1win Casino - 選手の退場が遅れる。

My account number is 2*******

I applied for withdrawal on November 30, 2022, and then received an email requiring authentication. I submitted the authentication materials on December 5, 2022, and 1WIN has not replied to me so far. This is my first withdrawal. Please help me!

Hello zouxiao,

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, my account is being verified and has not passed yet. During this period, I sent an email to ask but didn't receive a reply. I didn't use the bonus. The last call was on December 11, 2022

Can you please advise which documents have been approved and which ones are still pending?

Also please if you have any communication with the casino, forward it to nikolas.b@casino.guru.

Hello, all documents: ID Card, hand-held ID card and address utility bills are waiting for approval. Forward all contacts to your email address now

Thank you zouxiao for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello zouxiao,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I 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 information regarding the player's verification delay?

Good afternoon!

Verification procedure completed successfully, withdrawal is available.

Sincerely, 1win team.

Добрый день!

Процедура верификации успешно завершена, вывод доступен.

С уважением, команда 1win.

Thank you for the response, 1win Casino.

Dear zouxiao,

As per 1win Casino's response, you can submit a withdrawal the standard way. Let me know when you successfully receive your winnings, please.

So far $512 has been successfully withdrawn. The remaining dollars have been waiting since submission. Ask the customer service to handle, answer me is more than 48 hours before seeking help. After 48 hours, the request for help was answered by canceling the previous withdrawal and reapplying.

Dear zouxiao,

Please follow the instruction from the casino support, let's hope the withdrawal will be successful this time.

Dear 1win Casino,

Was there any specific reason why the player have to resubmit the withdrawal request? Is it better to submit one withdrawal with the whole amount or multiple requests with smaller amounts?

So far, more than $3,200 has been withdrawn. More than $2,200 is still waiting. It is not feasible to withdraw the full amount. Only small instalments can be made. And only two approvals a day.

Dear zouxiao,

Sometimes the casinos can set a maximum withdrawal limit, we don't like to see it, but sadly it is nothing unusual and in some countries, it is required by law, so we have to accept it.

I saw this in the casino's terms and conditions...

Although I can understand that the slow withdrawal process because of the small amounts is a bit frustrating, the casino is paying you out, so I can only ask you to be patient, you have received the bigger amount already so I have my fingers crossed that you will receive the rest in a reasonable time.

Good afternoon!

The client's withdrawals have been confirmed, some of them are being processed by the payment system and will be sent to the specified details in the near future.

Sincerely, 1win team.

Добрый день!

Выводы клиента были подтверждены, часть обрабатывается платежной системой и в ближайшее время будет отправлена на указанные реквизиты.

С уважением, команда 1win.

Thank you for the response, 1win Casino.

Dear zouxiao,

As per 1win Casino's response, please be a little bit patient. Hopefully, you'll receive your withdrawals soon.

Hello. All bonuses have been withdrawn. thank you very much indeed

Great news, zouxiao. I'm glad to hear that you successfully 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