1win Casino - Los retiros de los jugadores se retrasan y no se resuelven.

Dear camilag3344, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please advise if you have passed the KYC verification?

Thank you in advance for your reply.

Best regards, 

Kristina

Hello, I have made successful withdrawals and my complaint is that 14 days have already passed since the first withdrawal since it was made on 12/26.

They don't answer me, I just have to wait and the truth is I don't want to do it anymore because I need my money. I won money on the app. I don't understand the complications.

Hola si he hecho retiros con éxito y mi queja es por que ya pasaron 14 días desde el primer retiro ya que se hizo el 26/12

Ellos no me responden más que espere y la verdad ya no lo quiero hacer por que necesito mi dinero yo gane justamente en la aplicación no entiendo las complicaciones

Thank you for your reply, camilag3344. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Thank you.

Hello, my last successful withdrawal was on January 5, 2024, which took less than 24 hours to credit and the payment method I used was Airtm, which I also used for the deposits that did not reach me.

Hola mi último retiro exitoso fue el 5 de enero del 2024 El cual tardaron menos de 24 horas en acreditar y el medio de pago que utilice fue Airtm el cual también utilice para los depósitos que no me llegaron

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

If they are still pending in Amarillo

Now I'll upload the conversations.

These are some of the answers they give me here. I can't upload them all because it doesn't allow me, but I have conversations with them every day about my money and the status of the withdrawal because I need them to deposit it and their response is always that I have to wait.

And I'm already fed up

Si siguen pendientes en Amarillo

Ahora les subo las conversaciones

esas son algunas de las respuestas que me dan acá no puedo subir todas por que no me permite pero tengo conversaciones con ellos todos los días sobre mi dinero y el estado del retiro por que Necesito que me depositen y siempre su respuesta es que debo esperar

Y ya estoy harta

Thank you very much, camilag3344, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Hello, if they still haven't deposited my $120,000, I don't know what to do anymore.

Hola si todavía no me han depositado mis $120mil Ya no se que hacer

Dear camilag3344,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello, yes please 1win I need the 120 thousand urgently I don't want to wait anymore and more so when they tell me that the problem is the withdrawal I made but when I generate another they send it to me

Which is made exactly the same

Hola si porfavor 1win necesito los 120mil urgente ya no quiero esperar y más cuando me dicen que el problema es el retiro que hice pero cuando género otro me lo envían

El cual está hecho exactamente igual

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We checked the withdrawal history from our site. The withdrawals were cancelled and returned to the game balance. You still have one pending withdrawal. We have forwarded your request for expedited review. Please wait.

Best regards, 1win team.

Добрый день!

Мы проверили историю вывода с нашего сайта. Выводы были отменены и возвращены на игровой баланс. У Вас остался ещё один зависший вывод. Мы передали Ваш запрос на ускоренное рассмотрение. Ожидайте, пожалуйста.

С уважением, команда 1win.

Hello, it's been 20 days and the deposit hasn't returned.

It seems crazy to me to have to wait so long for something that was done correctly from the start.

Hola ya pasaron 20 días y el deposito no volvió

Me parece una locura tener que esperar tanto tiempo por algo que desde el inicio se hizo correctamente

Dear camilag3344,

Could you send me screenshots of your player account payment history from last month?

Thank you.

There I was able to send him all my movements for January.

Ahí pude enviarle todos mis movimientos de Enero

Dear 1win Casino,

Could you please send me a proof of the returned withdrawals and the last one (mentioned as pending in your last message)?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.