1win Casino - Player’s withdrawal is delayed.

Hi, i withdrew my money from the 1win balance to my crypto wallet on January 6th, 2025 and yet didn’t receive anything , when im trying to contact support they give me the security email to contact with, i contacted the security and they asked me for photos of the cards that ive been used to deposit on 1win, i provided anything, every single time they request different things, they’ve never been straight with me. its been a lot of time and i’ve never been delayed that much its not the first casino website that i used, only 1win taking a lot of time its almost a month

Dear basharsaid1,

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. 

• Could you please share a screenshot of the withdrawal request with the status visible?
• Have you previously withdrawn winnings from the casino using the same payment method?
• Could you please share with me your communication with the casino when trying to resolve the issue to support your complaint? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear basharsaid1,

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.

We’ve reopened this complaint at the request of basharsaid1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

sorry i wasn’t available ill send everything now

i opened another complaint from another account and provided everything because i wasn’t able to reopen this complaint.

Thanks for your message.

Do I understand correctly you deposited using your friend's card in the casino? Under which circumstances?

Could you please provide a more detailed description of the events?

Please let me know.

Thanks for pointing that out. I will close the new complaint since we don't publish duplicate complaints.

I'll wait for your reply.

please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

Dear basharsaid1,

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.