1win Casino - Pelaajan kotiutus on merkitty suoritetuksi, mutta sitä ei ole vastaanotettu.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jjws,

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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 10 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Dear player,

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.

Katarina

Dear Jjws

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Katarina,

Thank you for the update and for informing me about the next steps.

I appreciate your support throughout this process.

I will wait for further instructions from Mirka and will provide any additional information if needed.

Thank you again for your assistance.

Best regards,

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello Mirka,

Thank you for taking over my case.

A brief explanation of the situation is already included in my previous message, so please refer to that for the general overview.

However, due to the 5,000-character limit on the CasinoGuru platform, it is difficult for me to provide the full details and all context directly here.

For this reason, I am willing to send a more complete and detailed explanation, along with all supporting evidence, via email if needed.

All relevant documents—including the translated Telegram chat, Bank statements, screenshots showing "Completed" status, and the unanswered emails I sent to 1win—are already attached, but I can provide additional clarification by email for better understanding.

Please let me know if you prefer that I forward the full explanation and documents to your email address.

Thank you again for your assistance.

Best regards,

Hello!

The status of your withdrawal has been confirmed: the operation PAYVIP-963503 was completed successfully. We have already sent the additional information requested to the platform’s moderators at their email so they can review the details on their side.

Hello,

Thank you for your reply.

However, your statement that "PAYVIP-963503 was completed successfully" is not supported by any factual evidence.

---

1. My bank confirms there was no transfer attempt

K-Bank has officially confirmed the following:

No deposit was received

No pending or rejected transaction exists

No transfer attempt was made during the period in question

If any transfer—successful, failed, or misdirected—had occurred,

it would still appear in the bank’s internal logs.

But there is no trace at all, which clearly indicates that no remittance was executed.

---

2. Even if one digit was entered incorrectly, the bank would never mark it as a completed transfer

You previously suggested the possibility of an account number error.

However, if even one digit is wrong:

The bank automatically rejects the transfer

The system generates a failed or returned transaction record

The transfer cannot be marked as "successful" under any circumstances

Even if another person theoretically holds a similar account number,

a successful transfer would still produce a verifiable transaction reference,

which you have not provided.

---

3. No proof of transfer has been provided

To date, none of the following essential documents have been presented:

Transaction reference / transfer ID

Sender bank information

Execution timestamp

Confirmation from your payment provider

If the withdrawal was genuinely completed,

you should be able to provide at least one verifiable detail.

---

4. I have used the same K-Bank account for more than two years

All my deposits and withdrawals have been processed through the same account without any issue.

This is the only case where a withdrawal marked "completed" failed to arrive in my bank.

This strongly suggests that the withdrawal was never actually processed,

regardless of what your system displays.

---

5. Request for verifiable evidence

Before this case can move forward,

please provide the following:

1. Transfer reference number

2. Sender bank name

3. Exact timestamp of the remittance

4. Confirmation from your payment provider that funds were actually sent

Until such evidence is provided,

your claim that the withdrawal "was completed successfully" cannot be accepted.

Thank you.

Dear player,

Could you please confirm the account number, on which the withdrawals were requested?

Thank you.

Hello Mirka,

Thank you for your message.

I would like to inform you that I have already sent a full evidence package to your email miroslava.d@casino.guru on November 23.

The details include my bank documents, screenshots, and all information related to the withdrawal issue.

However, the response on this platform has been very slow, and my case has remained unresolved for a long time.

I kindly request faster follow-up on this matter.

Please confirm that you received my email and the attached documents.

Thank you.

Dear player,

Could you please confirm, if you manually entered bank account number while requesting a withdrawal, or you picked previously saved payment method in your player account?

Thank you.

Dear Mirka,

Thank you for your question.

Yes, the bank account number is manually entered when requesting a withdrawal.

However, I have always entered the same bank account number that I have been using for over two years for all previous successful withdrawals.

I am confident that the account number was entered correctly.

If even one digit had been incorrect, the transaction would not have been processed as "Completed," as the banking system would automatically reject it.

Please let me know if you need any further clarification.

Hello Mirka,

Thank you for your question.

However, I would like to point out that it is taking approximately 7 days to receive a single response on this case.

Because of these delays, the resolution process is progressing very slowly, even though this is a straightforward factual confirmation.

I have been cooperating fully and providing all requested information and evidence.

I kindly ask if it would be possible to speed up the communication, as the withdrawal issue remains unresolved for a long time.

Thank you for your understanding.

Dear 1win Casino,

I sent you an email. Please check your inbox.

Hello!

We have sent you an email, please check it.

To Mirka and 1win Casino,

It has been over two months, yet none of my core questions have been answered.

I repeatedly asked for:

Proof of transfer (transaction reference)

Payment processor or bank used

Evidence that my account details were incorrect

Instead of answers, I only receive generic statements like "withdrawal completed" — without any proof.

It also takes up to one week just to get a basic reply, such as confirming whether my email was read.

This is not investigation. This is delay.

If no concrete evidence is provided, it is reasonable to conclude that no actual transfer ever occurred.

I expect direct answers — not repetition.

Hello!

We would like to confirm that your withdrawal has been successfully processed using the details you provided when submitting your application.

Please ensure that the payment details you entered are correct, as the transaction was processed based on these details.

If you require further assistance, please don't hesitate to contact our online-chat. Our specialists are available to provide you with additional information and guidance on this matter.

This response does not answer any of my questions.

For over two months, 1win casino has repeatedly claimed that the withdrawal was "successfully processed," yet has provided zero factual proof.

I am not asking for opinions or generic statements. I am asking for:

1.A transaction reference or proof of transfer

2.The payment processor or bank used

3.Evidence that the account number or beneficiary name was incorrect

None of these have been provided.

Simply repeating "the withdrawal was completed based on the details you provided" is not evidence.

If a single digit of the account number were wrong, the transfer would either fail or go to another identifiable account holder.

Where is the proof?

What is more concerning is that it now takes up to one week just to receive a generic reply, while none of my actual questions are addressed.

This is not a resolution process. This is avoidance.

Dear player,

I am waiting for reply from casino outside of this thread. I will notify you, if there are any updates.

Hello!

We have provided a response via email regarding this matter.

Dear 1win Casino,

Although I received your email, haven't received the requested evidence. Please check our inbox, and provide the evidence, that has been specifically requested.

Thank you.

Hello!

We have sent a response to this matter via email. Please check your inbox for further details.

Dear 1win Casino,

I sent you an email requested further evidence again.

We are extending the timer by 7 days. If you fail to provide the requested evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect the rating.

Hello.

We have sent a response to this matter via email.

Dear player,

I have tried to contact the casino repeatedly but we are unable to continue investigation, since despite multiple attempts, the casino failed to provide sufficient evidence. I'm afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka