1win Casino - Los retiros de los jugadores se retrasan.

Hello.

I have withdrawals from May 17, 19, 22 and 23 that have not yet arrived in my bank accounts.

I speak to support every day, but they just tell me they'll create requests and that I should be patient.

I have sent everything they asked for, including my weekly historical bank statements, so you can see that I never received that money.

I need help, please.

Hola.

Tengo retiros del 17, del 19, del 22 y del 23 de mayo que aun no llegan a mis cuentas bancarias.

Todos los días hablo con soporte, pero solo me dicen que crearan solicitudes y que debo tener paciencia.

He enviado todo lo que me piden inclusive las cartolas historicas semanales de mis bancos, para que vean que nunca me llego esa plata.

Necesito ayuda por favor.

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Dear Abi123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Is your player's account accessible? Could you please share screenshots of your payout requests?
• Could you please share with me your communication with the casino when you tried to resolve the situation? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, my casino account is still active and I have the corresponding verification, since I have received past payments.

The winnings are not from bonuses, but from the Crazy Time game.

I sent you screenshots of all the payments I'm missing.

The system won't let me send you more than 5 files, so I haven't been able to send you the support replies, which basically tell me to be patient and that they will resolve this for me soon.

It should be noted that I have been trying to find solutions since May 17th.

Please help meeeee.

Hola, mi cuenta del casino aun sigue activa y tengo la verificación correspondiente, ya que he recibido pagos pasados.

Las ganancias no son por bonos , sino por el juego Crazy Time.

Te envie las capturas de todos los pagos que me faltan.

El sistema no me deja enviarte mas de 5 archivos, por lo que no he podido enviarte las respuestas de soporte, que basicamente son que tenga paciencia y que me resolveran esto prontamente.

Cabe indicar que desde el día 17 de mayo estoy tratando de tener soluciones.

Por favor ayudameeeee.

I'm also leaving the support answers here.

Te dejo aca tambien las respuestas de soporte.

Thanks for your reply.

Have you made any successful payouts before May 17th?

Have you used the same payment method to deposit and to withdraw?

When have you passed account verification?

For which purpose has the casino asked for your transaction history? Did they claim they already processed payouts?

Please let me know.

Hello.

If I made successful payments before May 17th.

Three payment methods have been used for depositing/withdrawing.

I passed the verification a few months ago, and even after that I was able to make other withdrawals.

Support asked me for those documents because they weren't sure if I had received a refund, since they hadn't received any response from the payment issuer.

It should be noted that I have not received any money back yet.

Hola.

Si he realizado pagos exitosos antes del 17 de mayo.

Se han utilizado 3 metodos de pago para depositar/retirar.

La verificación la supere hace unos meses atras, inclusive despues de eso he podido realizar otros retiros.

El soporte me pedia esos documentos porque no estaban seguros si me habian devuelto esa plata o no, ya que no habian tenido respuestas del emisor de pago.

Cabe indicar que aun no me han devuelto nada de plata

It should be noted that I have VIP member status at the Casino, but even so, I have not received any answers.

Cabe indicar que tengo status de miembro Vip en el Casino, pero aun asi no me han dado respuestas.

Hello,

I’m sorry to hear about the delays with your withdrawals. I understand how frustrating it must be to contact support daily without receiving a clear resolution.

Your concerns are valid, especially since you've provided all the necessary documentation, including your weekly bank statements, to verify that the funds have not arrived.

I will escalate your case to ensure it receives the necessary attention. We appreciate your patience as we work to resolve this issue as quickly as possible.

Thank you for bringing this to our attention, and we will keep you updated on any progress.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Abi123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas

We’ve reopened this complaint at the request of Abi123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Hello, I’m experiencing further delays with my payments; I’m still waiting for a withdrawal from 17 May and another from 22 May.

And now I have withdrawals from 11 and 13 June that still haven’t arrived.

I spoke to customer support again and they didn’t offer a solution.

The new amount in dispute is $163,900.

I hope you can help me again.

Dear casino representative,

Kindly provide a comment and propose a solution for the player to receive the stuck funds.

Thanks in advance for your reply and cooperation.

Hello, I received a refund of $99,200, but I am still waiting for a refund of $59,200 from June 13th.

I await a response from the casino, regards

Hola, me devolvieron $99.200, aun falta que me devuelvan $59.200 del 13 de junio.

Espero respuesta del casino, saludos

Hello!

We have carefully reviewed the information regarding your transactions. The withdrawal requests from May that you asked about before were canceled on the payment provider’s side and the funds were successfully returned back to your gaming account balance.

As for the withdrawal requests dated 13.06, they are still being processed. Our specialists are continuing to do everything to complete the crediting of your transactions as soon as possible. We are monitoring the situation from our side and will inform you as soon as the transaction status changes or new information becomes available.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Abi123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas