1win Casino - Player’s withdrawal is delayed and missing.

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 that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Have you made any successful withdrawals to the same bank account before?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear see belo my answers in bold:

-Have you made any successful withdrawals to the same bank account before? YES

-Did you accumulate your winnings with or without an active bonus? WITHOUT AN ACTIVE BONUS

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, Mirka (miroslava.d@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

Dear Damoun,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Hello!

Thank you for reaching out to us regarding your missing withdrawal transactions. We sincerely apologize for the inconvenience this situation has caused.

We acknowledge the details of your complaint regarding the following transactions

We understand that these transactions show as "Completed" in our system, yet the funds have not reached your bank account at Attijariwafa Bank.

Your previous support appeals were noted, and we regret any frustration caused by their closure without resolution. We will escalate your current pending appeals to our finance department for immediate manual verification.

Please rest assured that we take this matter seriously and will provide you with proof of payment or a transfer receipt as soon as possible.

We appreciate your patience and will aim to deliver a concrete update within the next 24 hours.

Dear 1win Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience.

Thank you for your attention to this matter.