1win Casino - 選手の退場が遅れました。

Hello, I need to know the reason why the withdrawals are not reaching my account... I already tried from astro Pay and now through a bank account and NOTHING!! I HAVE A LOT OF MONEY HELD IN THE CASINO AND I CAN'T GET IT OUT!!!! I NEED ANSWERS NOW!!! My account ID: ********

Hola necesito por saber el motivo por el cual no me llegan los retiros a mí cuenta... Ya intenté desde astro Pay y ahora a través de cuenta bancaria y NADA !! TENGO MUCHO DINERO RETENIDO EN EL CASINO Y NO LO PUEDO SACAR!!!! NECESITO RESPUESTAS YAAAA !!! Mí cuenta ID: ********

Dear RoAr22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you currently have any pending withdrawals? If yes, when exactly did you request them? Have you made any successful withdrawals before?

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

Best regards,

Kristina

Hi Kristina, I still haven't been able to make any successful withdrawals! I have pending withdrawals dated 08/8/2023 which amount to $123,965 Argentine pesos. At first I tried to withdraw through astro Pay, but after a few days without having favorable results I decided to try another withdrawal method and use a bank account, but I am not having results either! I see the balance in yellow "waiting" I need to know if there is something wrong with my account or the problem is the CASINO, because I have been reading many complaints about this casino and the truth is that it generates distrust and fear in me knowing that perhaps not I can get my money back! I await your response and the solution to this problem! Thank you!

Hola Kristina, aún no pude hacer ningún retiro exitoso! tengo retiros pendientes con fecha 8/08/2023 los cuales ascienden a la suma de $ 123.965 pesos argentinos. En un primer momento intenté retirar a través de astro Pay, pero al transcurrir algunos días sin tener resultados favorables decidí probar con otro método de retiro y use cuenta bancaria, pero tampoco estoy teniendo resultados! Me figura el saldo en color amarillo "en espera" necesito saber si hay algo mal en mí cuenta o el del problema es el CASINO, porque estuve leyendo muchas quejas sobre este casino y la verdad que me genera desconfianza y temor al saber que quizás no pueda recuperar mí dinero! Quedo al pendiente de tu respuesta y de la solución a este problema! Gracias!

Thank you for your reply, RoAr22. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene, so please, do not cancel your pending withdrawal requests for now. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Thank you so much!!! We are in contact

Muchas gracias!!! Estamos en contacto

Hello, any news about my case? I still do not receive the money

Hola, alguna novedad de mí caso ? Sigo sin recibir el dinero

Hello, good afternoon.... I wanted to know if there is any news about my case? I still do not receive the money to my bank account

Hola buenas tardes.... Quería saber si hay alguna novedad de mí caso?? Sigo sin recibir el dinero a mí cuenta bancaria

Good morning, 2 weeks have passed since my claim... I want to know if there is any news? I need the money

Buenos días, ya pasaron 2 semanas desde mí reclamo... Quiero saber si hay alguna novedad?? Necesito el dinero

Thanks for the updates. Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

Additionally, if possible, please post a screenshot of your withdrawal history here.

Hello, I accumulated my winnings WITHOUT ANY BONUSES. and pass ALL verifications to create my account. Attached screenshot where you can see the withdrawal attempts.

Hola, acumulé mis ganancias SIN NINGÚN BONO. y pase TODAS las verificaciones para crear mí cuenta. Adjunto captura de pantalla donde se puede apreciar los intentos de retiro.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I used the chat on the platform provided by the casino, but they did not give me any kind of solution. That is why I am turning to you to help me recover the money from my winnings.

Utilicé el chat de la plataforma que brinda el casino, pero no me dieron soluciones de ningún tipo, Es por eso que estoy recurriendo a ustedes para que me ayuden a recuperar el dinero de mis ganancias.

The support chat provided by the self-delete casino apparently leaves no logs.

El chat de soporte que brinda el casino de autoelimima al parecer, no deja registros.

Thank you very much, RoAr22, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

Gracias

Hello there,

Thank you RoAr22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Ok.. I'm waiting for a favorable response then. Thank you

Ok .. quedo a la espera de una repuesta favorable entonces. Gracias

Good afternoon

We sent the player a letter requesting documents. The player did not provide the requested data and did not respond to requests.

Sincerely, 1win team.

Добрый день!

Мы отправляли игроку письмо с запросом документов. Игрок не предоставил запрошенные данные, и не отвечал на запросы.

С уважением, команда 1win.

What data and what requests? explain well please

Que datos y que solicitudes? Expliquese bien por favor

They let me deposit in the CASINO perfectly but when it comes to withdrawing the winnings they put you in a lot of trouble!!!!

Me dejaron depositar en el CASINO perfectamente pero a la hora de retirar las ganancias te ponen mil travas!!!!

Dear RoAr22, I believe you are in the process of verification. Please check your email for any communication from the casino about verification and send all the required documents and you will be able to withdraw your winnings after they're verified. This is a standard industry process.

I have checked the casino's rules and you will need to provide one of these documents depending on what they requested in the email:

11.3.1 proof of identity (including but not limited to copies of a valid passport/identity card and/or any payment cards used),

11.3.2 proof of address, including but not limited to a recent utility bill (should be no more than three months old), 

11.3.3 copy of a recent credit/debit/bank account statement related to a payment method used (should be no more than 3 months old).

Please provide the documents or we will be forced to reject your complaint for not cooperating with the casino.

Thank you in advance!

I need you to provide me with an email so I can send all the required documentation to the casino in order to withdraw my money...

Necesito que me proporcionen un mail para poder enviar toda la documentación requerida al casino a fin de poder retirar mí dinero...

I do not have any email from the casino requesting any documentation... please I need the casino to send me an email again specifying what it needs to verify my account.

No tengo ningún correo por parte del casino solicitandome ninguna documentación... por favor necesito que el casino me envíe nuevamente un mail especificando que es lo que necesita para verificar mí cuenta.

Dear 1win Casino, would it be possible to resend the verification emails to the player?

Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear RoAr22, I kindly ask you to please provide the requested documents to the casino or we will have to reject your complaint due to not cooperating with the casino.

Thank you in advance!

It can't be that I have to wait 1 week every time the CASINO has to respond... send me the email and stop going around now

No puede ser que tenga que esperar 1 semana cada vez que el CASINO tiene que responder... que me envíen el mail y dejen de dar vueltas ya

I would recommend checking all the folders in your gmail like spam to make sure you do not have not received the emails. Hope this helps!

I already checked everything... I have nothing

Ya revise todo... no tengo nada

Dear 1win Casino Team, would it be possible to submit the verification documents by any other means like using live chat for example?

Thank you in advance!

Currently, documents are accepted only by email. We see that letters are successfully sent both to this user and to a large number of other players who contact our email.

Dear RoAr22, You can send an email to our email address security@1win.xyz and provide the following information for the initial request:

1. proof of identity;

2. utility bill with proof of residence;

3. a picture of Your face with an identity document in a well-lit room (selfie with identity document).

Best regards, 1win team.

На текущий момент документы принимаются только по электронной почте. Мы видим, что письма успешно отправляются, как этому пользователю, так и большому количеству других игроков, что обращаются на нашу электронную почту.

Уважаемый RoAr22, Вы можете отправить письмо на наш электронный адрес security@1win.xyz и для первоначального запроса предоставить следующую информацию: 

1. proof of identity;

2. utility bill with proof of residence;

3. a picture of Your face with an identity document in a well-lit room (selfie with identity document).

С уважением, команда 1win.

Ready, perfect. Right now I am sending you what you requested. I have a question, what does Point 1 "proof of identity" refer to specifically, what do they need as valid proof?

Listo, perfecto. Ahora mismo les envío lo solicitado. Tengo una duda, a que hace referencia el Punto 1 "prueba de identidad" específicamente que necesitan como una prueba válida?

I have checked the casino's rules and you will need to provide one of these documents:

11.3.1 proof of identity (including but not limited to copies of a valid passport/identity card and/or any payment cards used),

Ok, thank you very much, now I do it and send all the documentation.

Ok muchas gracias, ahora lo hago y envío toda la documentación.

Once everything is sent, how long does it take to verify my account?

Una vez enviado todo, cuánto tiempo se demoran en verificar mí cuenta?

Good morning, I have just sent all the documentation required by the CASINO in order to be able to complete the validation of my account, also as a test and so that it is recorded in this conversation, I attach a screenshot of the aforementioned, said email was sent from my personal GMAIL account to security@1win.xyz

buenos días, acabo de enviar toda la documentación requerida por el CASINO a fin de poder culminar con la validacion de mi cuenta, asimismo a modo de prueba y para que quede registrado en esta conversacion, adjunto captura de pantalla de lo antes mencionado, dicho mail fue enviado desde mi cuenta personal GMAIL hacia security@1win.xyz 

Good afternoon

The user has successfully passed verification. Withdrawal available

Best regards, 1win team.

Добрый день!

Пользователь успешно прошёл верификацию. Вывод доступен

С уважением, команда 1win.

Thank you very much for the update. We will keep this complaint open until RoAr22 confirms their withdrawal has been successful. Please keep me informed about any further developments.

Dear RoAr22,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.