1win Casino - Player's withdrawal is being delayed.

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Hello,

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,

Attila

Not sure you fully understood, what happens is this , I withdraw (doesn’t matter which method I use) and it pends for about half an hour after which it cancels by itself. It’s been about 5 days of me trying and trying again , I’ve contacted support and they basically just tell me to try again in 15 minutes and/ or make an appeal if it’s pending for more than 24 hours which never happens because after about 30 minutes it automatically cancels. So basically I’m stuck in this never ending loop of not getting anywhere. Please let me know if there’s anything that can be done.

Thank you for your reply. Could you please attach a screenshot of your withdrawal history and forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

so I’ve had maybe 20 interactions with customer support that always end up with similar responses as u see , I’ve also attached successful withdrawals I made (the same day the problem started happening) and you can also see the canceled withdrawals on the screenshot where at the top there’s a pending withdrawal (which also canceled around 30 minutes after I took the screenshot) I have at least 100 canceled withdrawal attempts. I’m willing to give 5% of my balance to anyone that helps me in all seriousness , it’s almost 3 weeks that i can’t get my money no matter what I try. Doesn’t matter which method. SOS

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Lucia (lucia.s@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,

Attila

You can forget it , I figured it would never get resolved and I drained the account , thanks for reaching out to me - a month + of canceled withdrawals is enough for me to know this is either a scam casino that only gives you back what you’ve lost and not more. Thanks for dealing with me it just simply took too long

Dear Apowithdrawissues,

Thank you for your update.

Since you have confirmed that the disputed funds have already been played and there is no remaining balance available for withdrawal, we are unfortunately no longer able to continue investigating the original withdrawal issue.

As the funds in question are no longer available for withdrawal, we will now proceed with rejecting and closing this complaint.

Thank you for your understanding.