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

Dear Vivek_kumar,

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

Why verification taking so much time as i already send all required documents so please tell them to verify my account and enable my withdrawals i need money urgently

Please reply fast

My account id - 7******8

My 1win account was under verification for many days now suddenly my account was blocked or my withdrawal was not even given I have more than 10k money in my account I want my withdrawal

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

• Could you please advise which games you focused on while your account was active?
• Have you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much.

Could you please advise if you have violated any of the specified points?

No i did not violet i have only one account you can check my ip address and everything and i also don't want to unblock my account i just want my refund i am asking for what is mine

Casino guru Please reply fast

Thank you very much, Vivek_kumar, for your cooperation. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

I will now transfer your complaint to my colleague Branislav (branislav.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.  

Please branislav.b@casino.guru solve my problem i just want my money which i deposit

Hello, Vivek_kumar,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, please post here a screenshot of the email you received from the casino, with all the necessary information visible in the screenshot, such as the sender's email, your email, complete email body (it may be divided to more than 1 screenshot), casino's signature. The text you copied and pasted above looks incomplete, and it seems like some information is missing there.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have disputed winnings been confiscated?

What steps should the player take to unblock the account and/or withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

First time when I applied for withdrawal, my withdrawal did not come, then I talked to 1win agent, they ask me to send my documents for kyc the game was open for 10 days, it was showing withdrawal is in processing, then after that, my account was blocked. please casino guru if they keep my account blocked then I don't have any problem, I just need the money I have deposited.

Thank you Vivek_kumar. So, let's wait for the casino's response and explanation.

Please speed up the process

What happened sir

If I asked the casino for details and explanation, and we are waiting for their response, how can I speed it up, please?

The casino has 2x7 days for response. As I mentioned, let's wait for the casino's response.

Thank you for your patience and understanding.

Ok

sir please speed up the process i need urgent money there is some problem

Alright, Vivek_kumar. From now on, I will wait faster.

Sir please mail them to reply