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I've been trying to make a withdrawal for two days and they're always denying it, I make my deposits by pix and I'm trying to withdraw in the same.way

Estou a dois dias tentando fazer uma retirada e estão sempre negando , faço meus depósitos por pix e estou tentando retirar da.mesma.forma

Dear jjesus953,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon, I still haven't breastfed my documents, I wasn't informed of these requirements, but I'll try to know where I should send them and I'll contact you again

Thanks for listening

Boa tarde, ainda não mamdei meus documentos, não fui informada desse requisitos, mais vou procurar saber aonde devo mandar e entro em contato novamente

Obrigada pela atenção

Goodnight

I spent all day asking for an email to send my documents, but it's impossible, the chat person couldn't understand what I'm asking for and nothing happens to me, they keep asking if I wanted to change my email, please help me, because it is difficult to communicate there

Boa noite

Passei o dia todo pedindo um email para enviar meus documentos, mais é impossível, a pessoa do chat não consegui entender o que eu estou pedindo e não me passa nada fica o tempo todo perguntando se eu queria alterar meu email, por favor me ajuda, pq por lá é difícil comunicação

Goodnight

There are no restrictions on your account, you can make deposits and withdrawals as well as perform gaming actions in all sections of our website.

This text was sent by the casino chat, if I don't have any restrictions, then what's the reason for the more 30 withdrawal attempts and all are coming back

Boa noite

Não há restrições em sua conta, você pode fazer depósitos e saques, bem como realizar ações de jogo em todas as seções do nosso site.

Esse texto foi enviado pelo chat do casino, se já que eu não tenho nenhuma restrição, então qual o motivo das mais 30 tentativa de retirada e todas a estão voltando

Thank you very much, jjesus953, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello jjesus953,

I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Good morning, now it got worse, in my casino app, I didn't open the 1win casino anymore, but another casino with everything reset, there's no more balance

Bom dia, agora ficou pior, no meu aplicativo do casino , não abri mais o casino da 1win e sim outro casino com tudo zerado, não tem mais saldo

Casino opening and B777

I did not understand anything

Casino que está abrindo e B777

Não entendi nada

We would like to ask the 1win 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Comment from the Casino:

"Hello!

Your withdrawal was canceled by the bank, there is no problem on our part. We connect as many payment systems as possible so that users do not have difficulties with the withdrawal.

If the withdrawal is rejected, the money will be returned to your account, and you can withdraw it again. We do not restrict users in any way.

This player has no restrictions, the withdrawals were rejected by the payment system. The recommendation is to try again until successful.

Sincerely, 1win team."

Dear jjesus953,

try to withdraw your winnings once again and let me know about your progress, please.

Unfortunately, for not seeing the chance to solve it, I ended up playing and losing everything, thanks for the feedback

Infelizmente, por não ver a chance de resolver acabei jogando e perdendo tudo, obrigado pelo retorno

Dear jjesus953,

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.