1win Casino - Player's withdrawal is delayed.

I made 12 withdrawals from the casino to Binomo, but only 9 arrived at Binomo. In any case, Binomo is asking for information to file a claim, which 1Win refuses to provide.

Dear rodriiigg1992,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• What is the current status of the missing withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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,

Kristina

Dear rodriiigg1992,

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.

The withdrawals are all successful, all 12,

They are all withdrawals in btc, and they do not provide the link to see the withdrawal on the blockchain

They refuse to provide detailed information about successful withdrawals (information required by the entity receiving the withdrawals to make the corresponding claims), as well as the link to review the transaction on the blockchain, these withdrawals being in cryptocurrency.

Thank you very much for your reply, rodriiigg1992. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Could you please confirm that you have passed KYC verification? : Yes

Did you accumulate your winnings with or without an active bonus? : none bonus

What is the current status of the missing withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread - they are all listed as successful and completed.

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Tomorrow I will send the details of the conversation.

Please note I still haven't received any emails from you.

Today I will be sending, I am having problems logging into the account

Thank you very much, rodriiigg1992, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello rodriiigg1992,

I am so sorry to hear your withdrawals haven't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you state why the player's withdrawals have not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Good afternoon

Dear rodriiigg1992 , please write the dates, times and amounts of withdrawals from the "Details" section that were not credited to your account.

Best regards, 1win team.

I cannot, in any way, know which ones were impacted and which ones were not, due to the fact that they are of the same amount, at the same time and all to the same destination, but of these 12, only 9 arrived, more than a month and a half having passed, that is why I need you to provide me with complete information on the 12 withdrawals.

Hello rodriiigg1992,

Can you provide us with the hashes of the transactions that got through? You should have nine transactions in your Bitcoin wallet.

I'll be awaiting your reply.

The hashes are what I am asking you for, they are withdrawals, not deposits, it is exactly what I need to make the claim to the entity receiving those withdrawals.

Hello rodriiigg1992,

If you provided us with the hashes we could exclude these transactions and the casino would know which transactions did not go through.

Dear 1win Casino,

Could you comment on this?

I'll be awaiting your reply.

I understand, now I ask you to see if it is possible for you to pass it to me

They refuse to give me the hashes, they say that it is information that they do not have available, I understand that it is more work for you, but I would need you to send me the link, the hash of the 12 withdrawals please

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

Please, rodriiigg1992 , contact us by email . Please describe the situation in detail. We will request all the information and help solve the problem.

Best regards, 1win team.

Hello rodriiigg1992,

Did you try to contact the casino via email?

I'll be awaiting your reply.

I have already contacted them by email, detailing everything, on repeated occasions, without any solution. The only thing I ask of them is information, which they refuse to provide.

Dear 1win Casino,

Could you comment on this?

I'll be awaiting your reply.

I don't understand why they don't provide basic information like the hash, or the link to see the withdrawal status in the block chain like other online casinos do, not even asking for it, which is not necessary in other casinos since it appears in the transaction details.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Dear 1win Casino,

Thank you for your response.

Please update us as soon as possible.

I'll be awaiting your reply.

Please provide me with the link to check the status on the blockchain and the rest of the details of the following 3 withdrawals, which appear successful, but never reached their destination. Withdrawal in bitcoin for 249,977.00 at 07:43

for 249,977.00 at 07:45 and for 249,977.00 at 08:25 all made on 01/11/2024

Good afternoon

Dear rodriiigg1992 , Please clarify from which email address you contacted our mail? We have not received any requests from the email linked to your game account.

Best regards, 1win team.

Hello rodriiigg1992,

Could you update us on the situation? Did you achieve any progress with the missing withdrawals?

I'll be awaiting your reply.

No progress, they still have no impact, and they still do not provide the requested information, they only ask to take steps that lead nowhere, to keep me in a loop without sense or solution. More than 2 months have already passed since the operations were completed.

Dear 1win Casino,

Could you let us know if you received an email from the Player?

I'll be awaiting your reply.

The email was sent from the account linked to the game, and to the address

They continue to avoid the problem, sending me to channels where they do not give an answer. It has been 2 months now, so I turned to a third party, because I have no direct solution, and here too they refuse to provide any solution, or even the requested information. It is simply information about my own transactions that I am asking for.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We have not received any requests from the email address linked to your game account. No messages have been received by the account ID either.

Please, rodriiigg1992 , contact us by email .

Best regards, 1win team.

Is this serious? Messages from my account ID were not received? This is already a joke. I am attaching the screenshots of the emails and chats I sent previously where it is clearly seen that they refuse to give me the same information that I am requesting here.

, they are not only horribly evading the request, but they are blatantly lying.

Hello rodriiigg1992,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I understand, thank you very much

Dear 1win Casino,

Did you manage to receive the emails from the Player?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I sent the screenshots of the emails sent, you can at least confirm that that is the correct mailbox.

Good afternoon

We still haven't received any letters. There are no requests with the user ID at our email address.

Please clarify, maybe you are experiencing an error when sending a message to our email?

Best regards, 1win team.

I HAVE NO PROBLEM SENDING EMAILS, YOUR ADDRESS, THE ADDRESS YOU PROVIDE REJECTS ME, I SUPPOSE THAT DUE TO THE AMOUNT OF PROBLEMS PEOPLE HAVE, THEY ARE OVERWHELMED.

because they are thieves

Hello rodriiigg1992,

Could you resend the email and CC me? My email address is [email protected].

Thank you. I'll be awaiting your reply.

It is sent, then they give me an invalid address, and I send an email that no longer reaches them, and they leave me like this without a response or solution.

Dear 1win Casino,

Could you provide us with an email address where the email needs to be sent?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

The letter must be sent to the email address .

Dear rodriiigg1992 , You can try sending a letter from another email address. When contacting us, be sure to include the game account ID. This is necessary so that we can check the information on your account.

We successfully receive letters from other users to our email.

Best regards, 1win team.

It was sent to the email address you provide from the help chat, and it was sent from the email address associated with the account, the player id of the account was also indicated. It is obvious that they are going to continue without giving me any solution, as has been the case for 5 months, I ask casino guru to at least give it a bad rating, since I will not have a solution, on the part of casino guru, because it is beyond their reach, and on the part of 1win due to the company's negligence.

They do not even provide an email address through this means, as I request from Casino Guru, they just evade questions and divert the topic.

Dear 1win Casino,

Could you provide us with an email address where the letter needs to be sent? If you do not provide us with an email address, it will be taken as an act of non-cooperation and the complaint will be closed as unresolved, which might lead to lowering the rating on our website.

I'll be awaiting your reply.

Good afternoon

Dear site moderators, we can ask the user to send an extract to your email address. Unfortunately, we do not receive letters from the user to our email .

The extract must be from the date of withdrawal to the present day in PDF format. We will forward the information to our specialists.

Best regards, 1win team.

What you are asking me has no relation whatsoever, what I require is the information corresponding to the hash of each transaction mentioned, I strongly ask you to maintain consistency in the requests made by the casino, I understand that you only answer for the sake of answering, but what I am demanding is information about my own transactions in your casino, and I will do what I have to do with the other platform, precisely to generate the claim on the other platform is why I need this information, which you refuse to give. No extract or anything like that has anything to do with it, so please do not write incoherent things.

I repeat, I demand that you provide me with the link to check the status on the blockchain and the rest of the details of the following 3 withdrawals, which appear successful, but never reached their withdrawal destination.

in bitcoin

• for 249,977.00 at 07:43
• for 249,977.00 at 07:45
• for 249,977.00 at 08:25

(all performed on 11/01/2024)

Dear 1win Casino,

Could you provide us with the requested hashes? You can paste them here, I will hide them from the public.

I am looking forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We are sending hashes. Please take a look.

https://www.blockchain.com/explorer/transactions/btc/f3553d3b4a039efb2a16f0340ef44b4ef7e544e8e278501f48eed69e0ec8cce5

https://www.blockchain.com/explorer/transactions/btc/54e9a789e1d936bc0de99042030e39a45c27baa3334035b4386a2ba3b7d8f170

https://www.blockchain.com/explorer/transactions/btc/8d71c0473b71b0caf6b1dfe91427023aac4b2feb47dc793ad59af603f7ad9442

Best regards, 1win team.

Perfect! Thank you very much!

Hello rodriiigg1992,

Did you manage to check whether you have received these payments?

I'll be awaiting your reply.

Finally, yes, thank you very much. I don't understand why there was so much trouble in giving simple information, but well, with that I was able to solve it. Thank you very much, Casino Guru.

No, the payments were not received, but with the hashes I was able to file a claim with the receiving entity, which took charge and issued the refund (although with a 10% fee, it still works for me)

Dear rodriiigg1992,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Stefan, Casino.Guru