1win Casino - プレイヤーの入金が遅れています。

I received a withdrawal via Tron, but I was unable to receive the funds due to the travel rule. So, I returned the funds to the 1win coin address where the deposit was initially made. The returned Tron was successfully transferred. However, 1win claims that the conditions for the payment were not met and therefore the deposit was not processed. I definitely returned it to the same address provided by 1win for the deposit. The funds were definitely deposited. I feel this is unfair. Please resolve this issue.

저는 트론으로 인출을 받았습니다. 그러나 저의 트레블 룰 때문에 자금을 받을수 없었습니다. 그래서 다시 입금된 1win 코인주소로 반환을 하였습니다. 반환된 트론은 잘 송금되었습니다. 그러나 1win 측에서는 결제 조건을 준수하지 않아 입금이 처리되지 않는다고 말합니다. 저는 분명 1win측의 입금된 똑같은 주소로 다시 반환하였습니다 . 자금은 분명하게 입금이 되었습니다 . 억울합니다. 제발 해결해주세요.

Dear didzl308,

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 before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

I have made a successful withdrawal before.

Kyc verification passed.

You have not accumulated any winnings as a bonus.

I will send you the chat contents by email.

이전에 성공적으로 인출한적이 있습니다.

Kyc검증 통과했습니다.

보너스로 상금을 누적하지 않았습니다.

이메일로 채팅내용 보내겠습니다.

And returns can only be made to the remitter.

그리고 반환은 오직 송금인한테만 할수있습니다.

Dear didzl308, do I understand correctly that you returned the funds to the same address from which they had been withdrawn, but they cannot process the deposit because the payment conditions were not met.

Did they provide any details about how the payment conditions were not met?

Is it because you did not make the deposit through the casino website?

Is it possible for the withdrawal address to be different from the deposit address?

Dear didzl308, are you referring to this travel rule?

The Crypto Travel Rule requires virtual asset service providers (VASPs) like banks, exchanges, custodial solutions, and financial service providers to identify and share the origins and destinations of crypto transactions above a specific threshold.

Could you please clarify how this travel rule was applied in your situation?

The source of funds exceeding 1 million won must be clear. Since I withdrew an amount exceeding 1 million won at once, I must clarify the source of the funds, but I cannot clarify the source of funds withdrawn from 1win. So I applied for a refund at the exchange. The returned funds were returned to the sender. However, 1win said they could not receive the funds.

100만원이 초과하는 자금은 출처가 분명해야합니다. 저는 100만원이 초과하는 금액을 한번에 인출햇기때문에 자금에 대한 출처를 분명히 해야하지만 1win에서 인출한 자금은 출처를 분명히 할수없습니다. 그래서 저는 거래소에서 반환신청을 햇습니다. 반환한 자금은 송금인에게 다시 반환되었습니다. 그러나 1win측에서 그자금을 받을수 없다고 합니다.

Thank you very much, didzl308, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, didzl308!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Can I wait??

기다리면 될까요??

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

Please send it to the email address the following information:

- Video confirmation from your device showing that the reverse transaction was completed.

Best regards, 1win team.

Добрый день!

Просим Вас отправить на электронный адрес support@1win.social следующую информацию:

- Видео подтверждение с вашего устройства где видно, что обратная транзакция была осуществлена.  

С уважением, команда 1win.

didzl308, please, make a vide recording of your screen where you show that the transaction was sent from your crypto exchange account/wallet.