1win Casino - プレイヤーの出金と認証が遅れています。

On the 1st of December, I requested 5 withdrawals in large amounts. On the same day, I was asked to send an email to security@1win.xyz, which I did. Subsequently, they requested the necessary documentation for account verification. I complied, and they asked for 14 days to verify the account. Today, the 16th of December, I've yet to receive any response from the platform via email. The customer service - via calls, live chat, or Telegram - has been terrible and questionable. During live chats, they leave the conversation midway; on Telegram, they delete the delivered messages; over the phone, they hang up on you. I have sent new emails as requested during the chats, and have done everything as per their guidance. But up until now, they don't seem interested in resolving the issue. Instead, they keep asking me to wait and send a new email, creating an infinite loop because every new email resets the 14-day deadline.

I have screenshots of everything I've mentioned here, as well as call recordings. Today, for example, a representative stated that everything would be resolved by today, or at most, by tomorrow. Through live chat, however, they asked for a new email. Their responses are inconsistent, with everyone providing different information. I have a screenshot of the live chat conversation from yesterday, 15th December, where the operator declared that everything would be sorted out within a few hours - but still, nothing has happened.

I'm available at the platform's disposal to provide clarification and make an attempt to resolve this situation. I'm also available for media and press if they are interested in understanding this case in detail, considering that the platform is infringing on several articles of the federal constitution here in Brazil, one of which involves unlawful ownership of assets, as has been the case with me.

ID 15995540

No dia 01/12 solicitei 5 saques em valores altos, no mesmo dia foi solicitado que eu enviasse um email para security@1win.xyz, o que eu fiz, em seguida me pediram a documentação necessária para verificação de conta, enviei, e solicitaram 14 dias para verificar a conta. Hoje dia 16/12, ainda não tive nenhum retorno por email da plataforma, ligando, pelo chat ou telegram o atendimento é péssimo e duvidoso, saem no meio da conversa no chat, telegram apagam as mensagens enviadas e telefone desligam na sua cara. Já enviei novos e-mails como solicitado por chat, já fiz tudo conforme eles me orientam, mas até o momento não querem resolver o problema, só mandam aguardar e enviar novo email, o que gera um loop infinito, pois a cada novo email é um novo prazo de 14 dias.

Tenho print de tudo o que informei aqui, gravações de chamadas, hoje por exemplo um atendente me disse que tudo se resolveria hoje ainda ou no máximo amanhã, já por chat mandam enviar novo email, as respostas não condizem, cada um diz uma coisa. Tenho print da conversa por chat de ontem, 15/12, onde a operadora diz que tudo se resolveria nas próximas horas, e cadê? Até agora nada.

Estou a disposição da plataforma para esclarecimentos e para tentar resolver a situação, também estou a disposição da mídia e imprensa caso queiram saber do caso a fundo, visto que a plataforma está infringindo diversos artigos da constituição federal aqui no Brasil, sendo um deles propriedade indevida de bens, como tem feito comigo.

Id 15995540

Dear arypmachado,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its procedure that needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

• Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session?
• Was your account successfully verified in the past?
• Have you redeemed any promotional offer when placing your last deposit?
• If you wish to forward any supporting evidence or relevant communication, my email address is petronela.k@casino.guru.

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I thank the answer.

I have already withdrawn some amounts from this betting house, and they have always fallen faster.

My account is being verified now, they ask for a period of 30 days, and that makes me worried, the period is too long to resolve the problem.

I never requested a bonus on the platform when making a deposit.

I have several prints of conversations, of pending withdrawals, of my account that was blocked out of nowhere by them, and they claimed that I requested it.

I hope you can help me please. I'm really very worried about this whole situation. The value is also very high, as I lost much more than that at the casino itself.

Olá,

Desde já agradeço a resposta.

Já retirei alguns valores dessa casa de aposta sim, e sempre caíram mais rápidos.

Minha conta está a ser verificada agora, eles pedem um prazo de 30 dias, e isso que me deixa preocupado, o prazo é muito extenso pra resolver o problema.

Nunca solicitei bônus na plataforma ao fazer depósito.

Tenho vários prints de conversas, dos saques pendentes, da minha conta que foi bloqueada do nada por eles, e eles alegaram que eu solicitei.

Espero que você possa me ajudar por favor. Estou realmente muito preocupado com toda essa situação. Sendo o valor muito alto também, pois perdi muito mais que isso no próprio cassino.

If you wish to forward any supporting evidence or relevant communication before we contact the casino directly, my email address is petronela.k@casino.guru. Thank you in advance.

Hello,

I sent it to your email.

It was sent by ary****** do@gmail.com

I'm waiting. Thanks!

Olá,

Enviei para o seu email.

Foi enviado por ary******do@gmail.com

Fico no aguardo. Obrigado!

Thank you very much, arypmachado, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi arypmachado,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal requests and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you, Natalia!

Still waiting.

Obrigado, Natália!

Continuo aguardando.

Good afternoon.

Account verification has been completed and withdrawals are available in full.

Best regards, 1win team.

Добрый день.

Верификация аккаунта завершена, вывод доступен в полном объеме.

С уважением, команда 1win.

Hello,

I would like to thank everyone for their help.

The problem was solved.

Thanks!

Olá,

Gostaria de agradecer a todos pela ajuda.

O problema foi resolvido.

Obrigado!

Dear arypmachado,

Thank you very much for the updates. I'm glad to hear that your issue has been resolved successfully so I will now mark your complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru