1win Casino - El jugador aún no ha recibido las ganancias.

Well, my complaint is about five days ago I created an account at 1Win and I made my first deposit of 120 soles and in a first sports bet I lost it and the next day I made a deposit of 115 soles again and then I made sports bets again and put together this 900 soles the problem is to withdraw when I created my withdrawal request it appears that it was made but hours pass and it is canceled and I have used several withdrawal methods and it is the same. It should be noted that do not use any bonus.

Bueno mi queja , trata sobre hace cinco días me creó una cuenta en 1Win y hice mi primer depósito de 120 soles y en una primera apuesta deportiva lo perdí y al día siguiente volví hacer un depósito de 115 soles y pues volví hacer apuestas deportivas y junte este 900 soles el problema está a retirar cuando creó mi solicitud de retiro me sale que se realizó pero pasan horas y se cancela y he usado varios métodos de retiro y es igual. Cabe recalcar que no use ningún bono.

Dear Jose_Chancayauri,

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

Thank you, but the problem is that they tell me that the request is in process but a couple of hours pass and they cancel it. I have tried to use various withdrawal methods but the result is the same. I just want my money I have many debts to pay. Please help me.

Gracias, pero el problema esta que me dicen que la solicitud esta en proceso pero pasan un par de horas y lo cancelan. Eh tratado de usar varios métodos de retiro pero el resultado es el mismo. Solo quiero mi dinero tengo muchas deudas por pagar. Ayúdeme por favor.

Thank you for your reply, Jose_Chancayauri. Could you please confirm that you have passed the KYC verification?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Jose_Chancayauri,

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.

Good morning, if I contacted the casino assistant, they told me that my withdrawal is in process and that it's just a matter of waiting for it to arrive. But today is already a week, it's a long time.

Buenos dias, si me contacte con el asistente del casino me dijeron que mi retiro esta en proceso y que solo es cuestión de esperar a que me llegue. Pero con hoy ya se cumple una semana es mucho tiempo.

That is the answer I get now.

Esa es la respuesta que me dan ahora.

Thank you very much, Jose_Chancayauri, 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.  

Thanks, I hope it's resolved. Many days have passed.

Gracias , espero se solucione. Ya pasaron muchos días.

Hi Jose_Chancayauri,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please explain why the player's withdrawal requests have been canceled? Has the player finished the KYC procedures?

If you would like to share any supporting evidence, please don't hesitate to send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Good afternoon

Dear Jose_Chancayauri, Your withdrawal dated May 7 in the amount of 900 PEN has the status "Funds transferred", which means that the funds have been received to the specified details.

Sincerely, 1win team.

Добрый день!

Уважаемый Jose_Chancayauri, Ваш вывод от 7 мая на сумму 900 PEN имеет статус "Средства перечислены", это означает, что денежные средства поступили на указанные реквизиты.

С уважением, команда 1win.

Dear 1win Casino, thank you for the reply.

Dear Jose_Chancayauri, can you please confirm getting your winnings already or at least that you can see the status of your withdrawal as processed?

Regards,

Natalia

Good morning, in my game account it shows that it was done successfully, but it still hasn't reached my savings account. I contacted customer service and they told me this: I have attached a screenshot of the chat from yesterday.

Buenos dias, en mi cuenta de juego sale que se realizo con exito, pero aun no llega a mi cuenta de ahorros. Me comunique con atención a cliente y me dijeron esto: adjunto captura de pantalla el chat es del día de ayer.

Previous days in customer service they told me to contact their corresponding specialist, they gave me an email and I did so attaching the movements of my account from the day I requested my withdrawal.

Días anteriores en atención al cliente me dijeron que me comunique con su especialista correspondiente me dieron un correo y lo hice adjuntando los movimientos de mi cuenta desde el día que solicite mi retiro.

Dear Jose_Chancayauri, can you please tell me if there were any updates after your last message?

Dear 1win Casino, could you please send the confirmation that the money was processed and sent by you since the player claimed to receive nothing so far? Please, feel free to send the proofs to my email natalia.b@casino.guru.

Probably, the delay may be caused by the payment provider so it would be great to get supporting evidence showing everything was settled from your end.

Regards,

Natalia

Good afternoon

Dear Jose_Chancayauri, We see that you sent an email to our email address with account statements, but did not answer the following question: please specify the date and time of the withdrawal that was not received, this information will help us resolve the situation faster.

Sincerely, 1win team.

Добрый день!

Уважаемый Jose_Chancayauri, Мы видим, что вы отправили письмо на нашу электронную почту с выписками по счету, но не ответили на последующий вопрос: уточните, пожалуйста, дату и время вывода, который не поступил, эта информация поможет нам быстрее урегулировать ситуацию.

С уважением, команда 1win.

Good morning 1win Casino, my withdrawal request was made on 05/07/2023 at 10:52 am.

And they just approved it on 05/19/2023, but to this day it has not reached my savings account. It's too long please help me. When I communicate with their customer service they always tell me the same thing to wait and wait that they cannot specify the time so as not to confuse me.

Buenos dias 1win Casino mi solicitud de retiro lo realize de 07/05/2023 horas 10:52 am.

Y recién me la aprobaron el 19/05/2023, pero hasta el día de hoy no llega ami cuenta de ahorros. Es demasiado tiempo por favor ayúdeme. Al comunicarme con su atención a cliente siempre me dicen lo mismo que espere y espere que ellos no pueden especificar el tiempo para no confundirme.

Dear Jose_Chancayauri, thank you for the updates.

Dear 1win Casino, have you already checked the information from the player? What could be the reason the payment hasn't reached the player's account?

Regards,

Natalia

Good afternoon

An additional check revealed the fact that the funds were not received on the player's details. We returned the withdrawal to the game account.

Dear Jose_Chancayauri, please try to withdraw again.

Sincerely, 1win team.

Добрый день!

При дополнительной проверке выявили тот факт, что денежные средства не поступили на реквизиты игрока. Мы вернули вывод на игровой аккаунт.

Уважаемый Jose_Chancayauri, повторите, пожалуйста, попытку вывода.

С уважением, команда 1win.

Dear 1win Casino, thank you for your answer.

Dear Jose_Chancayauri, would you please try to submit a new withdrawal request? Please, let us know when you're done and when it will be shown as a processed one. I'll set the timer for you for 7 days.

Regards,

Natalia

Thank you very much I will generate a new withdrawal request.

Muchas gracias generare una nueva solicitud de retiro.

Dear Jose_Chancayauri, could you please inform us if there've been any updates since your last message?

Thanks a lot to your help, I was able to make my withdrawal successfully.

Muchas gracias a su ayuda, pude realizar mi retiro con éxito.

Dear Jose_Chancayauri,

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