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#45967953

[Name edited by Casino Guru Admin]

I'm trying to withdrawal multiple times, but it doesn't work and take forever and not proceed. 1month ago, the withdrawal was light speed fast. but now it docent work.

I've contacted to customer service (chat, security@1win.xyz) . they say wait for 24hours.

so I waited over 36hours,but nothing happened

I cancelled the old request and request withdrawal with various method(was thinking withdrawal method issue) but still not proceeded

deposit was working fine (over 7times recently about $700)

Please help me

Dear 82slotgod,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

,

I was able to deposit multiple times .. but why no withdrawal ??

strange thing is , I was able to withdraw my money before,

but after that I can not withdraw

1win never sent me any kind of mail that I need KYC thing is required (if needed I will provide any time and I've sent my passport pic to contact mail.)

and security@1win.xyz (the chat agent guided mail) is not responding as well

update

#45967953

had contacted over 30 times about this.

still no reply , help from 1win contact / security / support / live chat

all withdrawals keep automatically got canclled

Thank you very much, 82slotgod, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear 82slotgod,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good afternoon

The user has been assigned verification. Passed successfully. Withdrawal is available.

Best regards, 1win team.

Добрый день!

Пользователю была назначена верификация. Успешно прошёл. Вывод средств доступен.

С уважением, команда 1win.

Dear 1win Casino,

Could you please confirm if you have managed to request a withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Sep 13 2023 ~~ Oct 9~13th 2023

about a month

finally it allowed me to withdraw money (partial)

I almost gave up withdrawal because you guys did not give me any clear response Sep 13 2023 to Oct 9...

I'm regretting ...

I lost over 10,000,000 WON($7414) and lost all of them except 300,000 won cuz it seemed they are not going to solve the issue. i was out of control..

I wish I had more patience, and it would have been better if they had addressed this issue earlier.

Thank you Stefan , 1win, Veronika

problem solved anyway

Dear 82slotgod,

Thank you for your response and the information provided.

I am sorry to hear that you lost some funds in the meantime. Could you let me know once you receive the remaining 300,000 WON?

Thank you very much for providing the information in advance.

Kind regards,

Stefan

Dear 82slotgod,

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.