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1win Casino - Player's withdrawal delayed for 3 Days

Made a withdrawal request on 7th september, waited for 48 hours didn't receive the money I was told to wait 48 hrs by the customer care even after that I didn't then I placed another on 9th september almost 20 hrs later still nothing. The company policy is to wait till 48 hrs only. I was told to contact them through mail I did and verified my account with documents and now they are telling me to wait 14-30 days.

Please Help

Dear gisnubiswas777,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

1win Casino is not replying to the mails sent by me.

Plese help

Dear gisnubiswas777,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Withdrawal not received yet

Dear Gisnubiswas777,

Thank you for the update. I will now forward your complaint to my colleague, Natalia (natalia.b@casino.guru), who will be assisting you moving forward.

I wish you the best of luck in resolving the matter.

Best regards,

Nick

Hi gisnubiswas777,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

I have received my money today from 1Win.

You can close this complaint now.

Thanks for all the help 🙏🏻

Dear gisnubiswas777,

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, 

Natalia

Casino.Guru