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.

And I'm already fed up

Si siguen pendientes en Amarillo

Ahora les subo las conversaciones

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

Hello, it's been more than a month since the withdrawal and I haven't received a single response.

It's already very frustrating and I would love to know if I can take any legal action on this issue.

Today I tried to transfer money and by chance it didn't seem to be credited either, so I'm sure 1Win is a scam.

Here I leave you the case number they gave me, which is also all a lie, like their attention, they only tell you to wait.

PMNT - *******

Hola ya paso más de 1 Mes del retiro y no obtuve ni una respuesta

Ya es muy frustrante y me encantaría saber si puedo hacer alguna acción legal con este tema

Hoy intente transferir plata y por casualidad parece tampoco se acredito así que ya estoy segura que 1Win es una estafa

Aquí les dejo el Número de caso que me dieron que también es todo una mentira como su atención que solo te dicen que esperes

PMNT - *******

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.

Hello, why hasn't the casino responded? It's been 2 months since my transaction and I still haven't received my money. This is a robbery.

Hola por que el casino no ha respondido ya han pasado 2 meses de mi transacción y todavía no obtuve mi dinero ya esto es un robo

Good afternoon

Don't worry. Your request is being reviewed by our specialists. We are doing our best to provide an answer to your request as soon as possible.

Best regards, 1win team.

Добрый день!

Не переживайте. Ваш запрос находится на рассмотрении у наших специалистов. Мы делаем все возможное, что как можно скорее предоставить ответ по вашей заявке.

С уважением, команда 1win.

Of course I'm worried, do you think it's 2 months and counting having to wait for my money?

If it is not resolved this week I will have to start legal action for fraud since I have spoken to their customer service many times and have not received a single solution.

I have all the conversations saved and the scares that the money never came to me.

Por supuesto que estoy preocupada le parece 2 meses y contando tener que esperar mi dinero?

Si no se resuelve esta semana tendré que empezar acciones legales Por estafa ya que les hable muchísimas veces a su atención al cliente y no obtuve ni una solución

Tengo todas las conversaciones guardadas y los screem de que el dinero no me llego jamas

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 are doing our best to review your request as soon as possible. Please wait. We have forwarded your request.

Best regards, 1win team.

Добрый день!

Мы делаем все возможное, чтобы рассмотреть ваш запрос в самое ближайшее время. Пожалуйста, ожидайте. Мы передали ваш запрос.

С уважением, команда 1win.

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.

Hello camilag3344!

Specialists inform you that you need to complete full registration on airtm website, after which the conclusions will take the final status. If suddenly after registration this does not happen, please contact us again, we will take action.

Regards, 1win team.

And how would the registration to Airtm be because I have my account and I use it frequently. The only problem that occurred was this one, like they don't send it there and they return the money to my account. Everything would be solved, but 2 months, almost 3, for this seems crazy to me.

Y como seria el Registro a Airtm por que yo tengo mi cuenta y la uso seguido el único problema que paso fue este al estilo de que no lo manden ahí y me devuelvan el dinero a la cuenta estaría todo solucionado pero 2 meses casi 3 para esto me parece una locura

Dear camilag3344,

I would advise you to try to comply with casino's requirements, to be able to finish withdrawal process as soon as possible.

Have you been able to complete registration on Airtm, or has there been any problem with it?

Thank you for your cooperation.

Hello, I really don't know what you mean by completing my registration. As I told you before, it's an account that I use daily and it doesn't give me any option to enter more information.

Hola la verdad que no se a que se refieren con que complete mi registro como les dije antes es una cuenta que uso diariamente y no me da ninguna opción para poner más información

Dear 1win Casino,

Could you please clarify why the player is still unable to withdraw money from her account? Is there an issue with the verification process? Is there anything that can be done to expedite the withdrawal?

Thank you.

I ask for an urgent solution since we have been going for more than 3 months without solving it.

They should give me the money either in my 1Win account or in airtm but a lot of time has passed and I already have enough evidence to start a legal movement as Scammers

Pido que la solución sea urgente ya que venimos más de 3 meses sin solucionarlo

Me deben de dar ele dinero sea en mi cuenta 1Win o en airtm pero ya a pasado mucho tiempo y tengo ya muchas pruebas para empezar un movimiento legal como Estafadores

Good afternoon

We have created a new request to the provider. Please wait.

Best regards, 1win team.

Добрый день!

Мы создали новый запрос провайдеру. Пожалуйста, ожидайте.

С уважением, команда 1win.

Good afternoon

We are doing our best to review your request as soon as possible. Please wait. We have forwarded your request.

Best regards, 1win team.

Добрый день!

Мы делаем все возможное, чтобы рассмотреть ваш запрос в самое ближайшее время. Пожалуйста, ожидайте. Мы передали ваш запрос.

С уважением, команда 1win.

We are extending the timer by 7 days. If the casino fails to provide a satisfactory response in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

Your request has been processed and the specialists insist that you need to complete full registration on the Airtm portal, after which the problem will be solved. Please clarify, have you tried to do this? Contact the support chat of this platform, the experts should help you in resolving this issue. 

Regards, 1win team.

Hello, I have already completed all the records that Airtm provides me and I do not understand what is happening since I received multiple payments to that platform before you did not pay me for that transaction. I recommend that you return the money to my account and that's it, what did you do with the other withdrawals? So we solve this once and for all because what you are doing to me is already a scam. $50,000 pesos in 4 months seems crazy to me. I should be paid with interest and everything.

I ask you, do you let me play and I'll pay you 4 months later? Well, you like to have the money right away, but when you withdraw, you have to wait.

Don't worry, if you can't solve this, I'm already looking into what legal actions I can take because in one of those I could even get more than what you owe me.

Hola ya he completado todos los registros que Airtm me proporsiona y no entiendo que sucede ya que recibí múltiples pagos a esa plataforma antes de que ustedes no me pagaran esa transacción yo les recomiendo que devuelvan el dinero a mi cuenta y ya esta que es lo que hicieron que los demás retiros así solucionamos esto de una vez por que ya es estafa lo que ustedes hacen conmigo $50mil pesos en 4 meses me parece una locura se me debería de pagar con intereses y todo

Yo les pregunto ustedes a mi para jugar me dejan jugar y yo 4 meses después les pago pues no a ustedes les gusta tener la plata en el momento pero cuando uno retira tiene que andar esperando

No se preocupen que si ustedes no pueden solucionar esto yo ya estoy averiguando que acciones legales puedo tomar por que en una de esas puedo hasta sacar más de lo que me deben

Here I leave you proof that I am already verified

Acá les dejo pruebas de que ya estoy verificada

Dear 1win Casino,

As you can see, player's verification seems to be completed. Would you be able to share, if there are any specific documents missing, which are not showing up on player's screen? Or would you be able to suggest an alternative method, since there seem to be problem with Airtm?

Good afternoon

Thank you for the information provided. The funds should be automatically credited to your account, provided that you have fully registered on the Airtm portal.

Best regards, 1win team.

Добрый день!

Спасибо за предоставленную информацию. Средства должны автоматически поступить на ваш счет при условии поной регистрации на портале Airtm.

С уважением, команда 1win.

Perfect, I'm waiting for my payment and I hope for some bonus because 4 months literally begging to be paid is a lot.

And they should already comply because I comply with everything

Perfecto quedo a la espera de mi pago como y espero de algún bono por que 4 meses literal rogando que me pagaran es un montón

Y ya deberían cumplir por que yo cumplir todo

Dear camilag3344,

Please notify me, when you receive the withdrawal.

Thank you.

Hello, yes. I hope it's soon. I'm tired of waiting.

Hola si Espero que sea pronto ya me canse de esperar

Dear camilag3344,

Could you please confirm, if you have received the withdrawal by now?

Thank you.

Hello, as of today 1win has not resolved anything.

Hola no al día de hoy 1win no resolvió Nada

Dear 1win Casino,

Could you please specify, when the player can expect to receive her withdrawal?

Thank you.

Good afternoon

Please clarify whether you have fully registered on this portal? The specialists provided information on your application that upon full registration the funds should be automatically transferred to your account.

Best regards, 1win team.

Добрый день!

Уточните, пожалуйста, вы полностью прошли регистрацию на данном портале? Специалисты предоставили информацию по вашей заявке, что при полной регистрации средства автоматически должны перечислится на ваш счет.

С уважением, команда 1win.

Dear camilag3344,

Could you please send me screenshots, where would be visible, that your Airtm account is registered under the same email address, as your player account in this casino?

Or was there another way, how you were able to connect Airtm wallet as a withdrawal method?

Thank you.

Dear 1win Casino,

Please provide evidence that the funds have been sent from your side to the player's Airtm account.

Thank you for your cooperation.

Hello!

We have carefully studied your situation and realized what the problem may be. We noticed that the email address on the screenshot you provided is different from the one linked to your game account. 

Please try to make sure that you have the same e-mail address. This should solve the problem. 

Best regards,  

1win team 💙

Hello, I don't think that's the problem since I've received payments from you to that account without any problems.

Hola no creo que sea ese el problema ya que he recibido pagos de su parte a esa cuenta sin problemas

Dear camilag3344,

Could you please try to open an account with the same email address as casino suggested?

Hello, yes, I'm going to try.

Hola Si si lo voy a intentar

Dear camilag3344,

Have you received any update since opening the second Airtm account?

Hello, I have not been able to open another Airtm account since the one I was using arrived my document and all my data per

Here I show you that I have received more than 10 transactions from you to the account

Hola no he podido abrir otra cuenta Airtm ya que esta que estuve usando llega mi documento y todos mis datos per

Acá les muestro que recibido más de 10 transacciones de su parte a la cuenta

Dear 1win Casino,

I kindly request that you provide evidence showing the funds have been transferred from your account to the player's Airtm account.

Thank you for your cooperation.

Good afternoon

We sent a letter to the email address.

Dear camilag3344 , please clarify to which email address is your wallet linked?

Best regards, 1win team.

Добрый день!

Отправили письмо на электронный адрес.

Уважаемый camilag3344, уточните, пожалуйста, к какому электронному адресу привязан ваш кошелек?

С уважением, команда 1win.

Hello, my 1win account is linked to the same Gmail as my AirTM account.

Now I'm really curious about what excuse they're going to give to avoid paying me, and I haven't received any letters to my email either. I'll repeat them here in case it's not clear to you what C is. everything is linked there

Hola mi cuenta 1win esta vinculada a la mismo gmail que mi cuenta Airtm

Ahora me da muchisima curiosidad la verdad que escusan van a poner para no pagarme y tampcoo me llego ninguna carta a mi mail aca se los repito por si no les quedo claro cual es Camilag3344@gmail.com ahi esta vinculado todo

Dear camilag3344,

Would you be able to create the second Airtm account? I was informed by the casino, this withdrawal has been requested to your second email account, for which separate registration is needed.

Hello, I don't know what the casino informed you, but as I showed in all the screenshots I sent so far, the withdrawal was made to the only email account I have.

The email account to which I have my accounts linked, it is generally impossible that I have consciously set another account.

If the withdrawal is made to an account other than C Please tell me which one it was made to because it must be something very similar since it could be that I accidentally made a mistake in some letter (I'm sure not) but I'm trying to find a solution, not like 1Win who is washing their hands with tests and everything.

And to no one's surprise, I never received a letter to my email (I imagine they sent it to the email linked to my 1Win account) which is the only one I have. We are 6 months away from my retirement and I still don't have a solution. The level of scam they handle is incredible.

Hola nose que le habrá informado el casino pero como mostré en todas las capturas que envié hasta ahora el retiro fue hecho a la única cuenta de correo que tengo

La cuenta de correo a la que tengo vinculada mis cuentas en general imposible que me haya puesto otra cuenta de forma consciente

Si el retiro esta hecho a otra cuenta que no sea Camilag3344@gmail.com por favor indiqueme a cual fue hecho por que debe ser algo muy similar ya que puede ser que me haya equivocado sin querer en alguna letra (Estoy segura de que no) pero trato de buscar una solución no como 1Win que se está lavando las manos con pruebas y todo

Y para sorpresa de nadie nunca me llegó una carta a mi mail (imagino que la enviaron al mail vinculado con mi cuenta 1Win) que es el unico que tengo Estamos a 6 meses de mi retiro y todavía no tengo una solución increíble el nivel de estafa que manejan

Dear 1win Casino,

Please provide a screenshot, where it would be visible, on which email account the player requested a withdrawal.

Thank you.

Good afternoon

We sent a letter to the email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили письмо на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Hello, I never received any letter. Please tell me what address it came from so I can look for it in my email inbox. Or just return my money. It might be much easier than waiting 6 months.

Hola Nunca me llego ninguna carta porfavor díganme de que dirección viene asi puedo buscarla en mi bandeja de entrada al Mail o solo devuélvame dinero capaz es mucho mas fácil que esperar 6 meses

Dear camilag3344,

I sent you an email with information about email address supplied by casino. Please check your inbox.

Dear camilag3344,

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, it was sent to C ??

Hola se envió a Camilag3344@gmail.com??

Dear camilag3344,

Could you please rephrase your reply?

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, the email account It doesn't belong to me and I tried to create it but it's already in use. Another person is using it (a person I don't know), so it's impossible for me to create an AirTM account with that email because it needs email verification and I can't do it.

Hola la cuenta de mail camilag@gmail.com no me pertenece y la intente crear pero ya esta en uso otra persona la esta usando (persona que no conozco) asi que se me es imposible crear una cuenta Airtm con ese mail por que esta necesita verificación por mail y yo no lo puedo hacer

Dear 1win Casino,

Please change the player's withdrawal details to her registered email address to be able to access the withdrawal.

Thank you.

Good afternoon

We are clarifying the information on the issue. We will respond very soon. Please wait.

Best regards, 1win team.

Добрый день!

Мы уточняем информацию по вопросу. Очень скоро ответим. Пожалуйста, ожидайте.

С уважением, команда 1win.

Dear 1win Casino,

Would the player be able to access the withdrawal now?

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

Good afternoon

We are submitting the user's request for acceleration. Unfortunately, this is not a quick process. Please wait.

Best regards, 1win team.

Добрый день!

Мы передаем заявку пользователя на ускорение. К сожалению, это не быстрый процесс. Пожалуйста, ожидайте.

С уважением, команда 1win.

Dear 1win Casino,

Would you be able to specify, when the player will be able to access the withdrawal?

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

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.

Hello.

The application is reviewed by specialists in an expedited manner.

As soon as we receive an answer, we will let you know immediately.

Best regards, 1win team.

Здравствуйте.

Заявка рассматривается специалистами в ускоренном режиме.

Как только получим ответ, сразу сообщим.

С уважением, команда 1win.

Dear 1win Casino,

Please provide a timeframe, in which the player will be able to receive the withdrawal.

Thank you.

Hello.

Specialists need more time to resolve your request.

Your request is under increased control.

Sincerely, the 1win team.

Dear 1win Casino,

Please provide a specific timeframe.

Thank you.

Hello!

We've verified the information regarding your request.

The funds have been returned to your game balance. You can withdraw them again if you wish, but please ensure you provide the correct email address when making the withdrawal.

Sincerely, the 1win team.

Dear player,

Would you be able to access your account, and submit a new withdrawal request?

Thank you for your patience.

Hello, yes, I was able to see the balance in the account. Thank you very much.

Hola siii pude ver el saldo en la cuenta muchas Gracias

Dear player,

Have you been able to request a withdrawal?

Dear Camilag,

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,
Mirka
Casino.Guru