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requested a withdrawal of 19,750 UAH, but my payment has been significantly delayed. The withdrawal request is still pending, and I have not received my money.

I have contacted 1win customer support several times. They keep telling me to wait and do not provide any specific timeframe or explanation for the delay.

I have already submitted complaints to the Curacao Gaming Control Board and other relevant organizations because I believe this issue has not been handled fairly.

I have attached screenshots confirming my withdrawal request and my conversations with the casino support.

I kindly ask Casino Guru to review my case, contact the casino, and help me receive my funds as soon as possible.

Important notice:

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Dear Zoia0822,

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

Update regarding my complaint

The withdrawal still has not been received.

My withdrawal of 19,750 UAH is still marked as "Credited" in my 1win account, but no funds have arrived on my Visa/Monobank card.

I contacted 1win support again. They informed me that ticket SPP-880365 is still under investigation and that they are waiting for a response from their payment provider.

This contradicts the withdrawal status shown in my account because the system says the payment has already been credited.

The casino also refuses to provide an ARN/RRN or any proof that the payment has actually been sent.

I kindly ask Casino Guru to contact the casino and clarify whether the payment has actually been sent or not.

I kindly ask Casino Guru to contact the casino representative directly because the information provided by the casino is inconsistent and the payment has still not reached my bank account.

Dear Zoia0822,

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.

Hello, Karla.

Thank you for your reply.

No, I still haven't received my withdrawals and there haven't been any new messages from the casino.

1win claims that the payment was sent successfully, however, my bank confirmed that there was no incoming payment in the amount of 19,750 UAH.

I also contacted my bank to verify the funds, but they didn't see any credit or attempted credit. The casino didn't provide me with a payment confirmation with an ARN/bank transaction ID.

Please continue to review my complaint and contact a casino representative to provide proof that the payment was actually sent.

Thank you.

"I also note that the casino refers to paragraph 16 of the withdrawal rules, but does not provide proof of payment."

Здравствуйте, Karla.

Спасибо за ваш ответ.

Нет, я до сих пор не получила выведенные средства и никаких новых сообщений от казино не было.

1win утверждает, что платеж был успешно отправлен, однако мой банк подтвердил, что входящего платежа на сумму 19 750 грн не было.

Я также обращалась в банк для проверки, но они не видят ни зачисления, ни попытки поступления данной суммы. Казино не предоставило мне подтверждение платежа с ARN/банковским идентификатором транзакции.

Прошу продолжить рассмотрение моей жалобы и связаться с представителем казино для предоставления доказательств фактической отправки платежа.

Спасибо.

"Также обращаю внимание, что казино ссылается на пункт 16 правил вывода средств, но не предоставляет доказательств выполнения платежа."

Dear Zoia0822, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla M.

Dear Zoia0822,

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.