1win Casino - El jugador no puede retirar sus ganancias.

Hi, I make this complaint because I have now tried to withdraw 7 times but it is never successful. I tried to withdraw both with the card I loaded with and with another card in my possession, but the result does not change, after 30 minutes or in some cases a few hours the withdrawal is refused. I tried to contact the support on the site but they just told me to keep trying and they don't even know why I can't withdraw.

Salve, faccio questo reclamo perchè ormai sono 7 volte che provo a prelevare ma non va mai a buon fine. Ho provato a prelevare sia con la carta con cui ho caricato che con un altra carta in mio possesso, ma il risultato non cambia, dopo 30 minuti o in alcuni casi qualche ora il prelievo viene rifiutato. Ho provato a contattare l'assistenza sul sito ma mi hanno semplicemente detto di continuare a provare e non sanno neanche loro perchè non riesco a prelevare.

Dear Gabriele,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Dear Gabriele,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.