The player from Morocco had been waiting for over two weeks to withdraw winnings of 4,500 MAD, 7,800 MAD, and 10,000 MAD, but had not received any payments despite being informed that the money had been sent. He reported that customer service was unresponsive and only offered repeated excuses without resolving the issue, which led him to feel scammed. The player confirmed having passed KYC verification and having made successful withdrawals before, but recent withdrawals had not been received. The complaint was closed due to the player's lack of response to requests for bank statements and withdrawal history needed for further investigation.
1win Casino - Player’s withdrawal is delayed and unresolved.
Closed
Our verdict
Player stopped responding
Amount: 22,300 MAD
1win Casino
Safety Index:HighCase summary
Discussion
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1 month ago
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.
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1 month ago
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 before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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,
Attila
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1 month ago
-I've made withdrawals successfully before, but in these last two months I've had the same problem: the withdrawal shows as sent, but I haven't received anything.
- yes in passed the kYC vérification im the casino from 2021.
- Without active bonus .
- and tell now 20days without solution
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1 month ago
Thank you for your reply. Could you kindly provide your bank statement for the relevant period, displaying that the payments have not been received? You can reach me via email at attila.g@casino.guru.
Additionally, could you please attach a screenshot of your withdrawal history from your casino account as well?
Thank you for your patience and cooperation.
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3 weeks ago
Dear oussama122,
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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2 weeks 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,
Attila
Casino.Guru
