1win Casino - Вывод средств игроками задерживается и не решается.

Dear camilag3344, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please advise if you have passed the KYC verification?

Thank you in advance for your reply.

Best regards, 

Kristina

Hello, I have made successful withdrawals and my complaint is that 14 days have already passed since the first withdrawal since it was made on 12/26.

They don't answer me, I just have to wait and the truth is I don't want to do it anymore because I need my money. I won money on the app. I don't understand the complications.

Hola si he hecho retiros con éxito y mi queja es por que ya pasaron 14 días desde el primer retiro ya que se hizo el 26/12

Ellos no me responden más que espere y la verdad ya no lo quiero hacer por que necesito mi dinero yo gane justamente en la aplicación no entiendo las complicaciones

Thank you for your reply, camilag3344. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Thank you.

Hello, my last successful withdrawal was on January 5, 2024, which took less than 24 hours to credit and the payment method I used was Airtm, which I also used for the deposits that did not reach me.

Hola mi último retiro exitoso fue el 5 de enero del 2024 El cual tardaron menos de 24 horas en acreditar y el medio de pago que utilice fue Airtm el cual también utilice para los depósitos que no me llegaron

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

If they are still pending in Amarillo

Now I'll upload the conversations.

These are some of the answers they give me here. I can't upload them all because it doesn't allow me, but I have conversations with them every day about my money and the status of the withdrawal because I need them to deposit it and their response is always that I have to wait.

And I'm already fed up

Si siguen pendientes en Amarillo

Ahora les subo las conversaciones

esas son algunas de las respuestas que me dan acá no puedo subir todas por que no me permite pero tengo conversaciones con ellos todos los días sobre mi dinero y el estado del retiro por que Necesito que me depositen y siempre su respuesta es que debo esperar

Y ya estoy harta

Thank you very much, camilag3344, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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, if they still haven't deposited my $120,000, I don't know what to do anymore.

Hola si todavía no me han depositado mis $120mil Ya no se que hacer

Dear camilag3344,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello, yes please 1win I need the 120 thousand urgently I don't want to wait anymore and more so when they tell me that the problem is the withdrawal I made but when I generate another they send it to me

Which is made exactly the same

Hola si porfavor 1win necesito los 120mil urgente ya no quiero esperar y más cuando me dicen que el problema es el retiro que hice pero cuando género otro me lo envían

El cual está hecho exactamente igual

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.

Good afternoon

We checked the withdrawal history from our site. The withdrawals were cancelled and returned to the game balance. You still have one pending withdrawal. We have forwarded your request for expedited review. Please wait.

Best regards, 1win team.

Добрый день!

Мы проверили историю вывода с нашего сайта. Выводы были отменены и возвращены на игровой баланс. У Вас остался ещё один зависший вывод. Мы передали Ваш запрос на ускоренное рассмотрение. Ожидайте, пожалуйста.

С уважением, команда 1win.

Hello, it's been 20 days and the deposit hasn't returned.

It seems crazy to me to have to wait so long for something that was done correctly from the start.

Hola ya pasaron 20 días y el deposito no volvió

Me parece una locura tener que esperar tanto tiempo por algo que desde el inicio se hizo correctamente

Dear camilag3344,

Could you send me screenshots of your player account payment history from last month?

Thank you.









There I was able to send him all my movements for January.

Ahí pude enviarle todos mis movimientos de Enero

Hello, it's been more than a month since the withdrawal and I haven't received a single response.

It's already very frustrating and I would love to know if I can take any legal action on this issue.

Today I tried to transfer money and by chance it didn't seem to be credited either, so I'm sure 1Win is a scam.

Here I leave you the case number they gave me, which is also all a lie, like their attention, they only tell you to wait.

PMNT - *******

Hola ya paso más de 1 Mes del retiro y no obtuve ni una respuesta

Ya es muy frustrante y me encantaría saber si puedo hacer alguna acción legal con este tema

Hoy intente transferir plata y por casualidad parece tampoco se acredito así que ya estoy segura que 1Win es una estafa

Aquí les dejo el Número de caso que me dieron que también es todo una mentira como su atención que solo te dicen que esperes

PMNT - *******

Dear 1win Casino,

Could you please send me a proof of the returned withdrawals and the last one (mentioned as pending in your last message)?

Thank you.

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.

Hello, why hasn't the casino responded? It's been 2 months since my transaction and I still haven't received my money. This is a robbery.

Hola por que el casino no ha respondido ya han pasado 2 meses de mi transacción y todavía no obtuve mi dinero ya esto es un robo

Good afternoon

Don't worry. Your request is being reviewed by our specialists. We are doing our best to provide an answer to your request as soon as possible.

Best regards, 1win team.

Добрый день!

Не переживайте. Ваш запрос находится на рассмотрении у наших специалистов. Мы делаем все возможное, что как можно скорее предоставить ответ по вашей заявке.

С уважением, команда 1win.

Of course I'm worried, do you think it's 2 months and counting having to wait for my money?

If it is not resolved this week I will have to start legal action for fraud since I have spoken to their customer service many times and have not received a single solution.

I have all the conversations saved and the scares that the money never came to me.

Por supuesto que estoy preocupada le parece 2 meses y contando tener que esperar mi dinero?

Si no se resuelve esta semana tendré que empezar acciones legales Por estafa ya que les hable muchísimas veces a su atención al cliente y no obtuve ni una solución

Tengo todas las conversaciones guardadas y los screem de que el dinero no me llego jamas

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.

Good afternoon

We are doing our best to review your request as soon as possible. Please wait. We have forwarded your request.

Best regards, 1win team.

Добрый день!

Мы делаем все возможное, чтобы рассмотреть ваш запрос в самое ближайшее время. Пожалуйста, ожидайте. Мы передали ваш запрос.

С уважением, команда 1win.

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.

Hello camilag3344!

Specialists inform you that you need to complete full registration on airtm website, after which the conclusions will take the final status. If suddenly after registration this does not happen, please contact us again, we will take action.

Regards, 1win team.

And how would the registration to Airtm be because I have my account and I use it frequently. The only problem that occurred was this one, like they don't send it there and they return the money to my account. Everything would be solved, but 2 months, almost 3, for this seems crazy to me.

Y como seria el Registro a Airtm por que yo tengo mi cuenta y la uso seguido el único problema que paso fue este al estilo de que no lo manden ahí y me devuelvan el dinero a la cuenta estaría todo solucionado pero 2 meses casi 3 para esto me parece una locura