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Made a withdrawal from my account on 3rd March at 10:35 Am

few hours later it showed sent but it's been 48 hours and I still haven't received the money in my bank account

Please help me

My Game ID -: 70687734

My Email -: gisnubis*****@gmail.com

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Hi and yes I still haven't received my withdrawal

Dear gisnubiswas777,

Can you please advise if you have accumulated your balance with real money or bonus balance?

Have your account ever been verified and did you ever made any deposit into the casino?

Looking forward to hearing from you.

Regards,

Nick

All my balance is real

No bonus

I have deposited in their site multiple times before

and Yes my account is verified fully

are you gonna help me?

Thank you gisnubiswas777 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru), who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gisnubiswas777,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 1win Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which gisnubiswas777 can expect his withdrawal to be processed?

Good afternoon

Your account verification has been successfully completed, the account is currently operating normally and you have access to the full functionality of the site. We have checked the withdrawal history from your account, and the status of the last procedure is "Successful". The money has been credited to the details you specified.

Best regards, 1win team.

Добрый день!

Верификация Вашего аккаунта была успешно пройдена, в данный момент аккаунт работает в штатном режиме и Вам доступен полный функционал сайта. Мы проверили историю вывода с Вашего аккаунта, и статус последней процедуры — «Успешно». Деньги зачислены на указанные Вами реквизиты.

С уважением, команда 1win.

Dear 1win Casino representative,

thank you very much for the update.

Dear gisnubiswas777,

can you confirm your withdrawal has been paid out? If yes and you do not require further assistance, I will close this complaint as "resolved" in our system.

Dear gisnubiswas777,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.