1win Casino - 選手の退会が遅れました。

On Thursday, April 13, I deposited 120,000, but I decided to play until Friday, April 14 with the lucky jet game and I had a total of 715,800 in the game, I withdrew them by pse and today, April 20, and my money does not reach to the account and they don't return it to the game either. I would like to know if it is true that at any time it appears as the people who answer one in the 24/7 messaging service say, or is it a scam because it has been so many days and the answer is always the same, I thank you for helping me to clarify this situation because if one enters one of these sites it is because they want to make their money grow and that they play with people like that is very dishonest.

el día jueves 13 de abril consigne 120000, pero decidí jugar hasta el día viernes 14 de abril con el juego de lucky jet y tuve un total de 715.800 en el juego los retire por pse y ya hoy 20 de abril y mi dinero no llega a al cuenta y tampoco lo devuelven al juego quisiera saber si es cierto que en cualquier momento aparece como lo dicen las personas que le contestan a uno en el servicio de mensajería 24/7, o es una estafa porque ya tantos días y la respuesta siempre es la misma, les agradezco me ayuden a aclarar esta situación porque si uno entra a un sitio de estos es porque quiere medio hacer crecer su dinero y que le jueguen con las personas así es muy deshonesto.

Dear bellotase,

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

Thank you in advance for your patience and understanding.

Best regards,

Petronela

The day before making this complaint it was not, it has been 9 days now and the answers I have received are that I wait 24 hours and I write 24 hours later and they come up with the same thing that one can think with this that they are lying or scamming you, for That's why I went by this means because my emails give an answer.

Un día antes de poner está queja no fue, ya van 9 días y las respuestas que he obtenido son que espere 24 horas y escribo 24 horas después y me salen con lo mismo que puede uno pensar con esto que le están mintiendo o estafando, por eso acudí por este medio porque mi los mails dan respuesta.

I fully understand your frustration, bellotase. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I really appreciate your support and collaboration, I am aware of this situation

De verdad les agradezco mucho su apoyo y colaboración, quedo al pendiente de esta situación

Today 15 days have passed since I made my withdrawal and it has not reached my account, I understand that these casinos are a vile scam, thanks for the non-help, I understand that these casinos do not have any type of regularization, I appreciate the support that they give to them so that they continue to be reduced at the expense of the stupid people who enter those pages

Ya hoy se completan 15 días desde que hice mi retiro y no ha llegado a mi cuenta, doy por entendido que esos casinos son una vil estafa, gracias por la no ayuda, ya entiendo que estos casinos no tienen ningún tipo de regularización, agradezco el apoyo que le dan a ellos para que se sigan inrequeciendo a costillas de los estúpidos que entramos a esas páginas

Thank you, bellotase, for your reply. As I mentioned in my previous response, we always follow a standard protocol of waiting for 14 days before contacting the casino. Please rest assured that this is not an indication of any reluctance on our part to assist you. We simply need to allow sufficient time for the casino to resolve the issue before intervening.

I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Bellotase!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

The casino is not going to respond because I am not the only one who has this withdrawal problem, what happens is that nobody complains and for this reason those casinos continue to scam people, because when it comes to depositing money into the casino it is super easy but At the time of withdrawal it becomes difficult and the money never reaches one's account, I appreciate leaving a precedent so that these casinos do not continue doing their thing

El casino no va a responder porque no soy la única que tiene ese problema de retiro lo que pasa es que nadie se queja y por tal motivo esos casinos siguen estafando a la gente, porque a la hora de ingresar dinero al casino es súper fácil pero a la hora de retiro se vuelve difícil y nunca llega el dinero a la cuenta de uno, agradezco dejar un precedente para que estos casinos no sigan haciendo de las suyas

Good afternoon

Unfortunately, the withdrawal is indeed processed longer than the regulated deadlines. There are no account restrictions.

We have forwarded the request to the payment provider to speed up the processing of the request, we are awaiting a decision.

We apologize for the inconvenience caused.

Sincerely, 1win team.

Добрый день!

К сожалению, вывод действительно обрабатывается дольше регламентированных сроков. Ограничений на аккаунте нет.

Мы передали запрос платежному провайдеру для ускорения обработки запроса, ожидаем решение.

Приносим извинения за предоставленные неудобства.

С уважением, команда 1win.

It will be a month since I made a withdrawal and they have not been able to solve anything, say that they are not going to pay it and with that you do not waste any more time but do not hesitate in that way

Ya se va a cumplir un mes desde que hice retiro y no han podido solucionar nada, diga que no la van a pagar y con eso no se pierde más tiempo pero no lo titubem a uno de esa manera

Good afternoon

Dear bellotase, we once again inform you that the delay occurred on the part of the payment system, there are no restrictions on your account and the withdrawal is available for you.

Now the transaction has been declined and the funds have returned to the balance, please make a withdrawal again.

Sincerely, 1win team.

Добрый день!

Уважаемый bellotase, повторно информируем вас о том, что задержка произошла со стороны платежной системы, на вашем аккаунте нет ограничений и вывод для вас доступен.

Сейчас транзакция отклонена и денежные средства вернулись на баланс, произведите, пожалуйста, вывод повторно.

С уважением, команда 1win.

Dear bellotase,

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.

Good evening, I inform you that thanks to your help they returned my money to the 1win page and I already managed to withdraw my money, I appreciate your attention and collaboration.

Buenas noches, informo que gracias a su ayuda me devolvieron el dinero a la página de 1win y ya logré retirar mi dinero, agradezco su atención y colaboración.

Dear bellotase,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team