The player from South Korea reported that his withdrawal had not been processed for 48 hours, and he was unaware of the reason for the delay. He noted that many other players in Korea were experiencing similar issues. The Complaints Team acknowledged the delay and advised the player to wait for a minimum of 14 days before submitting a complaint. After the recommended time frame passed without a response from the player, the complaint was closed due to lack of communication, but the player was informed that he could reopen it in the future if he chose to do so.
1win Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: 1,000,000 ₩
1win Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
My withdrawal hasn't been processed for 48 hours. I don't know why I'm not receiving my money. It's not just me, but many Koreans who haven't received their money. This is a complete scam.
Automatic translation:
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7 months ago
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, please, let us know and we will intervene and try to help you.
I have scheduled a follow-up for 12 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.
Thank you in advance for your patience and understanding.
Best regards,
Katarina
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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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6 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case?
Thank you for your time, and I look forward to your response.
Katarina
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6 months ago
Dear Huiei88,
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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6 months 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,
Katarina
Casino.Guru
