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Hi on 12 September I paid by credit card (and not rechargeable) the amount of 50 euros on 1win, I won and I wanted to try to see if the book was reliable even in withdrawals and then I immediately made the request for the withdrawal of 50 euros but on rechargeable Postepay with the knowledge that it took at least 24 hours for the credit .... 48 hours passed and not seeing any movement on the Postepay I send a message to the operator who tells me to send all the documentation including the photo of the first credit card .... I explain that it is not possible to collect on it because it is not a rechargeable one but a credit card and to prove that the postepay is mine and active I make a further top-up of 10 euros with the rechargeable. ...no reply. I sent all the documentation including the postepay photo and the answer was to wait up to 30 days ... in my opinion they have no intention of paying even if I sent all the documents they requested

Salve in data 12 Settembre ho versato con carta di credito (e non ricaricabile) l'importo di 50 euro su 1win, ho vinto e volevo provare a vedere se il book era affidabile anche nei prelievi e quindi ho fatto subito la richiesta del prelievo di 50 euro ma su Postepay ricaricabile con la consapevolezza che ci volevano almeno 24 ore per l'accredito....passate 48 ore e non vedendo nessun movimento sulla Postepay invio un messaggio all'operatore il quale mi dice si inviare tutta la documentazione compresa la foto della prima carta di credito....io spiego che non è possibile riscuotere su di essa perché non è una ricaricabile ma una carta di credito e per dimostrare che la postepay è mia ed attiva faccio ulteriore ricarica di 10 euro con la ricaricabile....nessuna risposta. Ho inviato tutta la documentazione compresa la foto della postepay e la risposta è stata quella di attendere fino a 30 giorni...secondo me non hanno nessuna intenzione di pagare anche se ho inviato tutti i documenti da loro richiesti

Dear russogiuseppefabio,

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

Dear russogiuseppefabio,

Have you received your withdrawal from the casino yet?

Hello Kristina good morning for the moment I stopped playing on that site and I await the confirmation of the documentation to be able to withdraw ... obviously the amount is not so much here than I thought it would be a good idea to empty the account and not play it anymore .... cmq I think the unreliable book

Ciao Kristina buongiorno per il momento ho smesso di giocarci su quel sito e attendo la conferma della documentazione per poter prelevare...ovviamente la cifra non è tanta qui di ho pensato bene di svuotare il conto e non giocarci più....cmq ritengo il book poco affidabile

Thank you for your reply, russogiuseppefabio. Do I understand correctly that verifying your payment method seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina no ... to this day I have not received any updates regarding the verification of my documentation ... but it does not matter also because I promised myself that I will not play on that site anymore ... thanks

Ciao Kristina no...ancora ad oggi non ho ricevuto aggiornamenti in merito alla verifica della mia documentazione...ma poco importa anche perché mi sono ripromesso che su quel sito non giocherò più...grazie

russogiuseppefabio, do I understand correctly that you are no longer interested in resolving this case?

Dear russogiuseppefabio,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.