1win Casino - A desistência do jogador está atrasada.

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Dear MohammadTajmul0941,

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,

Kristina

Thank you very much for your reply, MohammadTajmul0941. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

"Hello Kristina, I have successfully sent the comprehensive email to kristina.s@casino.guru containing my password-protected SBI bank statement, official responses from my bank branch manager and technical support, 1win withdrawal history screenshots, and the 5 new ticket numbers (SPP-287267 to SPP-287312) generated by the casino. Please check your inbox and review the attached evidence. Thank you."

Dear MohammadTajmul0941,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear MohammadTajmul0941,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 1win Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 1win Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello!

Thank you for the information provided. We have created a new transaction request and forwarded it for additional review together with our payment partners. At the moment, the transaction is still being processed as we work on the correct and full completion of the payout. If you need updates regarding the payout status, please contact our support chat directly. We will inform you as soon as there is new information regarding the transaction.

The delay occurred on the payment provider’s side. There are no intentional restrictions from our side, and we continue working to ensure the player’s transactions are credited correctly.

Hello everyone,

thank you, 1win Casino, for the update and for explaining the current situation. I appreciate that you have already escalated the matter and are working with the payment provider to complete the transaction.

Dear MohammadTajmul0941,

for the moment, I would recommend waiting a little longer while the additional review is being completed. Please let me know as soon as there is any change, especially if the withdrawal is credited to your account or if you receive any new information from the casino.

I will keep the complaint open and wait for further updates from both sides.

Hello!

Some of your withdrawal requests are still under review — we have already escalated the information regarding your bank to the relevant team for clarification.

As for the other request, additional verification is required. We have sent the details regarding the requested video from your personal account to the email associated with your profile. This information is necessary to initiate a new review case confirming that the funds were not received. The provided proof will still be needed for the further investigation process.

Hello everyone,

thank you, 1win Casino, for the update.

Dear MohammadTajmul0941,

the casino has confirmed that one of your withdrawal requests is still under review with the relevant team, while for another request they require additional verification and have sent you instructions by email regarding the requested video.

Could you please check your email, follow the requested verification steps if you have not already done so, and let us know once the requested information has been submitted? Also, please keep us informed of any changes regarding your pending withdrawals.

I will wait for your update.

Dear MohammadTajmul0941,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru