1win Casino - O jogador ainda não recebeu os seus prémios.

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Dear manojdhamat2025,

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

Dear manojdhamat2025,

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.

No madam Still neither the money is received in my bank nor the casino/website responded/help

Dear manojdhamat2025, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Have you made any successful withdrawals before?

Ans - YES before this transaction and after this transaction too

Could you please confirm that you have passed the KYC verification?

Ans- the didn't ask for that as this is not kyc issue case its my withdrawal missing issue

Did you accumulate your winnings with or without an active bonus?

Ans - their is no bonus in this money

Did you play casino games or bet on sports?

Ans- I only play sports bet

its more than 18 days today madam

I have emailed you the chat screenshots to you madam

Dear manojdhamat2025,

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, Jana, (jana.k@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,

Karla Mayfly

Dear manojdhamat2025,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello!

Unfortunately, the withdrawal is still awaiting processing on the payment provider’s side. The delay occurred on the side of our partners, and there are currently no restrictions from our side.

We are doing everything possible to ensure the funds are credited correctly and will update you as soon as the transaction status changes.

Sir it's 19 days today

If you payment partner is not able to send the amount

Then please refund back my amount to my 1win account so I can play with that

& Why you have put transaction successful on the transaction history ?

as you know transaction is not credited to my account

Isn't too much time I have given to you

19 days sir and you are not helping too

Dear @CasinoGuru Team

Still money is not credited to my bank account

Nor refunded to my 1win account

Please do the needful

If they are not able to send the money then please refund back to my 1win wallet

Dear @CasinoGuru Team

Still money is not credited to my bank account....Please do the needful

Hello!

Your withdrawal is still being processed by the payment system. We have already forwarded it for accelerated processing and are expecting the funds to be credited in the nearest time.

We apologize for the waiting time and appreciate your patience.

Sir how much time you need?

Why you are not refunding back if you are not able to withdraw

And put in-process tag on that transaction instead of successful

So I can see that transaction status is on process

Sir Still my amount is not received....

can you put remark on that transaction as.....in progress..

or refund back to my 1win account if not able to success it @1win Team

Dear manojdhamat2025,

I sincerely appreciate your patience as we await the arrival of your funds into your account. Please feel free to share any updates or developments with us. Thank you for your continued support and cooperation.

Dear @Casinoguru Team

Please ask to casino to do some progress in this

amount is not credited till now its 1 month+ now....

1win had a option to refund back my amount to my 1win account so I can Play with that...

why they have put transaction successful remark on that transaction?

Hello!

We apologize for the situation and the delay in processing your withdrawal. Unfortunately, we are still working to resolve your case. We appreciate your patience and understanding. We will contact you as soon as we have an update. If you need more information, please let us know.

why you are not refunding or changing transaction status

why its showing successful? why its status not in progress?

plz took it seriously its my hard earned money...

@casinoguru team plz look into this and ask 1win team to refund my amount

Hello!

The withdrawal was canceled and the amount has been returned to your gaming balance. If you have any further questions or need assistance, please let us know. Thank you for your understanding.

Thank you team @1win & @Casinoguru

Amount is refunded back to my 1win account I have put another fresh withdrwal request hope it will go through

I will close the complaint after I will received the amount in my bank....Thank you one more time

Dear manojdhamat2025,

We would greatly appreciate it if you could keep us informed once you have received your funds from the casino. Thank you for your continued support and assistance.

Thank you team @1win & @Casinoguru

withdrawal was successful & Amount is credited to my bank as well

you can close the complaint now

Dear manojdhamat2025,

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,

Jana

Casino.Guru