1win Casino - 選手の退場が遅れました。

I made a withdrawal on August 6th and it hasn't arrived yet. How can I resolve this?

He retirado el 6 de agosto y no me a llegado asta ahora como puedo solucionarlo

Dear marianaguzmann3,

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,

Kristina

Thank you for your reply, marianaguzmann3. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

Hl if I have received the successful withdrawal if I pass the

Verification if I have accommodated my earnings without bonus but I have not received the withdrawal that I was

Hl si he resivido el retiro exitoso si paso la

Verificasion si he acomuldo mis ganancias sin bono pero no me aa llegado el retiro q ise

Please I want you to solve me quickly

tired of waiting

ID********

Porfa kiero q me solucionen rapido ya me

Canse de esperar

ID********

Have you tried contacting the casino regarding the blocked account? 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.

Hi, yes I contacted them and they don't answer me and they don't measure

no solution

********

Hl si me puse en contato con ellos y no me responde y no medan

Ninguna solucion

********

There is a picture of the successful withdrawal that has not yet reached my account

********

Hay le saque catura del retiro exitoso q aun no me a llegado ami cuenta

********

Thank you very much, marianaguzmann3, 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.  

Hello there,

Thank you marianaguzmann3 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 was the player blocked and what can we do to help resolve this issue.

Thank you!

Good afternoon

The player's account is not blocked, but is in the process of verification.

The player did not contact our e-mail, and did not provide documents upon request.

Sincerely, 1win team.

Добрый день!

Аккаунт игрока не заблокирован, а находится в процессе верификации.

Игрок не обращался на нашу электронную почту, и не предоставлял документы по запросу.

С уважением, команда 1win.

Hi, good, it's been a month since it hasn't arrived

What I win in that game I'm tired of waiting

you only scam

42924475

Hl buenas ya va un mes q no me ha llegado

Lo q gane en ese juego ya me canse de esperar

Solo estafan ustedes

42924475

My account was blocked after I made the withdrawal as

To all that person who still blocked just for withdrawing

Well I need you to at least give me back what I invested in this game please scammers

Mi cuenta se bloqueo tras q ise el retiro como

A todas esa persona q ygual bloquearon solo por retirar

Bueno yo nesesito q por lo menos me de vuelvan lo q inverti en se juego porfavor estafadores

Dear marianaguzmann3, if you wish to withdraw your winnings, you will need to verify your documents first. KYC check is the mandatory process of identifying and verifying the client's identity when opening an account so until you pass the verification process, you will be unable to withdraw your funds. Hope this helps!

Look what happens is that I made the withdrawal successful and it doesn't bother me

When my email arrived, I need you to please return at least what I invested in that game, please, I already have an account and I put in my documents to make the withdrawal and if I get a successful withdrawal, but it hasn't arrived yet.

Mira lo q pasa esq yo ta ise el retiro exitoso y no me aa

LLegado ami correo yo nesesito q porfavor me devuelvan por lo menos lo q inverti en ese juego porfavor yo ya tengo una cuenta y puse mis ducumento para aser el retiro y si me salio retiro exitoso pero aun no me a llegado

I haven't received what I won in that damn game

Scammers

No me aa llegado lo q gane en ese maldito juego

Estafadores

As the casino representative mentioned, your account is not blocked but is in the verification process. 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.

Thank you for your understanding!

In the process of k yes I'm going two months waiting for some response and nothing arrives to my email until today I already sent all my documents I already made the withdrawal but that withdrawal still has not reached my account what else can I wait to see tell me if please I don't get any response from my email 🤨

En proceso de k si ya voy doss mesen espererando algunas respuesta y ami correo no me llega nada asta el dia de hoy ya envie todos mis ducumento ya ise el retiro pero ese retiro aun no me llega ami cuenta q mas puedo esperar aver digame si por mi correo eletronico ni me llega ninguna respuenta 🤨

Good afternoon

The player did not send anything to our email and did not respond to outgoing emails.

The account is not blocked, but is awaiting verification.

Dear marianaguzmann3, please check the email that is linked to your game account and provide data at our request.

Best regards, 1win team.

Добрый день!

Игрок ничего не отправлял на нашу почту и не отвечал на исходящие письма.

Аккаунт не заблокирован, а ожидает верификации.

Уважаемый marianaguzmann3, просим проверить электронную почту, которая привязана к вашему игровому счету и предоставить данные по нашему запросу.

С уважением, команда 1win.

I haven't received my email

No me a llegado nd ami correo eletronico

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

Thank you in advance!

Good afternoon

The player received the letter and responded to it. The player answered literally the following: "Retire ase un mes y no me llega nd" - this is the entire text of his letter. No documents were provided. We sent another request letter. Until the player provides documents, the withdrawal cannot be accessed.

Best regards, 1win team.

Добрый день!

Игрок получил письмо и дал на него ответ. Игрок ответил буквально следующее: "Retire ase un mes y no me llega nd" - это весь текст его письма. Документов предоставлено не было. Мы отправили еще одно письмо с запросом. Пока игрок не предоставит документы, вывод не может быть доступен.

С уважением, команда 1win.

Dear marianaguzmann3, 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!

Dear marianaguzmann3,

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.