1win Casino - Player’s withdrawal is delayed for two weeks.

I am Korean and my site ID is Vros / wallet : 98510***

And E-mail address : da****@n****.com

At 11:39 PM on 12/3 I made a withdrawal request 540,000KRW

But I haven't received the payment so far.

Two weeks have already passed

This is not the first withdrawal, and in the past, all withdrawals were resolved within two hours.

I made a request to the customer center on the site and VIP manager on whatsapp

At first, they told me to wait because 48 hours is the standard withdrawal time. So I waited, but my money was not deposited to me.

So I inquired again. They said that they needed 1-7 days processing time because they received a complaint from the finance team. So they waited again.

However, 14 days later, the results are still the same.

Now, all they can say is to keep waiting only.

Also, they doesn't even give me a detailed reason.

Please help me get the money 😀

Dear damy2k, 

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 a bonus? 

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I completed email authentication in 1win.

And earlier, more than 10 withdrawals were made.

I mainly traded in cash through account transfers, not coin transactions.

Bonuses are included, but less than 1% of cash for betting costs. You can also think of it as full cash because it's more lost than won.

I mainly used the baccarat of the live casino for betting.

The problem was solved yesterday.

"1win" canceled the withdrawal after 16 days and I requested the withdrawal and received the withdrawal right away and was finished.

Dear damy2k,

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, 

Veronika Fritz 

Casino.Guru