1win Casino - 選手の退場が遅れる。

I have been waiting for 20 days for them to pay me for €2,000 and they keep refusing to withdraw it either to a bank account or to an e-wallet, they just say that the request is being processed whenever you write to them, when I ask them for the reason, they just say that you will be paid in a short time and so round and round.

I have never encountered such a small new professionalism.

Their games are great and everything is fine, the only problem is the payment.

20 dana cekam da me isplate za 2000€ i stalno mi odbijaju povlačenje bilo to na bankovni račun ili na e-novcanik , samo kazu zahtjev je u obradi kad god im pises, kad ih pitam za razlog samo kazu bit ćete isplaceni u kratkom roku i tako stalno u krug.

Nikad se nisam susreo sa tako malim novom profesionalnosci.

Igre su im super i sve to stoji oke, samo je problem oko isplate.

Hello mujosena23,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

I did not verify the account because there is no option for verification with them.

I won with real money, not with a bonus.

I talk to the casino every day, and they keep telling me that it's not their problem, but the payment system, and that I should try again.

Greetings

Zdravo,

Racun nisam verifikovao jer ne postoji kod njih opcija za verifikaciju.

Dobitak sam ostvario sa realnim novcem, a ne sa bonusom.

Razgovoram svaki dan sa kasinom, i stalno mi govore kao da nije problem do njih već do platnog sistema i da pokusajem ponovo.

Lijep pozdrav

Hello mujosena23,

As long as we know most casino requires verification in order to process a payout. Did you ever send them any documents which they required? If not, can you please ask them about the verification?

Hi, I didn't send any documents and I asked them for verification but I didn't get any answer.

I also wrote to the support why they refuse to pay me and say that it is not up to them but the payment system

Zdravo, nisam slao nikakva dokumenta a pitao sam ih za verifikaciju al nisam dobio nikakav odgovor.

Pisao sam i podršci zasto mi odbijaju isplatu i kazu da nije do njih već do platnog sistema

Thank you mujosena23 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you, I asked about verification, they say that there is no verification with them, but when paying, we receive a code in the mail that serves as verification.

Greetings

Hvala, pitao sam za verifikaciju kazu da kod njih nema verifikacije, vec prilikom isplate dobijamo kod na mail koji sluzi kao verifikacija.

Lijep pozdrav

Hello mujosena23,

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 and participate in the resolution of this complaint.

Dear 1win Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Hello, mujosena23!

Specialists have checked the history of withdrawal from your account, and the status of recent procedures - "Successfully". The money has been credited to the details you specified.

Please clarify if you have any difficulties when using our website at the moment?

Best regards, 1win team.

Hello mujosena23,

I hope you are doing well.

Could you please confirm that you have received the payment and that the matter is now resolved?

Thank you very much.

Kind regards,

Tomas

I received the payment, now everything is okay. Thank you very much

Da primio sam uplatu, sad je sve oke. Hvala lijepa

Dear mujosena23,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas