1win Casino - プレイヤーの撤退は遅れています。

I made a withdrawal from the 1win account and it has already been 3 days, the money has not yet reached my credit card.

Ho effettuato un prelievo dal conto 1win e sono passati già 3 giorni, i soldi non mi sono ancora arrivati sulla mia carta di credito.

Dear Domeabba02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Thank you for your reply, I will wait for the time specified by you, in case I do not arrive I will contact you again to try to solve the problem. Soon

Grazie per la vostra risposta, attenderò il tempo da voi specificato, in caso non mi arrivassero vi contatterò nuovamente per cercare di risolvere il problema. A presto

Hi I need your help again. It's been 14 days but still nothing

Salve ho bisogno nuovamente del vostro aiuto. Sono passati i 14 giorni ma ancora niente

Thank you for your reply, Domeabba02. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I have not made a withdrawal before, this is my first withdrawal. I have withdrawn by mastercard, I am a resident of Italy and when I contacted the casino they suggested that I try other withdrawal methods. Needless to say, none have worked

Non ho effettuato prelievi in precedenza, questo è il mio primo prelievo. Io ho prelevato tramite carta mastercard, sono residente in Italia e quando ho contattato il casinò mi ha suggerito di provare con altri metodi di prelievo. Inutile dire che nessuno ha funzionato

Thanks for your emails. Do I understand correctly that you have provided all the required documents? If yes, I would recommend that you wait for a few more days. It can take some time to review all details from your documents and mark your account as verified.

I will leave this complaint opened, so please keep us updated in the meantime.

I will wait for them to verify my account, if I have any news I will update you, thanks for what you are doing. Good day

Aspetterò che verifichino il mio account, se dovessi avere notizie vi aggiorno, grazie per quello che sta facendo. Buona giornata

Hi, I am writing to you as several days have passed since the documents were sent, but my gaming account has not yet been verified. I haven't received any emails from the casino. Could I do something to speed up the process or to find out if my verification request has been taken care of? I await your reply, thank you and have a nice day

Salve, vi scrivo in quanto sono passati diversi giorni dall'invio dei documenti, ma il mio conto gioco non è ancora stato verificato. Non mi è arrivata nessuna email da parte del casinò. Potrei fare qualcosa per accelerare il processo o per capire se la mia richiesta di verifica è stata presa in carico? Aspetto una vostra risposta, grazie e buona giornata

Thank you very much Domeabba02 for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Thank you very much kristina for following my case, I await news from her colleague. Good day

Grazie mille kristina per aver seguito il mio caso, attendo notizie da parte del suo collega. Buon giornata

Hello Domeabba02,

I have reviewed your case and understand the situation. It may be that more time is required for the verification process to be completed, but I will contact the casino to see if I can get more information.

We would like to invite 1win Casino to join the conversation and participate in the resolution of this complaint.

1win Casino, could you please provide an update on the status of the player's verification/withdrawal?

Good evening Adam I would like to specify a detail that I only noticed today. reading the rules of the 1win casino I realized that players from my country (Italy) are not allowed inside the casino. At the time of registration and my first deposit I did not encounter any problems, in fact I was not asked for any documents, much less my country of origin. I hope this message of mine is useful in shedding light on this problem that has been going on for too long now. I need that money and I just want to get it. I hope you can help me, I can't take it anymore. Good evening and I rely on you. thanks for the help

Buonasera Adam vorrei specificare un particolare che ho notato solo oggi. andando a leggere il regolamento del casino 1win mi sono accorto che i giocatori provenienti dal mio paese (Italia) non sono ammessi all'interno del casinò. Al momento della registrazione e del mio primo deposito non ho riscontrato nessuno problema, infatti non mi è stato chiesto nessun documento, ne tanto meno il mio paese di provenienza. Spero che questo mio messaggio sia utile per far luce su questo problema che ormai va avanti da troppo tempo. io ho bisogno di quei soldi e desidero solo prelevarli. Spero mi riusciate ad aiutare, non ce la faccio più. Buona serata e mi affido a voi. grazie dell'aiuto

Hello Domeabba02,,

I have found this in the Terms and Conditions of the casino :

"9.4.1. Absolute Restriction. No customers will be accepted from USA, Canada, UK, Spain, Latvia, Lithuania, Netherlands, France, Italy, Switzerland, Albania, Barbados, Pakistan, Syria, South Sudan, Cayman Islands, Haiti, Jamaica, North Korea, Malta and Panama. Any persons residing or located on the territory of those countries are not permitted to open accounts or to make any money funds on the Internet site."

However, there does not seem to be anything in place to restrict the registering of a player from Italy. If a player has been allowed to register and play from a restricted country, we feel they should also receive their winnings.

Perfect, I fully agree with you. We will wait for a response from the casino, thank you and have a nice day.

Perfetto, sono pienamente in accordo con lei. Aspetteremo una risposta da parte del casinò, grazie e buona giornata.

Adam but if the casino doesn't respond what happens?

Adam ma se il casinò non dovesse rispondere cosa succede?

Hello Domeabba02,

If there is still no response when the timer has expired, I will attempt to contact the casino once more. If the casino remains unresponsive, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

At that point, we would suggest contacting the relevant licensing authority.

So if there is no response from the casino, could I file a complaint with the competent authorities?

Dunque se manca la risposta da parte del casinò potrei sporgere denuncia alle autorità competenti?

Hello Domeabba02,

That is correct, you can contact the Curacao Gaming Authority by e-mail here: certria@gaminglicences.com.

If you do so, please let me know how they respond. In the meantime, I will attempt to contact the casino once more.

We would like to ask 1win 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Do you advise me to contact curacao gaming right away or do we give the casino a few more days? Thanks to the availability

Mi consigli già da subito di contattare la curacao gaming o diamo ancora qualche giorno di tempo al casinò? Grazie per la disponibilità

Hello Domeabba02,

It is really your choice but as a standard, we usually give the casino up to 2 weeks to respond first.

Kind regards,

Adam

Hi Adam, I wanted to warn you that I am now impatient and today I proceed to contact curacao gaming. As soon as I have news, I forward their response. See you soon and thanks again

Salve Adam, volevo avvisarla che sono ormai spazientito e oggi procedo a contattare la curacao gaming. Appena ho notizie inoltro la loro risposta. A presto e ancora grazie

Hello Domeabba02,

Thank you for keeping me updated. Please let me know once your complaint has been received by the licensing authority and I will close this complaint temporarily while we await their decision.

Following the outcome, we can then re-classify this complaint as applicable.

Kind regards,

Adam

Okay, as soon as I have news from the competent authorities I will let you know

Va bene, appena avrò notizie da parte delle autorità competenti le farò sapere

Adam I apologize in advance for the inconvenience but I would like to ask if you know how long, approximately, it takes curacao gaming to respond. I would also like to ask you, if in your opinion, it would be appropriate to cancel the withdrawals still in process that I requested and try cryptocurrencies as a withdrawal method. I await your reply, thanks for your patience and have a good day.

Adam mi scuso anticipatamente per il disturbo ma vorrei chiederle se sa quanto tempo, all'incirca, ci mette curacao gaming per rispondere. Inoltre vorrei chiederle, se secondo lei, sarebbe il caso di annullare i prelievi ancora in elaborazione da me richiesti e provare come metodo di prelievo le criptovalute. Aspetto una sua risposta, grazie per la pazienza e buona giornata.

Hello Domeabba02,

To address your first question, I am afraid there is no way to know how long it will take to receive a response from the licensing authority as each case is different.

To address your second question, as your account has not yet been confirmed as verified, I would not recommend you cancel your withdrawal request at this point. Until your verification has been completed it is unlikely that the casino will process any withdrawal. We need the casino to respond and clarify the situation.

I am really exhausted, I hope they verify my account as soon as possible

Sono veramente stremato, spero che verifichino il mio account il prima possibile

Adam wanted to update you on the casino's response to verifying my gaming account. I received an email from the casino a little while ago that confirmed and therefore verified my gaming account. It also went on to say that the withdrawal was now available. How long do you think it will take for the money to reach my credit card? I can never thank her enough, she gave me strength and patience. Thanks again. In my opinion this is an important turning point.

Adam volevo aggiornarti in merito alla risposta del casinò sulla verifica del mio conto gioco. Mi è arrivata un'email poco fa da parte del casinò che ha confermato e dunque verificato il mio conto gioco. Inoltre continuava dicendo che ora il prelievo era disponibile. Secondo lei quanto tempo ci vorrà affinché i soldi arrivino sulla mia carta di credito? Non potrò mai ringraziarla abbastanza, mi ha dato la forza e la pazienza. Grazie ancora. Secondo me questo è un punto di svolta importante.

Hello Domeabba02,

Thank you for the update on your situation, I am glad to hear there is some progress. How long the payment takes is hard to quantify. According to the casino's Terms and Conditions, the payment will take 5 - 8 days. Is the withdrawal showing as processed in your account?

Thank you for the additional information, Domeabba02.

Please do continue to keep us updated.

Adam I'm here to inform you that after verifying my gaming account, I was finally able to withdraw my winnings. Thank you for your patience and for taking care of my case. A greeting

Adam sono qui per informarla che dopo aver verificato il mio conto gioco finalmente sono riuscito a prelevare la mia vincita. Grazie per la pazienza e per esservi occupati del mio caso. Un saluto

Dear Domeabba02,

I'm glad to hear that your issue has been resolved and that you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.