1win Casino - El retiro del jugador está bloqueado.

Hello,

I am experiencing a problem with 1win. I have funds available in my account, but I am unable to make a withdrawal.

When I try to withdraw, the system displays a message saying that my data could not be verified and instructs me to contact support.

The problem is that 1win support has already informed me that my account has been verified and that there are no withdrawal restrictions on my account. However, in practice, I still cannot make a withdrawal.

I have already contacted support and explained the situation, but they have not been able to resolve the problem or explain why the system continues to prevent me from withdrawing. I am tired of having to explain the same problem repeatedly without receiving a concrete solution.

This is not a case of a withdrawal being delayed. I cannot even complete the withdrawal request, because the system prevents me from proceeding.

I am asking Casino Guru to help mediate this situation with 1win and request that they investigate the problem properly and provide a definitive solution, allowing me to withdraw the funds available in my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please share a screenshot of the verification status of your player's account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Yes, I have access to my account and I can log in normally.

Regarding the verification status, there is no page or status showing that my account is verified. When I try to make a withdrawal, I only see a message saying that "the data could not be verified" and the system tells me to contact support.

1win support has already informed me by email that my account has been verified and that there are no withdrawal restrictions on my account. Therefore, there is a contradiction between what the system shows when I try to withdraw and what the support team confirmed by email.

I will send you the confirmation from 1win support by email so you can verify this information. I can also provide a screenshot of the message that appears when I try to make a withdrawal, as well as my communication with 1win support.

Thank you very much for your help. I have already tried to resolve this directly with 1win support, but I still cannot make a withdrawal.

If the issue persists,

• Have you tried accessing your player's account from a different device?
• Could you please share a screenshot of your account with an active balance, or the verification status of your profile?

Send the information to my email at tomas@casino.guru or post it here.

Hi, Tomas.

The problem persists. I've already tried to resolve it in every possible way, including following the instructions from

1win support, but so far they haven’t provided a solution.

My money is still stuck in the account, and I can’t make a withdrawal. I can also send screenshots showing the balance and the withdrawal issue.

Olá, Tomas.

O problema continua. Já tentei resolver de todas as formas possíveis, inclusive seguindo as orientações do suporte da

1win, mas até o momento eles não apresentam uma solução.

Meu dinheiro continua preso na conta e não consigo realizar o saque. Também posso enviar capturas de tela mostrando o saldo e o problema de saque.

Dear Penalpp,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Penalpp,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 1win Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 1win Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify why the player is currently unable to make a withdrawal despite having a fully verified account and no apparent withdrawal restrictions.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria

Hello, Maria.

Thank you for following up on my complaint.

Unfortunately, there have been no updates so far. I am still unable to access the withdrawal section of my 1win account. My account has already been verified, as confirmed by the Security Support team via email. However, when I try to make a withdrawal, the system instructs me to contact Support.

I have already contacted Support, but so far they have not been able to resolve the issue or explain why I am unable to access the withdrawal option.

Hello!

Thank you for reaching out to us regarding your withdrawal issue. We understand your frustration, and we want to assure you that we are here to help.

We have confirmed that there are no restrictions on your account, and your account has been verified. We recommend that you attempt to withdraw your funds once more.

If you encounter the same issue, please let us know immediately, and we will escalate the matter to ensure a prompt resolution.

Thank you for your patience, and we hope to resolve this for you soon.

Dear Penalpp,

At this point, the casino has advised you to try withdrawing the funds once again. Let’s follow the casino’s recommendation and see how things progress.

We would appreciate it if you could keep us updated on the progress of your withdrawal. If the payment has not been processed yet, please let us know so we can assist you further.

In the meantime, we hope your outstanding payment will be resolved as quickly as possible.

Thank you in advance, and we look forward to hearing from you.

Hello. I tried to make the withdrawal again, as recommended by the casino, but the problem still persists. The system still says that my documents could not be verified and asks me to contact support.

Therefore, unfortunately, the withdrawal is still unavailable and the issue has not been resolved yet.

Dear 1win Casino,

The player is still experiencing the same issue with withdrawing their funds. Could you please provide the player with any alternative steps for completing the withdrawal or ensure a resolution to this matter?

Thank you in advance for your cooperation. We look forward to your reply.

Hello,

Thank you for your message. To assist you more effectively, could you please clarify which account ID you used for the withdrawal? The KYC process has been successfully completed on this account, so there shouldn’t be any errors.

We will do our best to resolve your issue as soon as possible.

Dear 1win Casino,

Thank you for your response.

The player has now provided the requested account ID used for the withdrawal. Could you please proceed with your investigation into the withdrawal error?

We appreciate your cooperation.