1win Casino - El jugador cree que el reintegro se ha retrasado.

Dear All:

On May 14th, I made a withdrawal of 100,000 CLP, which has not yet been deposited into my bank account. I contacted them through their support chat, and they told me they had sent my request to the corresponding department and that they would send me an email, but that never happens. I have been waiting for the supposed email for 6 days, and it has never arrived.

I am really disappointed in this casino.

Estimados:

El día 14 de mayo, hice un retiro por el monto de 100.000clp el cual aún no ha sido depositado a mi cuenta bancaria, les hablo por el chat de soporte y me dicen que han enviado mi queda al departamento correspondiente y que me enviarán un correo, pero eso jamás sucede, llevo 6 días esperando el supuesto correo y nunca ha llegado.

Estoy realmente decepcionada de este casino.

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Dear Pazflores04,

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 Pazflores04,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi! The truth is that I still haven't received the money in my account, and I call 1win support every day, and they always tell me that my case is under review and that they sent it to the relevant department, but I've been waiting for an answer for far too many days.

The truth is that I don't know what else I should expect, it's May 28, 1936 and there's no news in my case.

Hola! La verdad es que aún no tengo el dinero en mi cuenta, y todos los días le hablo a soporte de 1win, y siempre me dicen que mi caso está en revisión y que lo enviaron al departamento correspondiente, pero llevo demasiados días esperando una respuesta.

La verdad es que no sé qué más debo esperar, estamos a 28/05/36 y no hay ninguna novedad en mi caso.

Dear Pazflores04, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

Dear Pazflores04,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru