Onestep Casino - El jugador aún no ha recibido las ganancias.

I have had two withdrawals made, these took two days, now I can't get the next withdrawal for 5 days, the answer is that we have a backlog and every day we were promised to pay, but it hasn't. This is unlikely to be the case because the previous ones came according to the rules and the account was confirmed, meaning it doesn't require further review, so there is a problem somewhere

Olen saanut tehtyä kaksi kotiutusta nämä kestäneet tuon kaksi päivää, nyt en saa seuraavaa kotiutusta 5 päivän ajan tulee vastaus että meillä on ruuhkaa ja joka päivä on luvattu maksaa, vaan eipä ole. Tuskin tästä on kyse koska aiemmat tulivat sääntöjen mukaan ja tili vahvistettu eli ei vaadi enää tarkastelua jossain siis vika on

Dear jaanatar1980,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Okay, thank you very much.

I will contact you again if the matter is not resolved.

Ok kiitos paljon

Olen yhteydessä uudelleen mikäli asia ei ratkea

Dear jaanatar1980,

Could you please forward us the email address you use on our platform? We are unable to locate any player with the email you previously provided.

Thank you in advance for your cooperation.

Best regards,

The Onestep Casino Team

J

Today, unexpectedly, the withdrawal was approved.

I have to wait a week for the next one, which is strange because my account has been approved. There is a lot of room for improvement here. No. It should be this difficult because the account is confirmed, which is understandable if there was a KYC process going on, but it isn't. Confirmed accounts should be listed separately in withdrawals so that the payment goes smoothly.

Jaanatar1980@gmail.com

Tänään yllättäen nosto hyväksyttiin.

Seuraavaa taas täytyy viikko odotella, mikä sinänsä outoa koska tilini on hyväksytty. Tässä olisi huomattavasti parantamisen varaa. Ei. Pitäisi olla näin hankalaa koska tili vahvistettu, sen ymmärtää jos olisi KYC prosessi käynnissä mutta kun ei ole. Vahvistetut tilit pitäisi olla nostoissa erikseen jotta maksu sujuisi mutkattomasti.

Dear jaanatar1980,

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.

Hello

Yes, my withdrawal has been approved for now, I'm waiting for the fate of the new one. I submitted a request on Friday, let's see when they respond, there are still quite a few of my own that I haven't received.

Hei

Kyllä nostoni on hyväksytty tällä erää, odotan uuden niston kohtaloa. Laitoin pyynnön perjantaina katsotaan milloin vastaavat, vielä on omia saamatta melko paljon.

Dear jaanatar1980,

As usually, a withdrawal may take up to 14 days to be processed.

Let us know once it arrives.

Awaiting your response.

Regards,

Nick

I'm still waiting for the withdrawal but I'll let you know how it goes.

Yhä odotan nostoa mutta ilmoitan miten asia etenee

Dear jaanatar1980,

As the withdrawal should arrive until the end of this week, let us know on Friday if the money has arrived.

If still not, we will try to intervene.

Regards,

Nick

Hello

Yesterday I received one withdrawal and I made a new request today because there is still a lot to be received, let's see how it goes

Hei

Eilen sain yhden noston ja laitoin uuden pyynnön tänään koska saamatta on vielä paljon katsotaan miten käy

Dear jaanatar1980,

Do you wish to keep the complaint open until all the withdrawals will be processed?

Awaiting your response.

Regards,

Nick

Yes, please

Kyllä kiitos

Dear jaanatar1980,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of jaanatar1980. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Withdrawal made on 12.4

It's not there, it's not showing. If customer service answers, it just says there's a traffic jam or technical problems, I can't get any explanation why this took almost two weeks. The previous withdrawals came in a week, now it seems that the rest of the money is left there.

Nosto tehty 12.4

Ei kuulu ei näy. Asiakaspalvelu vastaa jos vastaa vain että on ruuhka tai teknisiä ongelmia, mitään selitystä en saa miksi tämä kestänyt kohta kaksi viikkoa. Aiemmat nostot tulivatkin viikossa, nyt näyttää että loput rahat jää sinne.

Thank you jaanatar1980 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jaanatar1980,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Onestep Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which jaanatar1980 can expect her withdrawal to be processed?

Hi 🌞 withdrawal was approved yesterday! After 18 days.

Hei 🌞 kotiutus hyväksyttiin eilen! 18 vuorokauden jälkeen.

Dear jaanatar1980,

We're glad to hear that your issue has been dealt with. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru