The player from North Rhine-Westphalia has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. We contacted the casino, but before it replied the player informed us about their withdrawal to be processed. The next day they confirmed receiving the money, so we closed the complaint as resolved.
X1 Casino - Player believes that their withdrawal has been delayed.
Amount: €1,000
X1 Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I won 1000€ in the Live Casino. I have checked multiple times to ensure everything is correct and have confirmation that my withdrawal (Live-Chat) is all in order. However, every day I am put off and told to wait. The Terms indicate a maximum of 2 days and I am worried that I will not receive my money.
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9 months ago
Dear EAPogbaa,
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
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9 months ago
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Good day,
now 7 days have passed without a payout. Customer service GUARANTEED me that the withdrawal would be completed yesterday. However, it was a false promise and the live support representative today told me he couldn't figure out where this information came from. 
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9 months ago
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11 days passed now. Customer service puts me off daily, but the payout is still pending.
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9 months ago
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It has now been 14 days and the payout is still pending. I'm put off every day, but nothing happens. Please help me get my money.
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9 months ago
Thank you for your reply, EAPogbaa. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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9 months ago
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Good day,
my account is "fully verified". I just got the confirmation again from the live chat. However, this is my first payout at this casino. 
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9 months ago
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The winnings were collected completely WITHOUT BONUS. Won with real money (without any bonus) in live casino. (Crazy Time by Evolution)
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9 months ago
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Got this email today. Seems there is a problem verifying my winnings with the game provider. is this common
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9 months ago
Thank you very much, EAPogbaa, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hi EAPogbaa,
I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your winnings. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear X1Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please explain why the player's withdrawal request is still pending?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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9 months ago
Translation
Hi, I just got a confirmation email that my payout has now been accepted.
I'll let you know when I have the money in my bank account.
Thank you in advance for your support.
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9 months ago
Dear EAPogbaa, thank you for the updates. I hope that the money will be credited to your account really soon. I'll set the timer for two weeks since we assume that the payment may be delayed after being processed. Please, keep us informed.
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9 months ago
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The money has arrived in my bank account. Thanks very much.
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9 months ago
Dear EAPogbaa,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
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