method?
• Were the winnings associated with this withdrawal accumulated with or without an active bonus?

Unfortunately, I was unable to open the PDF document you previously sent. Please send it again to jean.s@casino.guru, together with any new or relevant communication you have had with the casino regarding this withdrawal.

Once you have sent the documents, please let me know here in the complaint thread.

Thank you for your cooperation.

Dear Fachundo1322,

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