1win Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello, cordial greetings, I carried out the cash withdrawal operation in my bank casino account from February 20, 2023 to date, my deposit has not been made to my bank account, I have talked with only 1 win operators They say that I sent an email to an account of their own, they will solve it for me, I send it to the email they provide me and they never answer My ID 26***775..

Hola un cordial saludos, realice la operación de retiro de efectivo en mi cuenta de casino ala de banco desde la fecha el 20 de febrero del 2023 hasta la fecha no me han hecho mi depósito Ami cuenta de banco he conversado con operadores de 1 win solo dicen que mandé correo electrónico a una cuenta de ellos mismos ellos me resolverán hago el envío al correo que me proporciona y nunca responden Mi ID 26***775..

Dear luis190117morq,

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

Dear luis190117morq,

Have you received your withdrawal from the casino yet?

Hello good evening I have not received in my email that I currently have in the casino no response from them only in the application it says the word in English waiting since I carry out the operation if I make the complaint why in other casinos in less than 8 hours my Withdrawal was balanced in my bank account but if you say that I have to wait 14 days tomorrow to make said request for withdrawal of funds...

Hola buenas noches no eh recibido en mi correo que tengo actual en el casino ninguna respuesta de ellos solo en la aplicación dice la palabra en inglés en espera desde que realice la operación si realice la queja por qué en otros casinos en menos de 8 horas mi retiro quedaba saldado en mi cuenta de banco pero si usted dice que tengo que esperar mañana mismo se cumplen 14 días que realice dicha solicitud de retiro de fondos...

Hello, good afternoon, today, March 6, 2023, it is 14 days since I carried out the withdrawal operation at the casino and I have not received my money. I request that you help me so that the casino responds to me with the money that must be deposited to me.... To my account bank why I don't understand if when I deposit the money to restart playing in your casino the refunded money I shut them up and when it's time to withdraw my winnings they don't want to answer me, it's something unfair and unethical as a company....

Hola buenas tardes hoy 6 de Marzo del 2023 cumple los 14 días que realize la operación de retiro al casino y no he recibido mi dinero solicito que me ayuden ha que el casino me responda con el dinero que debe depositarme.... Ami cuenta de banco por qué no entiendo si cuando le deposite el dinero para reiniciar a jugar en su casino el dinero debolada les callo y ala hora de retirar mis ganancias no me quieren responder es algo injusto y poco ético cómo empresa....

Thank you for your reply, luis190117morq. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

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.

Hello, good morning, I obtained my earnings without any bonus, everything was for the money I deposited, regarding the KYC, they have not asked me for documents to carry out the complete identification process, they only asked me for my name, an email and my telephone number, I even sent them a mail to your email already has days and it is the date that they did not answer it to me.. security@1win.xyz I wrote to that email and they do not answer me, I do not know the reason or there is another email that you know.

Hola buen día mis ganancias las obtuve sin ningún bono todo fue por el propio dinero que deposite, respecto al KYC no me han pedido documentos para realizar el proceso de identificación completa solo me pidieron mi nombre un correo y mi número telefónico, incluso les envié un correo asu correo electrónico ya tiene días y es la fecha que no me lo responden.. security@1win.xyz a ese correo les escribí y no me responden desconosco el motivo o haya algún otro correo que ustedes conosca.

Thank you very much, luis190117morq, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@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.  

Dear luis190117morq,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask 1win Casino to join the conversation and aid in the resolution of this complaint.

Thank you very much I appreciate it because in reality it is a long time of delay with my deposit of earnings I hope they answer you 1 win to solve this case ..

Muchas gracias se lo agradesco por qué en realidad es mucho tiempo de retraso con mi depósito de ganancias espero les respondan a ustedes 1 win para resolver este caso..

Good afternoon

The user needs to pass KYC, but we cannot send an email to the mail associated with the account, the email is always returned to the sender.

Dear luis190117morq, could you please specify another mail (Gmail service) so that we can contact you promptly?

Sincerely, 1win team.

Добрый день!

Пользователю необходимо пройти KYC, но мы не можем отправить письмо на почту, привязанную к аккаунту, письмо всегда возвращается отправителю.

Уважаемый luis190117morq, не могли бы вы указать другую почту (сервиса Gmail), чтобы мы могли с вами оперативно связаться?

С уважением, команда 1win.

Hello, good day, this would be l***@gmail.com, could you contact me then the one I have associated with the account did not work for you...

Hola buen día sería este l***@gmail.com me podrían contactar entonces el que tengo asociado ala cuenta no les sirvió de plano...

Thanks for the feedback. Sent an email to the above email address.

Sincerely, 1win team.

Благодарим за обратную связь. Отправили письмо на вышеуказнную почту.

С уважением, команда 1win.

They are going to send me an email to the email that I have just provided to the other that I no longer have linked to the account.

Me van enviar un correo al correo que les acabe de proporcionar verdad al otro que tengo vinculado ala cuenta ya no.

Dear luis190117morq, have you received the email from the casino yet?

They haven't sent me any email yet, they just asked me for another Gmail to send me an email, I'm waiting for them to send it.

Todabia no me han enviado ningún correo solo me pidieron otro Gmail para enviarme un correo estoy en espera de que lo envíen..

They already sent it as soon as it arrived

Ya lo enviaron apenas me llego

Thank you for the information. Does the casino ask you to send them verification documents for the KYC procedure? If so, please send the necessary documents to their address and then let me know that you have done that.

Hello, good afternoon, I have already sent my documentation to myself, KYC, so that I am aware...

Hola buenas tardes ya hice el envío de mi documentación para mí KYC para que esté enterada...

Good afternoon

Verification has been successfully completed, the withdrawal of funds has been approved for the specified details.

Sincerely, 1win team.

Добрый день!

Верификация успешно завершена, вывод денежных средств одобрен на указанные реквизиты.

С уважением, команда 1win.

Dear 1win Casino representative, thank you for your information.

Dear luis190117morq, please let me know when you receive your winnings.

Dear luis190117morq,

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.

Hello, good morning, I hadn't answered why you didn't let me answer first of all, thanks for helping me and the casino solved my problem and I received the payment, thank you very much. I appreciate it.

Hola buenos días no había respondido por qué no me dejaba responder antes de todo gracias por ayudarme ya el casino me resolvió mi problema ya recibí el pago muchísimas gracias se los agradezco..

Dear luis190117morq,

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.

Kind regards,

Veronika

Casino.Guru