1win Casino - Hráč se snaží vybrat své výhry.

Hi I can't understand why they don't accept the withdrawals I made I have 34 withdrawals at € 450 each but after 5/6 they were not accepted and I am there in the control phase someone can help me what I should do I also sent a email to them with all my documents and everything but still have not had answers thanks to those who can help me

Salve non riesco a capire perché non accettano i prelievi da me effettuati ho 34 prelievi a 450€ euro l’uno ma dopo ancora 5/6 non sono stati accettati e sono lì in fase di controllo qualcuno può aiutarmi cosa dovrei fare ho mandato anche un email a loro con tutti i miei documenti e tutto ma ancora non ho avuto risposte grazue a chi mi sa aiutare

Dear salvodrago94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have not yet received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Kristina

Hello yes I practically did not play with the bonus money but with my money and I have 48 thousand euros now I have made a withdrawal of 10 thousand euros to see if they accepted them and 7 days they do not accept withdrawals, cash them in chat and they always tell me the same things I also sent an email as they say with all my documentation and still nothing no answer yes in the past I have withdrawn 1300 euros and I am already on the account but now I do not understand this thing thank you very much if you can help me because I really need the money 😞 best regards .

Ciao si praticamente non ho giocato con i soldi bonus ma con miei soldi e ho 48.mila euro adesso ho fatto un prelievo di 10mila euro per vedere se li acetavano e a 7 giorni non accettano prelievi li contanto in chat e mi dicono sempre le stesse cose ho mandato anche un email come dicono loro con tutta la mia documentazione e ancora niente nessuna risposta si in passato ho prelevati 1300euro e già sono sul conto ma adesso non capisco questa cosa grazie mille se mi può aiutare perché ho davvero bisogno dei soldi 😞 cordiali saluti.

Thank you for your reply, salvodrago94. Could you please advise when exactly you requested your last withdrawal? Approximately how many days did it take to be processed?

Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hi yes, those accepted were 15 June and arrived on 17 on the bank account so it took 3/4 days to be processed now on 22 June is still waiting for a withdrawal I only made 10 thousand withdrawals and still nothing no answer I hope not I lose them because I need this money so much thanks greetings Salvo drago. I hope that you help a lot

Salve si quelli accettati sono stati 15giugno e arrivati il 17 sul conto banca quindi ci sono voluti 3/4 giorni per essere stato elaborato adesso il 22giugno è ancora sono in attesa di prelievo ho fatto solamente 10mila di prelievo e ancora niente nessuna risposta spero che non li perdo perché ho tanto bisogno di questi soldi grazie saluti Salvo drago. Spero che ki aiutate tanto

Could you please advise what is the status of these withdrawals? Are they marked as pending or processed in your account?

Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Thank you in advance.

Done I wrote the email and sent all the screens

Fatto le ho scritto l’email e mandato tutti gli screen

I still haven't received any answers from you regarding the whole thing what can I do? Thank you. I emailed and they are not responding for three days? Kristina.

Non ho ancora ricevuto risposte da parte di lei per quanto riguarda il tutto cosa posso fare? Grazie ho mandato email e tre giorni non rispondono? Kristina.

Thank you very much salvodrago94 for your cooperation. I will now transfer your complaint to my colleague Štefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear salvodrago94,

I am sorry to hear that your withdrawals have 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 a 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino, could you please state why the player's withdrawals have not yet been paid out and when can he expect the payments?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks I hope we solve

Grazie spero che risolviamo

I didn't get any answers can you kindly know please thanks?

Non ho avuto risposte si può sapere gentilmente per favore grazie?

Dear salvodrago94,

I understand this must be frustrating for you. Let's wait for the casino's response as they have 7+7 days to respond. Thank you for your patience.

Kind regards,

Stefan

Hello!

Please verify your identity - this is a standard procedure. After successful verification you will surely receive the official reply on your mail and you will be able to withdraw funds again without any problems. Until then withdrawal from the account is limited in accordance with paragraph 11.3 of the Terms of Use of the site, section "General Terms and Conditions".

Please wait for an answer from our company's mail address. 

Sincerely, 1win team.

Dear salvodrago94,

Could you please confirm that you understand you have to verify your identity before withdrawing funds? Thank you in advance.

Kind regards,

Stefan

Hi I sent the email as they told me with all my documents and now exactly 25 days that I do not receive any email? I do not know what to do, you tell me thanks best regards

Salve ho mandato l’email come mi avevano detto loro con tutti i miei documenti e ora a 25 giorni esatti che non ricevo nessuna email? Non so cosa fare ditemi voi grazie cordiali saluti

And I confirm that I understand to send documents for validation and all but still no answer from June 27th, tell me what to do?

E confermo di aver compreso di inviare documenti per la convalida e tutto ma ancora nessuna risposta dal 27 di giugno ditemi voi cosa fare?

Unfortunately, I need money, I have a family 😞 and this money is convenient for me to pay for some things

A me puttroppo servono i soldi ho una famiglia 😞 e questi soldi mi fanno comodo per pagare alcune cose

Hope to solve thanks

Spero di risolvere grazie

Dear salvodrago94,

Thank you very much for your information.

Dear 1win Casino, could you please inform us when will be the player's documents verified? When can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Also because at 27 days now maybe even more than I am waiting for and no withdrawal has been accepted and I do not even reply to the email thank you

Anche perché a 27 giorni adesso forse anche di più che aspetto e nessun prelievo è stato accettato e non rispondo nemmeno all’email grazie

Hi how come no one answers yet?

Salve come mai nessuno risposta ancora?

I would like to know if I take this money or will I be able to proceed with other maneuvers Can I have an answer thanks a lot?

Vorrei sapere se li prendo questi soldi oppure potrò procedere ad altre manovre una risposta la posso avere grazie mille ?

Dear salvodrago94,

Please be aware that the casino has 7+7 days to respond. Any news about the verification of your account? Have you received any emails from the casino? Thank you for the information in advance.

Kind regards,

Stefan

We would like to draw your attention to the fact that the deadline for document verification has not yet been broken and the verification is not yet complete. In the near future, specialists will surely provide an answer to your e-mail about the results of verification. Thank you for your patience and wait. 

With respect, the team 1win.

But how long will it take 22 days have already passed? Once the documents are accepted, I will be able to withdraw my money easily thanks. You should understand me because I have a family and they would serve me

Ma quanto ci vorrà già sono passati 22 giorni ? Un svolta accettati i documenti potrò prelevare i miei soldi tranquillamente grazie. Dovreste capirmi perché ho una famiglia e mi servirebbero

I haven't received the validation email yet for the documents after 22 days stefan

Non ho ricevuto l’email di convalida ancora dei documenti dopo 22 giorni stefan

Dear 1win Casino,

When can the player expect to have his account verified and receive the payment?

Thank you in advance.

Kind regards,

Stefan

A month yesterday and I still haven't received anything

Un mese ieri e ancora non ho ricevuto nulla

They keep canceling withdrawals for what reason?

Continuano ad annulare i prelievi per quale motivo ?

Hello!

Verification of your account has been successfully completed, your account is working properly and you can use the full functionality of the site.

Thank you for using our website and we wish you many successful bets! 

Sincerely, 1win team.

Dear salvodrago94,

Has your payment been processed yet? If not, you should be able to request a withdrawal.

Thank you very much for your patience.

Kind regards,

Stefan

Unfortunately, they do not accept the withdrawals I am constantly walking them and do not accept them yet

Puttroppo non accettano i prelievi me li ambulano di continuo e non accettano ancora

Hello!

Specialists have checked the history of withdrawal from your account, and the status of the last procedure on 1.08 and 2.08 - "Successfully". Money was credited to the specified by you requisites.

Best regards, 1win team.

Dear salvodrago94,

Please, let me know once you receive the payment.

Thank you very much in advance.

Kind regards,

Stefan

Unfortunately there are so many withdrawals that I should make 7 10 a day but they accept 4/1 of them every now and then they don't accept them immediately why?

Puttroppo sono tanti i prelievi che dovrei ne faccio 7 10 al giorno ma me ne accettano 4/1 ogni tanto non li accettano subito come mai?

and the others reject them why I don't understand?

e gli altri ne li rifiutano come mai non capisco?

Hello!

Withdrawals can be canceled by the bank, no problems from our side. We connect as many payment systems as possible, so users do not have problems with withdrawal.

If withdrawal is rejected, the money will be returned to your account and you will be able to withdraw it again. We do not limit users in any way. Your account is running smoothly and there are no limitations on your account from our site. 

Best regards, 1win team.

Dear salvodrago94,

It can take some time to withdraw your funds. Thank you very much for your patience.

Dear 1win Casino,

Why is it not possible to withdraw all the funds at once? Thank you for the information in advance.

Kind regards,

Stefan

Hello Stefan!

As previously reported, withdrawals can be rejected directly by the payment system, through which the player is trying to withdraw funds. From our side at the moment there are no restrictions on withdrawals from this account. The player has successfully passed the verification and the possibility of withdrawal for it is available without restrictions. There are successful withdrawals for 1.08, 2.08 and 3.08. The player successfully withdraws funds every day. 

The fact that some of the withdrawals are rejected by the payment system, unfortunately, we can not affect. On our part there are no restrictions. 

Best regards, 1win team.

Dear 1win casino,

Thank you for providing us with the information on this matter.

Dear salvodrago94,

The Casino is cooperating, and you can withdraw your funds continuously as you have so far. Thank you very much for your patience. Please, let me know once you receive all the payments.

Kind regards,

Stefan

Hi on, however, I practically make 20 withdrawals and I only accept 4 why?

Salve su però praticamente faccio 20prelievi e mene accettano solamente 4 come mai?

Dear salvodrago94,

The casino has provided us with the information that withdrawals can be rejected directly by the payment system. Are you getting the payments daily? Thank you very much for your patience.

Kind regards,

Stefan

Dear salvodrago94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear tarabear7235,

As we haven't heard from you, we will close this complaint as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan