1win Casino - O levantamento dos prémios dos jogadores está atrasado.

I'd like to report an unpleasant experience I've been dealing with concerning the 1win online casino. Recently, I was fortunate enough to win a substantial sum on their gaming platforms. However, the process of receiving payment for these winnings has been exceptionally problematic.

After meeting all the requirements and requesting the withdrawal of my winnings, I noticed a significant delay in the payment processing. Concerned about this, I decided to contact the 1win casino support for clarification on the delay. I was advised to send an email to "security@1win.xyz", to deal directly with the security team and resolve any outstanding issues.

Following the instructions provided by support, I forwarded an email detailing my situation and the problems I was facing. I received a response in which the team requested the necessary documentation for verification of my account and the authenticity of the winnings. Although I promptly provided all the requested documents, I was informed that the verification process would take up to 14 business days.

However, as the 14-day period nears its end, I am growing increasingly frustrated with the lack of communication from 1win casino. Despite meeting all their requirements, I have received no updates on the verification status or payment processing. This lack of response is causing significant concern and is affecting my trust in the casino's integrity.

I understand that verification processes can take time, but the lack of communication is unacceptable. After all, transparency and clear communication are vital in maintaining players' trust in any gaming platform. I hope that 1win casino can recognize the importance of this aspect and expedite the communication process by providing regular updates on the progress of the verification and payment.

In summary, my experience with 1win casino has been marked by a considerable delay in the payment of my winnings, as well as a lack of adequate communication from support. I sincerely hope these issues can be resolved soon, so that I can regain trust in the platform and fully enjoy the services they offer.

Gostaria de relatar uma experiência desagradável que venho enfrentando com o cassino online 1win. Recentemente, tive a sorte de ganhar uma quantia considerável em suas plataformas de jogos. No entanto, o processo de receber o pagamento desses ganhos tem sido excepcionalmente problemático.

Após cumprir todos os requisitos e solicitar o saque dos meus ganhos, comecei a perceber uma notável demora no processamento do pagamento. Preocupado com essa situação, decidi entrar em contato com o suporte do cassino 1win para obter esclarecimentos sobre o atraso. Fui aconselhado a enviar um e-mail para "security@1win.xyz", a fim de lidar diretamente com a equipe de segurança e resolver quaisquer problemas pendentes.

Seguindo as instruções fornecidas pelo suporte, encaminhei um e-mail detalhando minha situação e os problemas que estava enfrentando. Recebi uma resposta em que a equipe solicitava a documentação necessária para verificação da minha conta e garantia da legitimidade dos ganhos. Embora eu tenha prontamente fornecido todos os documentos solicitados, fui informado de que o processo de verificação levaria até 14 dias úteis.

No entanto, conforme o período de 14 dias se aproxima do fim, estou cada vez mais frustrado com a falta de comunicação por parte do cassino 1win. Apesar de ter cumprido com todas as suas exigências, não recebi nenhuma atualização sobre o status da verificação ou o processamento do pagamento. Essa falta de resposta está gerando uma preocupação significativa e está afetando minha confiança na integridade do cassino.

Entendo que processos de verificação podem levar tempo, mas a falta de comunicação é inaceitável. Afinal, a transparência e a comunicação clara são fundamentais para manter a confiança dos jogadores em qualquer plataforma de jogos. Espero que o cassino 1win possa reconhecer a importância desse aspecto e agilizar o processo de comunicação, fornecendo atualizações regulares sobre o andamento da verificação e do pagamento.

Em resumo, minha experiência com o cassino 1win tem sido marcada por um atraso considerável no pagamento dos meus ganhos, bem como pela falta de comunicação adequada por parte do suporte. Espero sinceramente que essas questões possam ser resolvidas em breve, para que eu possa recuperar a confiança na plataforma e desfrutar plenamente dos serviços oferecidos.

Dear williamtsus,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Kristina, tomorrow is the 14-day deadline for verifying my account. I'll wait until tomorrow and come back here

Olá, Kristina, amanhã se encerra o prazo de 14 dias que deram para verificar minha conta. Eu vou esperar até amanhã e retorno aqui

I was actually wrong, the 14-day period ends tomorrow not today , I'll wait until tomorrow and come back here

Na realidade me equivoquei, o prazo de 14 dias se encerra amanhã não hoje , vou esperar até amanhã e retorno aqui

Dear williamtsus,

Have you received your withdrawal from the casino yet?

Hi Kristina, the deadline has passed and I still haven't gotten any responses, the deadline given by the casino for me to receive responses from my verification was theoretically supposed to be today. I haven't received the withdrawal yet either

Olá, Kristina, o prazo se encerrou e ainda não obtive respostas, o prazo máximo dado pelo cassino para eu receber respostas da minha verificação era para ser teoricamente hoje. Não recebi o levantamento ainda também

The first withdrawal requests were made on August 31

Also, the maximum 14 days allowed to verify my account have passed.

Os primeiros pedidos levantamentos foram feitos dia 31 de agosto

Além disso, já se passaram os 14 dias máximos que deram para realizar a verificação da minha conta

Thank you for your reply, williamtsus. Have you made any successful withdrawals before? Do I understand correctly that your account still hasn't been marked as verified?

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

Hi Kristina, yes I've made successful withdrawals before, and yes my account still hasn't been marked as verified. I don't remember accepting bonuses.

Olá Kristina, sim já fiz saques bem-sucedidos antes, e sim minha conta ainda não foi marcada como verificada. Eu não lembro de ter aceitado bônus.

Thank you very much, williamtsus, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi williamtsus,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 1win Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify if you have received all the documents required for the verification and at which stage it is now?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Good afternoon

The player's withdrawal was successfully approved on August 20, and the verification was completed.

Sincerely, 1win team.

Добрый день!

Вывод игрока успешно одобрен 20 августа, и верификация была завершена.

С уважением, команда 1win.

Thank you for the updates, 1win Casino.

Dear williamtsus, can you please check and confirm that your account is now verified and the withdrawal request is marked as processed? Thank you.

Hello Natalia, yes, the account was verified and I was able to withdraw the funds, thank you very much for your help!

Olá Natalia, sim, a conta foi verificada e eu pude retirar os fundos, muito obrigado pela ajuda!

Dear williamtsus,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru