1win Casino - general discussion (page 23)

"do I understand correctly that you still have funds in 1win casino" - Yes

"Additionally, how long has your situation been going on" - 4 month

"Have you also contacted the casino, what's wrong and why can't you withdraw" the support service in the chat told me that I need to contact the email. but they don't answer me by email

I didn't change the email address. I wrote to them from the address that is registered in my account

Oh 4 months is a very long time. But as I already mentioned, you have filed a complaint and therefore our team will try to resolve it fairly. 

Additionaly, have you ever withdrawn from a casino or is this your first withdrawal ? Has your account been verified yet? 

But I don't understand why the casino can't answer emails for 4 months. It's quite unprofessional and certainly unpleasant for the players. 

For now, we have no choice but to wait and see how the situation develops. Be sure to update us if you get a response from the casino or if anything new comes up.

ever withdrawn from a casino" - yes

"Has your account been verified yet" - No, I want to do it, but I don't get an answer in the email

I really hope that you will help me

I understand. When you made withdrawals in the past, the casino did not ask you for any verification documents ? Of course, for smaller withdrawals, sometimes casinos don't do this, so I'm just curious. 

However, when I was going through the complaints, I came across cases similar to yours, which are open. If you're interested you can look at this link: https://casino.guru/complaints/in_progress

As far as help is concerned, our team will, as I mentioned, try to resolve your situation. I hope it will turn out happily. 

Hello, good afternoon. More than 15 days ago, I noticed that my withdrawals were not made. I have been asked for documentation. I send the pertinent documentation and I still have no response. I send emails to the address provided by support and they do not answer me... depositing leaves me but not withdraw

Hello.

I don't like it at all. Without further delay, I recommend using this link to submit a complaint:

https://casino.guru/complaints/create

Please make sure you check spam or bin folders to prevent a misunderstanding. Not saying this is the case, but It's better to exclude the common issues first, I'd say.

Do you agree?

Yes I do thanks Jayko

I’m still waiting for my $100 back to my casino account, I’m in Nunavut. Not in onterio

Hi, if this was a reply to a player, I would ask you to use the "reply" button to help notify the player of your reply so you can get an earlier reply as well. If I may ask, how long have you been waiting ? Did you deposit and the money was not added to your casino account or was there some other problem ? Please let us know.

Good afternoon to the group, a pleasure, I'm Kevin from Argentina. I've been playing at the OnLIne 1Win casino for a month, the experience has been really satisfactory, I generate good profits just by playing the slots, but all this has had a negative return since It has been more than 15 days, where I could no longer withdraw my earnings. When I make the withdrawal request, it is approved but it remains in process and it does not release it and after the maximum of 48 hours it rejects it, I am tired of talking to everyone, also support, etc etc and I don't have any help or answer.. did it happen to someone? what should I do? I am very distressed because I depend on that money. Please help me

I was very satisfied, now I am just invaded by a lot of anger and anguish, simply overnight I can no longer withdraw my earnings, what is happening?

Hello, based on your description, I urge you to submit a free complaint:

https://casino.guru/complaints/create

I'll skip all pleasantries, just read this thread to find out you are probably not alone. It is stupid of the casino to let players be left confused if you ask me...

Hopefully, we'll be able to find the issue and help you out!

Hey, i asked for a withdrawal (cryptocurrency) , and i've been waiting for 3 days..nothing received. I contacted the support and they asked me for ID verification..the weird thing is the documents they asked for are a suspicious : - photo images of Bank cards: 5*****XXXXXX***.

can i know why they ask for my credit card?

Hello.

Which payment options did you previously use for deposits? Was a credit card among these? That would be the answer. 🤔

Anyway, ask the support to be sure. I'll wait for the response.

Yes it was for the previous payment option.

Then you need to verify the card - confirm it is rightfully yours and you have unlimited access to it.

The way I see it, this is a standard payment verification request. By providing the photo capturing you holding the actual card, you confirm the card is in your possession whenever you need it - it is not borrowed from anyone else - for instance.

Does it make sense to you?

It's been many days since the company 1 WIN hasn't paid me, I've exceeded 4 thousand reais there with several deposits, I've already forwarded the email to security and they can't solve anything, absolutely nothing. (IT IS ALREADY PASSED BY THE DETERMINED DEADLINE)

There are approximately 4 thousand reais there, they said that I broke the rules and they don't respond about returning the money, this company STEALS, I have all the deposits, the account ID and prints are all here.

If you no longer want the customer, simply cancel the account BUT RETURN THE MONEY, don't steal.

the only answer After analysis, is

" your account has been blocked for violation of Rule .9.7. Section General Terms and Conditions (hereinafter - Rules): If a betting participant commits fraudulent actions against the betting company (multiple accounts, use of betting automation software, playing in arbitration situations, if the game account is not used for betting, abuse of loyalty programs etc.), the betting company reserves the right to STOP such actions

fraudulent.

We strictly adhere to the rules and encourage our players to do the same. Therefore, we never make unfounded judgments."

Okay. Let's go to the clauses

17.1.3. the customer's account is related to a currently blocked account, in which case we will have the right to close the account regardless of how it is related and to completely block the accounting data of that account. Except in the cases provided for in the contract, the balance in the customer's account will be refunded within a certain period of time, immediately after sending the order and collecting the amount owed to the customer;

I DON'T WANT AN ACCOUNT AT 1WIN ANYMORE, I WANT MY EXISTING MONEY IN AN ACCOUNT.. WHICH EXCEEDS 4 THOUSAND REALS, DON'T COME TO ME AGAIN WITH THESE 9.7 CLAUSES WHICH HAVE ALREADY PASSED 14 DAYS AND UNTIL NOW NOTHING.. ONLY ACCOUNT BLOCKED.. MAY IT REMAIN BUT I DEMAND MY MONEY, I DIDN'T EVEN WITHDRAW IT I JUST DEPOSITED IT AND BETTED IT.

FOLLOWING DATA..

ID 18644210

attached documents to once again verify ownership.

NOTE: I WANT THE MONEY IN MY PIX I DON'T WANT THE ACCOUNT UNLOCKED , BECAUSE YOU ARE NOT A BETTING HOUSE, YOU STEAL WHAT IS NOT YOURS. SO FROM THE ADJECTIVE THAT YOU SHOULD HAVE IN MIND, YOU KNOW WHAT YOU ARE.

THIS DOESN'T EXIST, I DEMAND MY MONEY. AND HE IS THERE!

I DEPOSITED AND THEY WON'T LET ME WITHDRAW IT..

DO THE ACCOUNTING, JUST DO IT AND SEE, I'M TIRED OF THIS INJUSTICE, I CALL AND THEY DON'T HELP ME, I EMAIL ME AND THEY ONLY TALK ABOUT THIS CLAUSE 9.7, BUT WHAT ABOUT MY DEPOSITS? MY ACCOUNT AMOUNT? I HAVE EVERY EXTRACT OF EVERY CENT DEPOSITED...

Well, if I made a mistake, let them close the account, but be fair because my account is from 2022 and we are in 2023, it seems to me that they waited for me to deposit but to retain my amounts in the account.

I DEMAND ONLY WHAT IS MINE!

Don't share your personal details like mail or phone number here.

Were you playing with bonus funds or got any loyalty reward recently? They used a bonus abuse clause to justify the closure, so knowing if you were playing with bonus funds helps. Make sure no one who lives with you has an account there too. In case you were playing with a clean cash balance and there is no other account from your IP address or registered with your home address, then I have no idea what sort of abuse could have taken place, you will have to file a complaint and maybe the casino shares their evidence with guru and they will determine if there was a violation or not.

You can file a complaint here: https://casino.guru/complaints/all

Thank you, I will forward it to the correct sector, I use a shared network where not everyone knows each other, and I have accessed the phone via Wi-Fi several times. It's practically impossible for me to be sure that wherever I've been from 2022 to today, someone with an account on the platform has also used the same network.

Note: I have never used a bonus from this platform