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

In app my withdrawl is showing success from same day,,,i also complained and share my bank statement they provide me a application number and said wait from 1 to 7 days today they give me new application number ans asking me same to wait 1 to 7 days....i am very unhappy, ,withdrawl still not recieve

Dear itzashishh01,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear itzashishh01,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear itzashishh01,

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.

1win casino provide me UTR number they are saying payment is successful from our end. But I don't receive in my bank account still. Withdrawal created on 10th feb

I also shared bank statement and bank technical support screenshot to 1win support still no response. Bank technical support is saying no payment from this UTR.

Please help me

Dear itzashishh01,

Would it be possible to forward the communication with the casino and your bank related to this issue as well as the bank statement (as well as a screenshot of your withdrawal tab in the casino) as evidence that the money has not arrived yet?

Please forward it to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Yes I shared you bank statement and casino withdrawal tab screenshot and the revert from my bank technical support on nikolas.b@casino.guru

Helloooo

Helloooo

Thank you itzashishh01 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Now what to do? Anything pending from my end?

Why are you taking too long to respond

Dear divyanshujadon2508,

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 and to see if I can help somehow.

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

Dear 1win Casino,

Can you please provide more information on why the player's withdrawal is still not reflected in their bank account? Please double check the transaction with your payment provider and provide proof that the transaction was indeed processed successfully to the player's bank account to my email michal.k@casino.guru

Thank you in advance.

Good afternoon

Dear itzashishh01 , please tell us a little more about the problem with the withdrawal.

Please specify the date and time of withdrawal. We also ask you to indicate the application number.

We see that the application with the number PMNT-2379334 (withdrawal in the amount of 13,000) was successfully reviewed and the funds were returned to your game balance.

Best regards, 1win team.

Добрый день!

Уважаемый itzashishh01, просим вас немного подробнее рассказать проблеме с выводом.

Уточните, пожалуйста, дату и время вывода. Также просим вас указать номер заявки.

Мы видим, что заявка с номером PMNT-2379334 (вывод на сумму 13 000) успешно рассмотрена и средства были возвращены на ваш игровой баланс.

С уважением, команда 1win.

13000 at 4:54pm on 10 FEB 2025

This money I don't receive back in my game account neither in my bank account!

I appeal on chat support and on email support more then 20 times.

Still no solution.

I am attaching screenshot of my withdrawal history from 1win and highlighting the transaction which is not received in bank and also not returned to game account

Very upset. Will you provide me $50000 extra for harrasment and the delay you have done.

13000 at 4:54pm on 10 FEB 2025

This money I don't receive back in my game account neither in my bank account!

I appeal on chat support and on email support more then 20 times.

Still no solution.

Dear Michal,,,

Please ask 1win to check and revert.

Good afternoon

Dear itzashishh01 , we understand your situation. Please complete your request regarding this conclusion.

Please send it to the email address a screenshot of the bank's response to this withdrawal and a statement in PDF format from the moment of withdrawal of funds to today. We see that you have not previously sent this information to our email. We will analyze the situation in detail and will definitely help solve the problem.

Best regards, 1win team.

Добрый день!

Уважаемый itzashishh01, мы поняли вашу ситуацию. Просим вас дополнить ваш запрос по данному выводу.

Пришлите, пожалуйста, на электронный адрес support@1win.social скриншот ответа банка по данному выводу и выписку в формате PDF с момента вывода средств до сегодняшнего дня. Видим, что ранее вы не отправляли эту информацию на нашу почту. Мы подробно разберём ситуацию и обязательно поможем решить проблему.

С уважением, команда 1win.