1win Casino - Retiro y depósito del jugador pendientes después del retraso en la verificación.

I am VIP player of 1win casino. I am player from 7 months. But on June 28 my withdrawal got pending. I have contacted customer support they told me to email security department. I have mailed them and stated my problem. They told me to send details for verification purposes. I have sent them all necessary documents. Then they replied and told me to wait for 14 days to complete verification. But now nearly 30 days passed but they are not verified my gaming account. My withdrawal request and deposit requests are also pending.

Please resolve my issues.

Hello vishvajit7889,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you vishvajit7889 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

ok

Dear vishvajit7889,

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

Good afternoon

vishvajit7889 , please send the trc20 crypto wallet details for a refund.

Best regards, 1win team.

Добрый день!

vishvajit7889, отправьте, пожалуйста, реквизиты криптокошелька trc20 для возврата средств.

С уважением, команда 1win.

Dear vishvajit7889,

Have you received any update in your withdrawal process?

They have blocked my account and I am unable to login.

This is the not good decision for me as a loyal and vip player of 1win.

I am genuine player.



Please I request to reevaluate my profile and revise the final desicion. This will help for both in long term relationship.

Also please process my withdrawal on given trc 20 address.

Also reactivate my account and process my pending deposit request

of 100007 rs.

Dear 1win Casino,

Could you please specify, what exactly the player did to breach the mentioned term?

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.

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.

Dear 1win casino please process my payment on given trc20 address

Good afternoon

We will provide an answer as soon as possible.

Best regards, 1win team.

Добрый день!

Предоставим ответ в ближайшее время.

С уважением, команда 1win.

Dear 1win Casino,

Could you please provide clarification regarding the mentioned breached term?

Thank you.

Good afternoon

The account has been blocked in accordance with Rules 9.7:

The withdrawal was sent to the details. vishvajit7889 , please confirm receipt of funds.

Best regards, 1win team.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

Вывод был отправлен на реквизиты. vishvajit7889, просим подтвердить получение денежных средств.

С уважением, команда 1win.

I received the amount of 195000 on my trc 20 address.

But 100007 rs is still not received.

I have deposited Rs 100007 on 27 June through NEFT PAYMENT.

After successful transfer of money they blocked my account.

I tried to reach customer support but they told me to reach out to verification team.

I am attaching proofs of payment.

Hello vishvajit7889,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok. I am waiting

Dear vishvajit7889,

Could you please confirm, if you have been able to complete the following withdrawal?

Thank you.

I received the amount of 195000 on my trc 20 address.

My overall stucked money is Rs 295000

But 100007 rs is still not received.

I have deposited Rs 100007 on 27 June through NEFT PAYMENT.

After successful transfer of money they blocked my account.

I tried to reach customer support but they told me to reach out to verification team.

I am unable to attach bank statement pdf which showing payment I am attaching photos of payment.

Dear 1win Casino,

Could you please clarify, if there is any problem with the player receiving his last withdrawal of 100007 INR ?

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.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear vishvajit7889,

Could you please confirm, if I understand it correctly, that the amount of 100007 left your bank account, but did not reach your player account?

Dear 1win Casino,

Could you please clarify, which part of the 9.7 rule the player breached and provide supporting evidence?

Thank you

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear casino guru you have not understood this situation.

I have received 195000 rs withdrawal successfully.

But I have deposited 100007 rs in my 1win account but my money not replenished in my gaming account. I have raised complaint for this to 1win but they blocked my account and told to contact the verification team.

Now my issue is partially solved but still 100007 rs are pending in 1win bank account.

I am unable to send payment screenshots and bank statement here .

Please send me email id so I can send you payment proofs.

Dear vishvajit7889,

Could you please provide an original of bank statement, where it would be visible, that you sent the mentioned amount to the casino (partial screenshot you submitted to the thread is not a sufficient evidence).

Thank you.

I am unable to share pdf here. Please provide me email address where I can send you bank statement.

miroslava.d@casino.guru

I have sent bank statement and bank card screenshot where I have made payment.

Dear vishvajit7889,

It seems like your transaction hasn't reached casino's account. Sometimes there can be a problem with a transaction leaving sender's account and not reaching recipients account. This might be the case.

Would you be able to get in touch with the bank, and request information about the mentioned transaction?

Transaction is successfully reached to 1win casino but not replenished in the gaming account at those time. Please confirm it by casino.

Casinoguru please send the account statement to 1win casino and ask them about this issue.

Dear vishvajit7889,

Please send me an official statement from the bank, that confirms, the transaction has reached the casino, with evidence, that would confirm, that the bank account, on which the payment arrived belongs to the casino?

Thank you

I have already sent on email

Dear 1win Casino,

Could you please provide me with a screenshot or other proof of player's full transaction history?

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.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear vishvajit7889,

I am communicating with the casino outside of this thread. I will let you know, if there are any updates

Good afternoon

Unfortunately, we have not received any feedback on our issue. Please check our latest email.

Best regards, 1win team.

Добрый день!

К сожалению, мы не получили обратную связь по нашему вопросу. Пожалуйста, проверьте наше последнее письмо.

С уважением, команда 1win.

Please process this case on priority.

Look I am explaining this matter again.

I have deposited 100007 RS just before the account getting block through NEFT mode of payment.

After payment my account got blocked.

I have enquire this to customer support but they said your account is blocked.

My withdrawable money is received to me. But money which I have deposited is not replenished in my account and that's why I am unable to play and withdraw.

Dear 1win casino please check the statement I have shared with you.abd and match them with your provided bank card. And please process my pending payment.

Dear vishvajit7889,

I requested evidence from the casino outside of this thread, and I am waiting for a reply.

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 sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear vishvajit7889,

Would you be able to provide evidence, that the account on which you sent the amount of 100007 was 1 win's casino account?

Thank you.

I have shared all the documents 4 month ago on miroslava.d@casino.guru

Dear vishvajit7889,

I have seen, there is a transaction of that amount in your bank statement, but it is not possible to see, the recipient was 1win casino. Would you be able to provide evidence, that the payment was sent to 1win's account (for example previous deposits to the casino, withdrawals,..)?

According to my statement I was sent money to

Dear vishvajit7889,

Previously, I have received only a bank statement from one day (27.6.2024). For further evaluation of the case I would need your bank statement for the period from 27.6. until 31.7. 2024.

It would be also appropriate, if it had your name and information, and if you send me also a screen recording, where it would be visible how you are downloading the bank statement from your bank's website.

Please send me the aforementioned document and video to miroslava.d@casino.guru if possible.

Thank you.

I am not possible to provide statement for selected period because payment is transferred from my friends account.

I have asked the casino for availability for third party bank transfer and they gives permission to me. I have only those proof that I have sent to you.

Please ask 1win casino that payment received or not on given bank card.

Dear vishvajit7889,

Could you please confirm, if I understand it correctly, that you have used someone else's payment method or bank account to deposit or withdraw funds from the casino?

Would you be able to provide evidence, that the casin gave you permission to do so?

Thank you for your cooperation.

Dear vishvajit7889,

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.

Dear vishvajit7889,

I would recommend you to always check the Terms and Conditions of the casino you are playing in. They become obligatory for you as a player once you create an account at any casino.

General Terms and Conditions of 1win Casino include the following rule:

4.2. The name on your Account registration must match the name on the credit card(s) or other payment accounts used to deposit or withdraw monies into/from your Account Balance.

It is unfortunate, that the live chat provided false information, however I would recommend you to always check, if information provided by live chat is not against the General Terms and Condition, or any other rules on the website, to prevent problems in online casinos generally.

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.