1win Casino - Запрос игрока на вывод средств был отложен.

My withdrawal is pending from 20000

Dear sandeepsolanki8720, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

I have never taken IMP in my bank account before. I am doing IMP for the first time now which has taken more than a month and I had also got it done

I have never taken IMP in my bank account before. I am doing IMP for the first time now which has taken more than a month and I had also got it done

Kyc is completed and there is no bonus taken please resolve my issue asap

Could you please send me a screenshot of your transaction history? What is the current status of your withdrawal request?

Have you made any deposits via IMPS? Is this payment method verified in your profile?

Could you please specify if the casino explained why they blocked your account?

I am verifyied and i deposited money with upi and my account blocked after raising complaint

Please forward me the email you received from the casino after your account was blocked at veronika.l@casino.guru. Thank you.

Thank you very much, sandeepsolanki8720, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thanks and please solve the problem as soon as possible

Dear sandeepsolanki8720,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I would appreciate more details regarding the player's actions that were considered a breach of rule 9.7, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

Good afternoon

We will send the information shortly.

Best regards, 1win team.

Добрый день!

Отправим информацию в ближайшее время.

С уважением, команда 1win.

Dear 1win Casino,

I'm looking forward to your email containing the required information and supporting documentation.

Good afternoon

We sent the information to the email address.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес.

С уважением, команда 1win.

Thank you for the information and evidence provided, 1win Casino Team.

Dear sandeepsolanki8720,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.7. by the casino team earlier.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru