1win Casino - プレイヤーの賞金が遅れています。

Hello, yesterday I made a deposit of only 8,000 CLP to my account at 1Win casino. As a result, I managed to win approximately 700,000 CLP while playing early this morning. I attempted to withdraw my winnings to all of my personal bank accounts but none were successful; all my withdrawal requests were rejected (despite having a previous successful withdrawal of 12,000 CLP). I contacted support and they always tell me the same thing: to wait and to change my payment methods. I find it very strange that the payment has not been processed within 24 hours.

Hola, el día de ayer realicé un depósito de tan solo 8.000 CLP a la cuenta del casino 1Win. Con lo que logré obtener una ganancia de 700.000 CLP aproximadamente mientras jugaba en la madrugada de hoy. Intenté hacer mis retiros a todas mis cuentas bancarias personales que tengo y con ningún obtuve resultado, en todas me rechazaba el retiro (a pesar de tener un retiro anterior exitoso de 12.000 CLP). Me contacté con soporte y me dicen siempre lo mismo, que espere y que cambie mis métodos de pago. Me parece rarísimo que el pago no se realice antes de las 24hrs.

Dear bmorales,

Thank you very much for submitting this complaint. I'm 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. 

Do I understand correctly that the casino rejected each of your withdrawal requests?

Have you chosen the same payment method for withdrawal as you used for depositing?

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

Have you received any explanation as to why your withdrawal requests were canceled? Have you tried using a different payment method?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear bmorales,

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.