1win Casino - 決済が遅延しているとのクレームがあります。

I made a request for a withdrawal of 1500 at the house but it didn't fall, they asked to cancel and do it again, I made 3000 more also they didn't pay, they sent an email to send documents and bank statement, but according to several complaints from other users they block the accounts, after 14 days they sent the documents, alleging irregularities, winning is irregular for them, I just ask new users not to enter, they don't pay. ID 10***688

fiz um pedido de um saque de 1500 na casa mais não caiu, pediram para cancelar e fazer novamente, fiz de 3000 mais também não pagaram, mandaram um e-mail para mandar documentos e extrato bancário, mais segundo várias reclamações de outros usuários eles bloqueiam as contas, após 14 dias que mandaram os documentos, alegando irregularidades, ganhar é irregular para eles, só peço aos novos usuários que não entre, eles não pagam. ID 10***688

Dear helbioliveira,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

many cases here in brazil they cancel the account after analyzing the documents, even though everything is ok, it's not just the delay in payment, but that they don't allow their customers to win, losing everything they have in the account, alleging irregularities that don't happen .

muitos casos aqui no brasil eles cancelam a conta depois de analisarem os documentos, mesmo estando tudo ok, não é só o atraso do pagamento e sim que eles não permitem que seus clientes ganham, perdendo tudo que tiver na conta, alegando irregularidades que não acontece.

Dear helbioliveira,

Have you received your withdrawal from the casino yet?

I still haven't received

ainda não recebi

Thank you for your reply, helbioliveira. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful verification? Have you accumulated your winnings with or without an active bonus?

I have been playing for about 4 or 5 months and making several normal withdrawals, always withdrawing normally, 15 days ago they asked for the documents again to verify and thus not being able to withdraw, I played with bonuses, I won, I lost.

tenho uns 4 ou 5 meses jogando e fazendo várias retiradas normais, sempre sacando normal, a 15 dias atrás que pediram os documentos novamente para fazer verificação e assim não podendo sacar, joguei sim com bônus, ganhei perdi.

When exactly did you make your last successful withdrawal? Could you please advise what payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Thank you in advance.

last withdrawal was 08/30/2022, I always made deposits and withdrawals by pix

último saque foi 30/08/2022, sempre fiz depósito e saques pelo pix

Thank you very much helbioliveira for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

OK thank you!!

ok, obrigado!!

Hello helbioliveira

I'm Michal and I have taken over your complaint. I have reviewed your case and want to put to your attention the fact that the casino may request documents for additional verification anytime. When you have provided all the required documents the casino needs some time to check them, so I would kindly advise you to be patient and I will in the meantime contact the casino to see if we can get an update on the process.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide some information regarding the player's verification delay?

Hello Michal! Thank you for your participation. 

Dear helbioliveira!

Please wait for the verification to confirm your identity - this is a standard procedure. After successful verification you will definitely receive an official reply to your mail and you will be able to withdraw funds again without any problems. Until then withdrawal from the account is limited in accordance with paragraph 11.3 of the Terms of Use of the site, section "General Terms and Conditions".

Please wait for an answer from our company's mail address.

Best regards, 1win team.

I already sent it and today it's been 20 days of waiting, and the money is stuck, I've seen many reports that when this happens they block the account Alleging irregularities, is winning bets irregular?

já enviei e hoje faz 20 dias de espera, e o dinheiro preso, vi muitos relatos que quando acontece isso eles bloqueiam a conta Alegando irregularidades, ganhar apostas é irregular?

Dear helbioliveira

I understand your concerns, but the verification and gameplay check is a standard process that the casinos can perform before every withdrawal at the casino's discretion. We have to wait until this process is finished and see if any further investigation is needed. Until then I kindly advise you to be patient.

Dear 1win Casino

Can you please tell us how long will this process take?

Hello, Michal!

In some cases, account verification can take up to 30 days. This happens if additional information is required for verification. After this period of time verification will be completed, and we will give an answer on its results. 

Best regards, 1win team.

Thank you for the update 1win Casino. We hope for prompt processing.

Hello, helbioliveira!

Verification of your account has been successfully completed, and now you have access to the full functionality of the site. 

We checked the history of withdrawal from your account and the status of the last procedure on 7.10 is "Successful". Money was credited to the specified by you requisites.

Please clarify whether you have any difficulties in using our site at the moment?

Best regards, 1win team.

Dear helbioliveira

As per 1Win Casino's response, your withdrawal was processed successfully, so please allow a few days for the funds to reach your account. 

Please let me know once you successfully receive the funds.

it was all resolved, I have no problem other than a very low stake limit, but the withdrawals were successfully paid

foi tudo resolvido, estou sem nenhum problema a não ser uma limitação de valores de apostas muito baixo, mas os saques foram pagos com sucesso

Great news,helbioliveira. I'm glad to hear that you successfully received your winnings. As per the low stake limit, this is solely at the casino's discretion. The casino has a full right to implement such a limit. I understand that this is not much user-friendly, but as mentioned it is solely at the casino's discretion to have such limits.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal