1win Casino - 選手の退場が遅れています。

On the 1st of February, I made two withdrawals, one for 1000 Soles and the other for 800 Soles. I must point out that the 1000 Soles withdrawal was processed the same day and deposited into my bank account. However, the 800 Soles withdrawal has not been processed yet. I have sent numerous emails and written to the customer service center. They have opened a claim, but up until now, there has been no response or resolution. They simply tell me that I have to wait for a response.

El día 1 de febrero realice dos retiros uno por 1000 soles y el otro por 800 soles. Indicar que el de 1000 soles fue procesado el mismo día y abonado a mi cuenta bancaria. El de 800 soles hasta el momento no es procesado, he enviado muchos correos y he escrito al centro de atención al cliente. Han abierto un reclamo el mismo que hasta el momento no tengo respuesta ni es solucionado. Solo me dicen que debo esperar la respuesta.

Dear guiveca,

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 the 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,

Tomas

Dear guiveca,

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.