1win Casino - プレイヤーの撤退が遅れています。

Hello, my complaint is about a withdrawal I made on December 6th, and I still can't withdraw. My account is verified, and I have met all the requirements they ask for to make withdrawals, but it is still showing as a pending withdrawal. I contacted them via email, but they told me to be patient and not to worry, claiming the delay is supposedly because the bank in my city has not credited the transfer. I went to the bank to inquire about it, and they told me there was no movement or transfer of that type, meaning, in few words, they told me that no transfer had been sent to my account. I know it is not a lot of money, which is why I am filing the complaint, but if they scam people for $900 pesos, I can't imagine when the amounts are much higher. Lastly, the casino's terms and conditions clearly state that withdrawals take around 24 to 72 hours, which they obviously do not fulfill. This casino is a real scam.

Hola, mi queja es sobre un retiro que ise el día 6 de diciembre y que aún no puedo retirar mi cuenta está verificada ya ise todo los requisitos que piden para poder hacer retiros pero aún se encuentra como retiro pendiente y me comunique vía correo pero me dicen que tenga paciencia que no me preocupe que el retraso es por qué supuestamente el banco de mi ciudad no a acreditado la transferencia fui al banco a preguntar sobre eso y me dijeron que no tenía ningún movimiento tipo de transferencia de ese tipo osea que en pocas palabras me dijeron que no me han mandado ninguna transferencia asia mi cuenta. Yo sé que no es mucho dinero por lo cual estoy levantando la queja pero si estafan por $900 pesos no me quiero imaginar cuando son cantidades mucho más altas. Y por último el los términos y condiciones del casino claramente dicen que los retiros tardan alrededor de 24 a 72 horas que obviamente no cumplen. Es una verdadera estafa ese casino.

Dear charlymv420,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.