1win Casino - 選手の退会が遅れました。

I made a withdrawal at 1 win on the 15th of September, before that date I tried to make two more and canceled the withdrawal.

The chat says a lot of different information and that I must wait for the email response, but I don't receive anything. That's why I decided to use this site that I was recommended.

Thank you very much in advance.

fiz um saque na 1 win no dia 15 de seteembro, antes dessa data tentei fazer mais duas e cancelei o saque.

O chat diz um monte de informacoes diferentes e que devo aguardar a resposta do email, porem nao recebo nada. por isso resolvi recorrer a este site que me indicaram.

desde ja agradeco.

Dear ROBERTACITRO,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Was your account successfully verified in the past, please?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear ROBERTACITRO,

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.

Thank you for your attention, I'm still waiting for my withdrawal, now calmer because I'm supported by you.

In fact, I had already carried out looting in this house and they fell fast. This time I waited more than 20 days without a response from support, which made me suspicious and so I contacted the GURU.

Once more, thank you. when they deposit I'll inform you here.

Thankful,

BETA

Oobrigada pela atencao, continuo no aguardo do meu saque, agora mais tranquila por estar amparada por voces.

Na verdade ja havia realizado saques nesta casa e os mesmo cairam rapido. Desta ves aguardei mais de 20 dias sem resposta do suporte o que me deixou desconfiada e por isso entrei em contato com o GURU.

Mais uma vez obrigada. quando eles depositarem eu informo aqui.

Grata,

BETA

Thank you very much, ROBERTACITRO, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Dear ROBERTACITRO

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

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

Dear 1win Casino,

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

Hello ROBERTACITRO!

Please wait for the verification to confirm your identity - this is a standard procedure. After successful verification you will definitely receive the official reply on 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 understand that there has to be a verification. I even feel safer with the procedure, but the time of the process as well as communication with your clients is disrespectful and abusive.

Thankful,

Roberta Citro

Eu entendo que tenha que haver uma verificacao. Ate me sinto mais segura com o procedimento, porem o tempo do processo tal como a comunicacao com seus clientes e desrespeitosa e abusiva.

Grata,

Roberta Citro

Dear ROBERTACITRO

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?

Good afternoon!

User verification has been successfully completed, funds are available for withdrawal.

Sincerely, 1Win team.

Добрый день!

Верификация пользователя успешно завершена, денежные средства доступны для вывода.

С уважением, команда 1Win.

Dear ROBERTACITRO

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

Please let me know once you successfully receive the funds.

Thank you Casino for your commitment and attention. house 1 Win paid today. Although relieved, my indignation remains with the verification time and the delay from the 15th of SEPTEMBER THE WITHDRAWAL until today, which was the payment on the 19th of OCTOBER. More than 1 month.

Thankful

ROBERTA

Obrigada Cassino pelo empenho e atencao. casa 1 Win pagou hoje. Apesar de aliviada, fica minha indignacao com o tempo de verificacao e o rigistro da demora desde 15 de SETEMBRO O SAQUE ate hoje que foi o pagamento 19 de OUTUBRO. Mais de 1 mes.

Grata

ROBERTA

Great news, ROBERTACITRO. I'm glad to hear that you successfully received your winnings.

I understand that the verification process might appear unnecessary and I agree with you that it could have been done much quicker, but the verification and gameplay check is a standard process that the casinos can perform before every withdrawal at the casino's discretion, and sometimes it can take a long time like in your case, but as mentioned, the verification process is an industry-standard.

The main thing is that you have received your winnings.

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