1win Casino - El casino retrasa el retiro del jugador.

I've been waiting for my payout for 2 months now. I've sent the necessary documents, but I always get the same response, to be patient. I still have 6250.00 Euros pending for withdrawal.

Ich warte schon seit 2 Monaten auf meine Auszahlung. Ich habe auch schon die notwendigen Unterlagen geschickt, aber ich bekomme immer die selbe Antwort,ich soll noch Geduld haben. Es steht noch zum abheben 6250.00 Euro

Dear Addy,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Was it slots, live casino games, or did you participate in sports betting?

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

Best regards

Veronika

I played slot machines and didn't take a bonus. I have sent the necessary documents that were requested. I registered as normal and deposited money from my credit card.

Ich habe Spielautometen geschpielt und kein Bonus genohmen. Ich habe die notwendigen Dokumente geschickt welche verlangt wurden. Angemeldet habe ich mich ganz normal und Geld vom Kreditkarte eingezahlt.

Thank you very much, Addy, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Addy,

This is Dominika and from now on, I will be taking care of your complaint. I would like to invite 1win Casino's representatives to join this discussion in order to resolve the issue.

Dear 1win Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Dominika

Casino.Guru

I always get the same answer.

Your money is safe with us!

Ich bekomme immer die gleiche Antwort.

Ihr Geld ist bei uns sicher!

Good afternoon

Verification has been successfully completed and the output is available.

Best regards, 1win team.

Добрый день!

Верификация успешно завершена, вывод доступен.

С уважением, команда 1win.

Thank you for your efforts, I received my prize today, March 15, 2024. So that's it for me. I would like to thank Casino Guru and also thank 1WIN for paying me the entire amount.

Ich danke Ihnen für Ihre Bemühungen, meine Gewinn habe ich heute den 15.03.2024 erhalten. Somit ist das für mich erledigt. Ich danke Casino Guru, und danke auch 1WIN das sie mir denn gesamten Betrag ausbezahlt haben.

Dear Addy,

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,

Dominika

Casino.Guru