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Dear h9izo844851,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

Have you used the same payment method for the withdrawal of your winnings as you used for depositing?

Has the casino provided you with any transaction numbers or confirmation that you could send out to your payment provider for investigation?

When was the last time the casino communicated with you regarding this matter?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for your response and willingness to assist.

Yes, I have successfully withdrawn funds from 1win before using the same payment method (PAYVIP to Steam Wallet and sometimes to my Uzum Bank card).

No, I did not complete full KYC verification at the time of the issue, but the withdrawals were processed without any request for it back then.

Yes, I used the same method for both deposits and withdrawals — PAYVIP system and the same Steam account.

Yes, the casino provided transaction IDs for the failed withdrawals:

PAYVIP-642027

PAYVIP-642050

PAYVIP-642056

PAYVIP-642061

PAYVIP-642062

However, they claim that the withdrawals are now "too old to verify" and say the provider can no longer process them, despite me contacting them several times since April.

The last proper communication was on June 5, 2025, when they said the provider couldn’t check anything due to the time that has passed. Before that, they kept delaying the issue for weeks.

I am truly hoping for your support in recovering the funds. I can provide any screenshots or documents you may need.

Best regards,

Abdulaziz

Thank you very much, h9izo844851, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear h9izo844851,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello!

Your appeal has been accepted into work and at the moment we are waiting for a comment on this situation from specialists.

We will try to get back to you with an answer as soon as possible.

Regards, 1win team.

Hello, 1win.

Let’s be honest: this is not a new situation.

You’ve had more than a month to resolve this issue.

You’ve received all necessary documents from me — multiple times. You stalled the process, ignored deadlines, and now hide behind "waiting for specialists"?

That’s unacceptable.

You already know the truth:

5 withdrawal requests were submitted.

I never received the money.

You refused to help, claiming the case was too old — even though I reported it immediately.

So no more waiting.

Either resolve this and pay what you owe,

or clearly state that you are refusing to return the funds — so I can move forward with legal and regulatory action.

I expect a real answer. Not another delay.

Good afternoon

We have checked the information. It is not possible to check the application data due to the statute of limitations. We ask you to contact the support chat on the website immediately.

We also sent an email to . Please take a look.

Best regards, 1win team.

Добрый день!

Проверили информацию. Данные заявки нет возможности проверить из-з срока давности. Просим вас сразу обращаться в чат поддержки на сайте.

Также мы отправили письмо на электронный адрес romana.r@casino.guru. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you, 1win Casino.

Dear h9izo844851,

Please let us know whenever there is any news.

Respectfully,

Romi

Dear h9izo844851,

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.

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,
Romi
Casino.Guru