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 itzashishh01,

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.

I shared you this information on email twice.

Dear Michal please share all information with 1win,,,I shared them twice,,,but they don't receive it.

Now I forward the mail mail which I send to casino guru.

I forward all details again to ( with updated banking 10 feb to 27 march)

<support@1win.social>

Dear 1win now check email while open your eyes

??

Dear itzashishh01,

I have forwarded the 1win team the document you have shared with us.

Dear 1win team,

I have sent you the documents the player has provided us via email for your review. I remain hopeful the withdrawal transaction can be traced and, if needed, reinitiated again.

My bank account is credit freeze now,,,due to the money I received from 1win.now money can not credit to my federal Bank account so please add the money back to game account.

Good afternoon

We have forwarded your request to our team. Ticket number: PMNT-2553805. Please wait.

Best regards, 1win team.

Добрый день!

Мы передали запрос специалистам. Номер заявки: PMNT-2553805. Пожалуйста, ожидайте.

С уважением, команда 1win.

Ok after completing your request please revert here

Hello, itzashishh01!

We need some information to solve your problem. We see that the specialists sent you a letter to your e-mail with a request for an up-to-date statement, which will show the dates we need, but the statement you provided is the same as before, which is not suitable for processing your request.

Please send us an updated statement from February 10th through March 31st inclusive. We will forward this information to the specialists and we will help to resolve your problem as soon as possible.

Regards, 1win team.

Dear 1 win now I again shared and before I also shared.

Dear Michal I also shared to nikolas.b@casinoguru.com please forward to 1win as maybe 1win is not receiveing my email

Regards ashish

Hello, itzashishh01!

Thank you for the information you have provided. We have received your email and sent updated information to the payment specialists.

We hope to get an answer on this situation as soon as possible and give you good news.

Thank you for your patience.

Regards, 1win team.

How much time do you need now??!

Hello!

We have requested information from specialists, but unfortunately we have not received a reply yet.

We are very sorry that you have to wait so long, but we can assure you that we are doing everything possible to resolve the problem.

We will do our best to get back to you with an answer as soon as possible.

Regards, 1win team.

How much time

Why are you unable to understand,,more then 2 months has passed still you don't have any answer

Dear itzashishh01,

I acknowledge your concerns with the amount of time that has passed, but sometimes the investigation of why the payment has not been fully processed can take time. The appropriate casino team is currently working on resolving this issue. I completely empathize with your frustration regarding this matter, but there is unfortunately very limited action that can be taken at this moment. I kindly ask for your continued patience, and I remain optimistic that the casino team will provide us with some positive updates soon.

Good afternoon

This withdrawal has been successfully processed and sent to the specified details. UTR - 504102686233.

If the bank has not received the withdrawal of funds, please send it to the email address screenshot of the bank's response and a statement from the moment of withdrawal of funds until today.

Best regards, 1win team.

Добрый день!

Этот вывод средств был успешно обработан и отправлен на указанные реквизиты. UTR - 504102686233.

Если банк не получил вывод средств, то пришлите, пожалуйста, на почту support@1win.social скриншот ответа банка и выписку с момента вывода средств до сегодняшнего дня.

С уважением, команда 1win.

Dear Michal we already forwarded the bank response screenshot to 1 win. And so many times I shared them updated bank statement.

Dear 1win 13000 never received in my bank account if you are sure that transaction is successful from your side please share successful payment screenshot.

Dear 1win win my bank support is saying the transaction is not received from this UTR please check with remmit bank. I and Michal both shared you the bank response screenshot you can check this on your email

Dear 1win,,,, now I again send you bank support response from the UTR you provided on email please read carefully what bank support saying about this and I also attached updated bank statement 10 feb to 18 April 2025

Dear Michal,,,I also send same email to you please forward to 1win because they don't receive my email sometimes.

Regards

Ashish

Casino guru are you there??? Please ask 1win what is status,,zehy it's taking too much long

Dear 1win team,

Can you please explain why the evidence the player has already provided you is not sufficient for you to locate the payment and recall it?

All the evidence suggests that the funds have simply not reached the player's bank. On the contrary, it appears they got "stuck" somewhere between the financial institutions.

You, as the sender, should be able to recall the transaction.

I'm looking forward to your prompt response.

Good afternoon

We have received a new request. We have transferred it to expedited processing. Please wait.

Best regards, 1win team.

Добрый день!

Мы получили новый запрос. Передали его на ускорение. Пожалуйста, ожидайте.

С уважением, команда 1win.

How much time you need more

Dear Michal,, please ask 1win to resolve this issue it's almost 3 months paased

Good afternoon

We are doing our best to review your request as soon as possible. Please wait. We have forwarded your request.

Best regards, 1win team.

Добрый день!

Мы делаем все возможное, чтобы рассмотреть ваш запрос в самое ближайшее время. Пожалуйста, ожидайте. Мы передали ваш запрос.

С уважением, команда 1win.

How much days time you need more

Dear 1win team,

I acknowledge that tracking and retrieving the transaction may occasionally require considerable time; however, this matter has persisted for an extended period without notable progress, leading to concerns of deliberate postponement. I respectfully urge you to address this issue at your earliest opportunity, as it seems to be entirely on the side of your payment provider. As previously stated, it appears that the funds have become 'stuck' at some point between the financial institutions. Only you, as the sender, and your payment provider, as the processor, possess the capability to retrieve the transaction.

I remain hopeful that this issue will be successfully resolved.

Hello!

We are very sorry that you have to wait so long for a response, but unfortunately, the specialists still have not given us information on this issue. We thank you for waiting and understanding. 

We hope to get back to you with good news as soon as possible. 

Regards, 1win team.

Why still you don't have any solution just provide me successful payment screenshot and the Bank statement of the account from which amount debited

If your specialist are unable to do anything then why will I suffer,,,, please reinitiate this transaction or add the balance back to game account

Good afternoon

Your application requires additional information. Please contact us regarding this matter by email. .

Best regards, 1win team.

Добрый день!

По вашей заявке потребовалась дополнительная информация. Обратитесь, пожалуйста, по данному вопросу на электронный адрес support@1win.social.

С уважением, команда 1win.

Dear casino guru,,please ask 1win what they want now... Also ask them I will not provide now any bank statement or any bank response again,,,I give them more then 10 times

Dear 1win team,

I'm struggling to understand your latest post. What else do you still require from the player? From the previous communication, it appeared that the funds should have been credited back to the player's casino account. Why was this still not done? The player has shared their bank statement multiple times, showing the 13,000 INR with the UTR 504102686233 were NEVER credited to their bank account. What else do you still need to finally resolve this case?

I respectfully ask for your quick and clear response, as there has been little progress in the past 3 months.

This is not the level of effective issue management we anticipate from a reputable establishment.

Hello, itzashishh01!

Specialists need additional information for the final review of your application. 

We have sent you an email to your mailbox requesting this information. Please check your e-mail address and send it to us as soon as you have a chance. 

We would really like to resolve your issue as soon as possible. 

Hello Michal!

The experts believe that the funds may have already been credited, however, much later than we expected. 

Unfortunately, we again need a statement with the current dates (from the withdrawal date 10.02 to 20.05) in order to make sure that the funds have not been credited, as the transaction has a successful status on our side. We do not want to delay this issue, so we are doing everything we can to solve this problem. 

We apologize for such a long wait 🙏

Regards, 1win team. 

Dear 1win i send you the Bank once again,,,, don't ask it again. And now immediately add my balance back.

Dear Michal I also send it you and 1win together

Thank you for your clarification, 1win team.

Dear itzashishh01,

Please forward me your recent email to the casino team with your latest bank statement for the requested dates to my email, michal.k@casino.guru as I have not yet received it. I just want to be sure the casino team has received it.

I forward the mail to michal.k@casino.guru

Dear itzashishh01,

Thank you for your email. I have received it successfully.

Dear 1win team,

I have not found the transaction for 13,000 INR associated with the UTR 504102686233. In fact, I have not identified any transaction for 13,000 INR in the player's bank statement. I will await your verification.

Hello!

Thank you for the information you have provided. 

We have passed everything to the specialists and are waiting for a response on this situation. Please do not worry, your request is under our control and we check daily if any information on this issue has been received. As soon as something becomes clear, we will definitely get back to you with an answer. 

Regards, 1win team.

How much more time you need dear 1win

Dear Michal,,,ask 1win how much time they need to give my money back to me

Dear itzashishh01,

I completely understand your wish to see this issue resolved; I share that desire as well, but from my point of view, the main obstacle is that the transaction is on the casino's side as successful, so the funds have been disbursed from them and it looks like they got stucked somewhere between financial institutions. The casino's finance team must sort this with their payment provider, and unfortunately, this very often can take a lot of time. I can't explain why, as we have absolutely no authority to step between the relationships or cooperation between financial institutions, I can only say that from my experience with similar cases, it took a lot of time. Unfortunately, there is not much else we can do but wait for the casino's finance team to provide an update.

I trust that we can reach a positive outcome in the end.

Dear 1win team,

We are looking forward to your timely response. I trust this case is prioritised by your specialists and they communicate closely with your payment provider in retrieving the transaction.

Good afternoon

Your withdrawal was rejected by the payment system and the funds were returned to your game balance. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Ваш вывод был отклонен платежной системой и денежные средства вернулись на Ваш игровой баланс. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

Yes I received it,,,but it was your mistake you hold my money more then 100 days,,,what about the duration the problems I need to face provide extra 50000 as penalty,,,for holding money more then 100 days,,,

Dear 1win team,

Thank you for finally releasing the funds to the player. I understand that this situation was unintentional and that occasional challenges can happen in any system. The player is understandably disappointed with the long time it took, so I was wondering if there might be any possibility of offering them some sort of compensation or a goodwill gesture?

I believe your support would mean a lot, and I’m sure it would go a long way in restoring their trust in your platform.

Hello!

We appreciate your feedback and understand your concerns regarding the withdrawal process. However, our reward program does not include bonuses for situations related to processing delays. All transactions undergo mandatory security checks aimed at protecting your account and funds.

We apologize for any inconvenience caused and thank you for trusting us. We wish you good luck in future games!

Best regards,  

1win team 💙

Upi system also provide ruppess 100 per day after late from 5 days,,,can i send you article.

Hello, itzashishh01 !

We understand your outrage, but unfortunately, it's not all up to us when it comes to payments.

Since each payment is subject to mandatory verification and processing by the payment system, in some cases, the resolution of the issue may be delayed. We, for our part, are doing everything possible to ensure the fastest possible payment of funds.

Thank you for your understanding.

Greetings, 1win team.

Hello, itzashishh01!

Comprendemos su indignación, pero, por desgracia, no todo depende sólo de nosotros cuando se trata de pagos. 

Dado que cada pago está sujeto a una verificación y procesamiento obligatorios por parte del sistema de pago, en algunos casos, la resolución del asunto puede retrasarse. Nosotros, por nuestra parte, hacemos todo lo que depende de nosotros para el abono más rápido de los fondos. 

Gracias por su comprensión. 

Saludos, equipo de 1win. 

Thank you for your response, 1win team.

Dear itzashishh01,

I understand that the response from the 1win team in regard to possible compensation for the occurred situation falls short of your expectations. We would also appreciate a more customer-centric resolution; however, 1win isn’t contractually obligated to offer additional compensation in this case.

With all this being said, the main issue, which was the "missing" 13000 INR, has been successfully resolved, and the funds are now with you.

Please let me know if I can assist you with anything else, or with your permission, I’ll proceed to close this case as addressed/resolved.

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.

Yes dear sir,,thanks for resolving my problem,,but bank also provide a rs 100 daily on a failed transaction but money not received back. And money lost somewhere in system. Atleast 100rs daily panelty for 100 days is 10000ruppes please ask 1win to add this balance to my game account.

Hope you will understand

Thanks in advance

Dear itzashishh01,

I understand your point, but as I have stated before, 1win is not contractually required to provide any compensation in this situation. Unfortunately, there is nothing we can do from our end.

Please inform me if there is anything else I can help you with, or if you agree, I will move forward to close this case as addressed/resolved.

Nothing ok thanks

Dear itzashishh01,

Thank you for your confirmation. As I mentioned, I can agree with you that the casino support team could have handled the whole situation in a more user-friendly manner; however, I am glad that our involvement played a role in resolving the situation, and you have received the "missing" funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru