1win Casino - El reintegro del jugador se ha retrasado.

Hi I asked for the withdrawal of winnings from the 1win casino but I am having the same problem as another player who asked for your help (Domeabba02) also I live in Italy and apparently from what I understand they do not withdraw in this country and yet I I managed to create a profile and it is of Italian origin as well as having the opportunity to play various games but in any case I cannot withdraw from every time I perform the withdrawal action all the steps are successful but closing and reopening the app the winnings go back to the player account, could you please help me, I used my credit card as my first top-up so I didn't use either free spins or bonuses. Thank you

Salve ho chiesto il prelievo delle vincite dal casinò 1win ma sto riscontrando lo stesso problema di un altro giocatore che ha chiesto il vostro aiuto (Domeabba02) anche io abito in Italia e a quanto pare da quello che ho capito non fanno prelievi in questo paese eppure io sono riuscito a creare un profilo e risulta la provenienza italiana olte ad avere la possibilità di giocare svariati giochi ma comunque non riesco a prelevare mi da ogni volta che compio l'azione del prelievo vano a buona fine tutti i passaggi ma chiudendo e riaprendo l'app le vincite ritornano sul conto giocatore, mi potreste aiutare per favore,io ho usato la mia carta fi credito come prima ricarica perciò non ho usato ne spin gratuiti ne bonus. Grazie

Dear nistorgab,

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 so it's not because I'm from Italy that they don't accept the withdrawal?

Grazie quindi non è perché provengo dall'Italia che non accettano il prelievo?

Thank you for your reply, nistorgab. Have you made any successful withdrawals before?

Have you tried contacting the casino regarding this issue? Could you 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 nistorgab,

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.

Unfortunately, we’re forced to close 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.