1win Casino - O jogador afirma que o seu pagamento foi atrasado.

On August 10th, due to problems with the 1win website, I was unable to withdraw more than 15,000 pesos via AirTM. I requested 10 withdrawals of 15,000 pesos each, and they are still being processed. I filed a complaint and have not received a response.

Yesterday, August 16, I made another withdrawal to a bank account for 180,000 pesos, which is also in process.

My username has been verified for a long time.

El 10 de agosto, por problemas en la pagina de 1win no dejaba retirar mas de 15.000 pesos por airtm, solicite 10 retiros de 15.000 pesos cada uno y estos aun se encuentran en proceso. Hice un reclamo y no he tenido respuesta.

Ayer 16/08 realice otro retiro a cuenta bancaria por 180.000 pesos que tambien esta en estado en proceso.

mi usuario esta verificado hace mucho tiempo.

Dear player,

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

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

It's been 13 days since I requested the withdrawal and no solution.

I made the complaint through the casino's official chat on August 14th. They told me it would be resolved within 7 days. Nine days have passed since that complaint, and they continue to say they will resolve it, now without giving an estimated time.

I feel cheated, they don't offer solutions, you can't talk to anyone and the answer is always be patient.

Van 13 días desde que solicite el retiro y ninguna solución.

El reclamo por el chat oficial del casino lo hice el 14 de agosto, en 7 días me dijeron que se resolvería, han pasado 9 días desde ese reclamo y siguen diciendo que lo van a solucionar, ahora sin dar tiempo estimado.

Me siento estafada, no dan soluciones, no puedes hablar con nadie y la respuesta siempre es ten paciencia.

It's been 14 days since I requested the withdrawal and 10 days since I contacted 1win to resolve my issue. They said they would resolve my issue within 7 days, and to date, they've just told me to keep waiting.

I have 10 transactions of $15,000 pesos each that still say "in process."

Who's answering? How much longer should I wait?

Han pasado 14 días desde que solicite el retiro y 10 días desde que me cominique con 1win para que solucionaran mi problema. Dijeron que en 7 días solucionarian mi caso y a la fecha solo me dicen que siga esperando.

Tengo 10 transacciones de $15000 pesos cada una que aun dicen "en proceso".

Quien responde? Cuanto tiempo más debo esperar?

Dear player,

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.

I haven't received the money, the casino doesn't give me a solution, they just tell me to wait.

No he recibido el dinero, el casino no me da solución, solo me dicen que espere.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to check if any additional verification or documents are required on your part?

Could you please clarify what happened with your withdrawal requested on August 16th? Is that withdrawal also still pending?

Do you still have all the previous withdrawals showing as pending? Please send us a screenshot of the current withdrawal statuses.

You mentioned there were problems with the 1win website earlier — did the casino explain what those issues were? Have they given you any official statement or response about the delays?

Also, kindly share any communication you had with the casino regarding these withdrawals. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I received the withdrawal from 08/16 correctly.

I still haven't received my withdrawals from 08/10. I contacted the casino on 08/14, and they gave me the following ticket number: PMNT-3447***, which they said would be resolved in 7 days. It hasn't been resolved, and they just tell me that they're still checking and that I should be patient.

No solution and no explanation of what the problem is.

My account is successfully verified.

El retiro del 16/08 lo recibí correctamente.

Los retiros del día 10/08 aun no los recibo, me comunique con el casino el 14/08, me dieron el siguiente numero de ticket PMNT-3447*** que dijeron que se resolvería en 7 días, no se ha resuelto y solo me dicen que siguen revisando y que tenga paciencia.

Ninguna solución y ninguna explicación de cual es el problema.

Mi cuenta está correctamente verificada.

I still have no response by any means.

Sigo sin tener respuesta por ningun medio.

Can you help me? I have no solution by any means and it's been 20 days since I requested the withdrawal.

Me pueden brindar ayuda, no tengo solución por ningun medio y la pasaron 20 días desde que solicite el retiro.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@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.

Hello Evelyn1495,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Hello.

The application is being processed by specialists, please wait for a response.

Best regards, 1win team.

Здравствуйте.

Заявка в работе у специалистов, прошу ожидать ответа.

С уважением, команда 1win.

I requested the withdrawal 22 days ago, filed a claim 18 days ago, and the only response is to keep waiting indefinitely. No solution.

Solicite el retiro hace 22 días, hice el reclamo hace 18 días y la unica respuesta es que siga esperando indefinidamente. Ninguna solución.

Days keep passing and the only answer is to wait. I don't know what the problem is, they don't tell me about any progress, just to wait.

It's been 24 days since I requested the withdrawal and 20 days since I filed a claim, and still no solution. No one has contacted me because the casino apparently has no intention of providing a solution.

Siguen pasando los días y la unica respuesta es que espere, no se cual es el problema, no me comentan avances, solo que espere.

Han pasado 24 días desde que solicite el retiro y 20 días desde que hice el reclamo, aun ninguna solución. Nadie se contacta conmigo por que al parecer el casino no tiene intencion de dar solución.

Dear 1win Casino,

Could you please provide us with an update regarding this case?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello.

Our specialists need more time to resolve your request.

We will be happy to help you resolve the issue once we fully understand the situation.

Sincerely, the 1win team.

It's been 28 days (4 weeks) since I requested the withdrawals. 24 days since I made the claim.

How much longer do they need to "understand the situation"?

There must be a deadline; it is not normal for them to take so long to provide a solution.

I'm not asking for a favor, I'm asking for my money. The "answers" you give and the length of time you make a customer wait are disrespectful.

I think it's a scam, they're just waiting for me to get bored so they can't provide a solution and keep the money.

Han pasado 28 días (4 semanas ) desde que solicite los retiros. 24 días desde que hice el reclamo.

Cuanto tiempo más necesitan para "entender la situación"?

Debe existir un plazo, no es normal que se demoren tanto en dar una solución.

No les estoy pidiendo un favor, estoy pidiendo mi dinero. Es una falta de respeto las "respuestas" que dan y el tiempo que hacen esperar a un cliente.

Me parece que lo hacen es una estafa, solo están esperando que me aburra para no dar solución y quedarse con el dinero.

I contacted airtm and they asked me for the following information (1win must share it):

If you're adding funds, please provide the hash or transfer ID generated by the external application when sending the funds, and a screenshot showing the Airtm details you selected to receive the funds.

Me contacte con airtm y me piden la siguiente información (1win debe compartirla):

En caso de agregar fondos, indique el hash, o ID de la transferencia generado por la aplicación externa al enviar los fondos; y captura de pantalla donde se visualicen los datos que ha seleccionado de Airtm para recibir los fondos.

Dear 1win Casino,

I understand that the application is currently being processed by a specialist. However, could you kindly provide us with some clarification regarding the reason for the delay? We fully respect that the casino may require time for an internal investigation, but so far, no explanation has been provided. The player has stated that their account is verified, and considering that four weeks have already passed since the initial request, we would greatly appreciate an update on the situation.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello.

Specialists need more time to resolve your request.

Your request is under increased control.

Sincerely, the 1win team.

Dear 1win Casino,

Kindly let us know as soon as you have any updates.

Thank you for your cooperation.

Best regards,

Attila G.

A month ago I requested withdrawals, and 29 days ago I filed a complaint through the customer service channel, and the only response is to keep waiting. They don't even explain what the problem is, they don't give a timeframe. This is disrespectful and a complete scam.

Hace un mes solicite los retiros de dinero y hace 29 días hice el reclamo por el canal de atención y la unica respuesta es seguir esperando, nisiquiera dicen cual es el problema, no entregan un plazo, una falta de respeto y una completa estafa.

Can someone give me an answer?

I contacted 1win directly and they just told me to wait, they didn't tell me what the problem was.

I have not received any solution through this means either.

I contacted the supplier myself, asked for the information the supplier is asking for, and they won't give it to me!

Who can give me an answer? It's been more than 30 days. I requested the withdrawals on August 10th, filed the claim on August 14th, and they still haven't even told me what the problem is.

How long do I have to accept this lack of respect and communication? Do I feel cheated?

I assume 1win stole from me?

Please Casino Guru, is there any other means of communication with the casino, because through their published channels they don't give me a solution or answer?

What's more, they cut off conversations whenever they want without giving me any information.

No one from 1win has tried to contact me, which clearly indicates that they have no intention of solving anything and just want to steal my money.

Alguien puede entregarme una respuesta?

Consulto directamente con 1win y solo dicen que espere, no me indican cual es el problema.

Por este medio tampoco he recibido ninguna solución.

Me contacte yo misma con el proveedor, les pedi la información que me pide el proveedor y no me la entregan!

Quien me da una respuesta? Han pasado mas de 30 días, los retiros los pedi el 10 de agosto, hice el reclamo el 14 de agosto y aun no me dicen nisiquiera cual es el problema.

Hasta cuando tengo que aceptar la falta de respeto y de comunicación? Me doy por estafada?

Asumo que 1win me robo?

Favor Casino Guru existirá algun otro medio de comunicación con el casino, por que por sus canales publicados no me dan solución ni respuesta!

Es más, cortan las conversaciones cuando ellos quieren sin proporcionarme ninguna información.

Nadie de 1win a intentado contactarme, lo que indica claramente que ellos no tienen intencion de solucionar nada y solo quieren robarse mi dinero.

Hello.

Our specialists are still clarifying the information regarding your question.

We will be happy to help you solve the problem as soon as we fully understand the situation.

Sincerely, the 1win team.

I'm still waiting for a response and a solution.

Sigo esperando respuesta y solución.

Hello.

Specialists need more time to resolve your request.

Your request is under increased control.

Sincerely, the 1win team.

Dear 1win Casino,

We believe sufficient time has now passed for your department to review this issue, and we kindly ask you to provide an explanation for the delays in processing the player’s withdrawals.

Our goal is to prevent any unnecessary prolongation of this case. Please note that if no explanation is provided before the timer expires, we will have no choice but to close this complaint as unresolved.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello!

Funds for request PMNT-3447*** have been returned to your game balance.

Your other request is being processed.

Sincerely, the 1win team.

The problem has not been resolved. The claim was made for 10 withdrawals requested on August 10th. To date, only one has been cancelled. The other 9 have yet to be cancelled or credited to my account. I have been waiting for over 50 days. 1win has not contacted me, and they still owe me $135,000 Chilean pesos.

El problema no ha sido resuelto, el reclamo se relizo por 10 retiros solicitados el 10 de agosto, a la fecha solo han cancelado uno, los otros 9 siguen sin ser cancelados o abonados a mi cuenta, llevo mas de 50 días esperando, 1win no se a contactado conmigo y aun me deben $135.000 pesos chilenos.

Dear 1win Casino,

We kindly ask you to proceed with the remaining withdrawals.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello!

Specialists need more time to resolve your request.

Your request is under increased control.

Sincerely, the 1win team.

Dear 1win Casino,

We believe sufficient time has now passed for your department to review this issue, and we kindly ask you to provide an explanation for the delays in processing the player’s withdrawals.

Our goal is to prevent any unnecessary prolongation of this case. Please note that if no explanation is provided before the timer expires, we will have no choice but to close this complaint as unresolved.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello!

We've verified the information regarding your request.

One withdrawal was successfully processed using your details, and the remaining nine were returned to your game balance.

You can withdraw them again if you wish.

Sincerely, the 1win team.

Dear Evelyn1495,

Could you please confirm whether you have received your withdrawal?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Yes, I finally received it.

Thank you.

Si, lo he recibido al fin.

Gracias.

Dear Evelyn1495,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru