1win Casino - プレイヤーのアカウントは凍結され、出金は拒否されます。

Hello dlatkdhd,

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 is your account fully verified?
• Did you ever deposit with a different payment method which you can use to withdraw with?
• When was the last time you spoke to the casino and what was it about?

Please note that if you want to use a new method to withdraw, it is usually required to deposit with it for verification.

Meanwhile, please forward the communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello, Nick.

First of all, thank you for your quick and kind response. I would like to first address the issue of what I think is a misunderstanding in my complaint.

Here is an excerpt from my case that Nick summarized:

"Additionally, player names were displayed incorrectly on the platform, causing additional issues."

There are no additional issues caused by players' names being displayed incorrectly on the platform within 1win.

As I said, "Oh, and for some reason my first and last name are written as js and je and don't change."

This is what happened during the complaint process within the casino group. I apologize for not being able to convey it accurately.

Now, let me answer your question.

*When was your account fully verified?

If you are asking about my first use of 1win, it was October 17, 2024. That was when I made my first deposit with 1win. And I think that was also when I first signed up.

*Have you ever tried depositing with another payment method that can be used for withdrawal?

No. I have consulted with 1win dozens of times and have never heard of such a thing. They never say anything about other withdrawal methods.

If I have to deposit using another payment method to withdraw, I will do so. However, I have never used any other method besides bank transfer. Please help me. If you can go through the process, I would greatly appreciate it if Nick could teach me as if he were teaching a child.

And 1win does not even allow me to cancel my withdrawal. I applied for a withdrawal and found out that my bank account was frozen. I looked for the cancel withdrawal button but it disappeared. 1win does not allow me to cancel the withdrawal I applied for.

Currently, I have 6,380,000 won, and 5,000,000 won and 4,375,580 won are pending withdrawal requests. 1win is not willing to give me my money.

*When was the last time you spoke to the casino and what was it about?

Today. To be exact, it is 12:32 PM on October 26, 2024. The content is that an inquiry has been received in the payment system regarding withdrawal, an application number has been created, and the processing time is 1 to 7 days. An email will be sent to the address associated with your game account.

Nick I am having a hard time and am very confused as I am experiencing the first-ever situation of having my bank account frozen.

I will send you the full text of what I discussed with 1win.

Although the consultation was conducted in a mixture of Korean and English, there will be no problem in understanding the content.

And I'm attaching a screenshot of the email I sent to the Secret Department and the Support Department. The Secret Department sent me a reply, which I'll attach as well. There's nothing special about it (it was just a reply telling me to send it to the Support Department).

I hope this helps.

안녕하세요. Nick

먼저 빠르고 친절한 답변에 감사 드립니다. 제가 올린 컴플래인 내용중에 오해가 있는것 같아 먼저 말씀을 드리겠습니다.

Nick 요약 하신 제 사례에서 발췌한 내용중에

"게다가 플레이어의 이름이 플랫폼에 잘못 표시되어 추가적인 문제가 발생했습니다."

1win 내에서 플레이어의 이름이 플랫폼에 잘못 표시되어 추가적인 문제가 발생한것은 아닙니다.

제가 말씀드린 "아 그리고 나의 이름과 나의 성이 무슨 이유인지 js와 je로 표기되어 바뀌지 않습니다" ​

이것은 카지노 그루내에 컴플래인 과정에서 있었던 내용 입니다. 정확한 전달을 못해 드려서 죄송합니다.

이제 질문에 대한 답을 드리겠습니다.

*귀하의 계정이 완전히 검증된 것은 언제부터인가요?

1win의 첫 사용을 물어 보시는거라면 2024년 10월 17일 입니다. 그때 1win과의 첫번째 입금을 했습니다. 그리고 아마도 첫 가입도 이때 했던것으로 기억 합니다.

*출금에 사용할 수 있는 다른 결제 수단으로 입금해 본 적이 있나요?

없습니다. 1win과의 수십번의 상담의 받아보았지만 그런 말은 들어본적이 없습니다. 다른 출금 방법 대해선 말을 전혀 하지 않습니다.

다른 결제 수단으로 입금을 해야 출금이 가능하다면 하겠습니다. 하지만 저는 은행계좌이체 외에 다른 방법은 한번도 해본적이 없습니다. 부탁드리겠습니다. 만약 그 과정까지 진행이 되면 Nick이 저에게 어린이에게 가르쳐주듯이 가르쳐주시면 대단히 감사하겠습니다.

그리고 1win은 제게 출금 취소 조차 허용하지 않는 상황 입니다. 저는 출금 신청을 하였고 은행계좌가 정지 된것을 알게되고 출금 취소 버튼을 찾았지만 사라졌습니다. 1win은 제가 신청한 출금에 대해 취소를 허용하고 있지 않습니다.

현재 6,380,000원은 보유중이며 5,000,000원과 4,375,580은 출금 신청에 묶여 있는 중 입니다. 1win은 제 돈을 주려고 하지 않습니다.

*마지막으로 카지노와 통화한 건 언제였고, 무슨 내용이었나요?

오늘 입니다. 정확히는 2024년10월26일 12시32분입니다. 내용은 출금과 관련하여 결제시스템에 문의가 접수 되었으며 신청번호가 생겼고 처리시간은 1~7일이라는 답변이고 귀하의 게임 계정과 연결된 주소로 이메일이 전송될것이란 내용 입니다.

Nick 저는 은행계좌 정지라는 처음 겪는 사태에 많은 당황을 하고 힘든 시간을 보내고 있습니다.

제가 1win과 상담 받은 내용의 전체 내용을 보내 드리겠습니다.

한국어와 영어의 혼용으로 상담을 받은것이지만 내용의 이해엔 문제가 없을 것 입니다. 

그리고 1win의 제가 시크릿부서와 서포터부서의 메일을 보낸 내용의 스크린샷을 같이 첨부 합니다. 시크릿부서는 답장을 보내주었는데 그것도 첨부하겠습니다. 별건 없습니다 (그냥 서포터 부서로 보내라는 답장이었습니다.)

부디 도움이 되길 기원 합니다.

Hello dlatkdhd,

If I understand correctly, your own bank account has been frozen? If so, this isn’t directly related to the casino, and you will need to contact your payment provider to resolve the issue.

If this is not the case, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

Dear dlatkdhd,

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.