1win Casino - Player’s withdrawal is delayed.

Hello, can you please help me? I have been waiting for a month and a half for the withdrawal of 282,908.00 rub from 1win. They tell me via telegram, x, 1win technical support to wait and wait, and I am really annoyed and tired of writing to them every day waiting for a prompt solution.

I opened TICKETS, they gave me the order number, and what they said was to wait, wait, and wait.

4 days ago this email contacted me and they asked me for all my information, I gave it to them, then I've been waiting for another two days for a response from that email, and they stopped responding, and they also tell me the same thing: wait, wait and wait...

I really appreciate it if you can help me.

Hello rjtm98,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, good afternoon, thank you for responding.

I made the withdrawal on March 8th, and they only told me to wait, wait, and wait.

According to them, all the checks were carried out positively.

This message was sent to me a few minutes ago:

Good night!

We understand your concerns regarding ticket "PMNT-2649959." We are working on the issue and doing everything we can to correct the situation as quickly as possible. We apologize for the inconvenience. We value your trust and want you to feel comfortable using our site. We will inform you of the results as soon as they are known.

--

1win Team 💙

They keep telling me this message since March 8th, and they don't solve it for me.

Hello!

Your request has already been submitted. In this case, we need a response from the payment system. Please wait; specialists are working in order of the queue.

--

1win Team 💙

Good afternoon, I just received a reply to this, always the same text: wait, wait, and wait.

They've been at it for a month and I don't see my money in my bank.

Hello!

We apologize for the delay in processing your withdrawal and understand this has caused you concern. We want to assure you that your case will be treated with high priority.

We are doing our best to review your requests "PMNT-2397315" and "PMNT-2393075" as quickly as possible and ensure all necessary steps are taken to rectify the situation.

--

1win

Team 💙

Hello good evening, this is what they keep telling me while I've been waiting for more than a month for my withdrawal. I'm tired of the 1win team telling me the same thing and not getting any help!

Hello good morning, I'm still waiting for my 1win withdrawal, but I still haven't received the money 😪

Hello, good morning. I asked 1win support and they keep telling me the same thing: wait, wait, wait...

This is what they answered me:

Please wait a moment, I'll check the request.

01:50

Thank you very much for waiting.

01:58

You:

PMNT-2397315

PMNT-2393075

Your request is still being verified.

The answer to the question about the delay will be given to you as soon as possible.

01:58

Thank you for your comments. If you have any questions, please feel free to contact us again through this chat. We wish you all the best!

I'm tired of 1win telling me the same thing!

Hello Casino Guru, what happened? Have you been able to resolve anything?

Thank you for waiting. We're awaiting the supplier's response.

Over a month of waiting, and all this casino says is this! They always respond the same way!

Thank you rjtm98 for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello good morning, what have you been able to resolve?

Hello, good afternoon , 1WIN casino has already disappointed and annoyed me!!!!!

1win support keeps saying the same thing, nothing new, this is what they wrote:

Hello, welcome to 1win Customer Service!

Please wait a few minutes while I review your information. This may take a while, but we appreciate your patience.

I've reviewed the information in your application. The deadline has been exceeded due to additional checks. I've already forwarded the request to the appropriate department for clarification. Please wait.

I've been told this for a month and a half! I'm tired of being told the same thing and not getting a solution!

Hello rjtm98,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide some information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello, rjtm98!

Your application has been processed. The specialists have canceled the hanged withdrawal operation and the funds have been returned to your account. 

We have checked your transaction history and we can see that you managed to withdraw the funds. The last withdrawal operation is in the status "Successful. 

Sincerely, 1win team.

Hello, good afternoon

I had many problems with this casino, I will try to summarize what happened since the topic is very extensive:

First, the days I had written many times waiting for a response from support, they always told me to wait and wait and wait. Once I entered the 1win customer service chat, and another person who was not me, was clicking the default chat buttons, asking that the withdrawal wait had passed 48 hours (I will send all these screenshots). Support responded in English. Anyway, that was for approximately 5 days. During those days, I even entered, and there was an open chat, and I was like, wait a minute, what's going on here? Another person asking questions without my authorization? I tried to investigate, and in my email, I sent my payment information to this email. In that email I added all my personal information up to my 1win ID.

Second, one morning I receive a verification code in my email, and that seemed very strange to me, since when I receive something about verification in the email, it is because someone is trying to enter my account, anyway, I did not pay attention to it. Then suddenly they write to me in the email that I had sent my information, that they will send them my ID so they can transfer my full money, that seemed very strange to me, after I saw that the verification code came out, I enter my PC and my session closed only on my PC, but not on my phone, then I check the withdrawals and the main withdrawal was rejected and I am like what's going on and this? When I see that my money does not appear in the wallet, I write to the 1win telegram bot and they tell me the following

1. 2.

3. 4.

1. and 2. I asked via telegram and they told me that bets had been placed on that team, something I have never supported, much less this type of events. I have only played slots and quick games.

3. and 4. The first bet they made, they made it with my money and it was rejected that same day.

5. I panicked and wanted to withdraw quickly because I saw that the money they had bet was going down, what I was able to recover was the sold bet, and immediately when I saw that I wanted to do how to get that money out of there, it went to my wallet, I withdraw with cryptocurrencies and it tells me that I don't have any money, and I, these people are hacking my account, it occurs to me to change my 1win password for security so that they continue betting my money.

After that everything went back to normal, and I managed to withdraw but it was half of what I had, basically they stole the other money from me through a hacker

6. Then seeing this betting procedure, I bet myself that very small amount to win something back and I couldn't because I lost them too.

It's a good thing I didn't give my ID to this email because otherwise they would have hacked my entire 1win account and I wouldn't have had my money.

In short, my account was hacked, then changing my password everything was normalized, I attached an image of what I was able to withdraw which was only half of what I earned.

Of the 282,908.00 RUB, I managed to recover 130,012.44 RUB, what the casino hacked me was 152,896.00 RUB

Another thing that I also see as very dubious and dangerous for other new users is that when I sent my claim data, this email According to what about payments, it is not official from 1win, it is a hacker account, be very careful, because what they tell me in Telegram support is that 1win emails only end in @1win and never in Gmail.

I hope you can understand my case, that the 1win casino stole the other half from me because of a hacker who entered my account, and that I was very attentive and for security I had to change my password to

that this doesn't get worse

I appreciate your prompt response.

Dear rjtm98,

I am really sorry for the whole situation you have experienced, but unfortunately we are unable to help with any cybercrime-related issues, and you need to contact the police department regarding that.

Let me ask you, though, if you have received your money back to your account as the casino representative wrote in the post above so we can close this complaint?

Thank you in advance.

Respectfully,

Romi

I only received half, the other half was stolen from me by 1win

I do not recommend this casino, it has an infiltrator (Hacker) who steals your money so you don't have to pay in full, what a disappointment!

Dear rjtm98,

Thank you for the clarification.

As I said before, unfortunately we are unable to help you with such a situation. Please contact the police department in your area if there is any proof of what you are saying.

I will now mark this complaint as "resolved" in our system and hope that a situation like this never happens to you again.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru