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Hi, I have a problem withdrawing funds won at 1Win casino. I requested a first withdrawal by credit card on 09/04/2023 but it was rejected by the system without telling me why, so I made a withdrawal by Crypto on 09/04/2023 but until 25/04/ 2023 I have not received the funds nor any communication via email from the casino, despite the fact that I was told in chat with the operator that they would contact me by email.

Without being asked but on my own initiative I sent the document for personal identification but I do not receive any response from the casino. I've tried contacting them at various email addresses for assistance but no one is responding to me.

On 04/25/2023 I canceled the withdrawal to perform other withdrawal methods but I am unable to continue as the code they send by email to continue with the withdrawal does not reach me, or if it arrives it is a code that does not work/old.

Salve, ho un problema a prelevare i fondi vinti sul casino 1Win. Ho richiesto un primo prelievo tramite carta di credito in data 09/04/2023 ma mi è stato rifiutato dal sistema senza dirmi il perché, allora ho eseguito un prelievo tramite Cripto sempre in data 09/04/2023 ma fino al 25/04/2023 non ho ricevuto i fondi e tantomeno nessuna comunicazione via email dal casino, nonostante in chat con operatore mi era stato detto che mi avrebbero contattano per email.

Senza che mi fosse stato chiesto ma di mia iniziativa ho inviato il documento per il riconoscimento personale ma non ricevo nessun riscontro dal casino. Ho provato a contattarli a vari indirizzi email per ottenere assistenza ma non mi risponde nessuno.

Il 25/04/2023 ho annullato il prelievo per eseguire altri metodi di prelievo ma sono impossibilitato a proseguire in quanto il codice che loro mandano per email per proseguire col prelievo non mi arriva, oppure se arriva è un codice che non funziona/vecchio.

Dear dani9612,

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 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

Hi Kristina 🙂

1) I have never made any successful withdrawals.

2) I have not received any confirmation email for the verification of the document, although I have already sent it on 04/16/2023 and on 04/18/2023.

3) The winnings have been accumulated with real balance, without using any bonus, even if I have some bonuses that I could use but I don't use them.

I should add that the withdrawal ordered by me 2 weeks ago was canceled by me on 04/25/2023 to attempt other forms of withdrawal, however this time the casino does not even send me the confirmation code by email in order to order another withdrawal ( any type of withdrawal), or send me old and non-functioning codes

Thanks for your assistance.

Ciao Kristina 🙂

1) Non ho mai effettuato nessun prelievo con successo.

2) Non ho ricevuto alcuna email di conferma per la verifica del documento, nonostante lo abbia già inviato in data 16/04/2023 e in data 18/04/2023.

3) Le vincite sono state accumulare con saldo reale, senza usare alcun bonus, anche se ho dei bonus che potrei utilizzare ma non gli utilizzo.

aggiungo che il prelievo da me ordinato 2 settimane fa è stato da me annullato il 25/04/2023 per tentare altre forme di prelievo, tuttavia il casino questa volta non mi invia neanche per email il codice di conferma per poter ordinare un altro prelievo (qualsiasi tipologia di prelievo), oppure mi invia codici vecchi e non funzionanti

Grazie per la vostra assistenza.

Update:

I managed to get a code to be able to make a new withdrawal by credit card, it is currently pending.

Aggiornamento:

sono riuscito ad ottenere un codice per poter effettuare un nuovo prelievo tramite carta di credito, al momento è in attesa.

Thank you for your reply, dani9612. Hopefully, the withdrawal will be processed soon. I will keep this complaint open, so please let me know if there is anything new. Thank you!

Hi, I'll update you on the situation:

I requested a new withdrawal by credit card on 04/26/2023 but the casino couldn't decide to send me this money. I haven't received any email communication from them.

Thanks for your assistance

Salve, vi aggiorno sulla situazione:

ho richiesto un nuovo prelievo tramite carta di credito in data 26/04/2023 ma il casino non si decide a mandarmi questi soldi. Non ricevo nessuna comunicazione via email da parte loro.

Grazie per la vostra assistenza

Do I understand correctly that the withdrawal request has been pending since April 26?

That's right, the withdrawal request has been pending since April 26th

Esatto, la richiesta di prelievo è in sospeso dal 26 Aprile

Thank you very much, dani9612, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you dani9612 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thanks for your assistance!

Grazie per la vostra assistenza!

Good afternoon

Unfortunately, there are a number of email domains to which messages from our email do not reach - live.com is one of them. We are trying to resolve this issue, but at the current stage the problem persists.

Dear dani9612, now there are no restrictions on your game account, the withdrawal is available in full.

Sincerely, 1win team.

Добрый день!

К сожалению, есть ряд почтовых доменов, на которые сообщения с нашей электронной почты не доходят - live.com в их числе. Мы стараемся решить этот вопрос, но на текущем этапе проблема сохраняется.

Уважаемый dani9612, сейчас на вашем игровом аккаунте нет ограничений, вывод доступен в полном объеме.

С уважением, команда 1win.

Dear dani9612, let us know if you are able to withdraw your funds now. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you in advance!

Hello, I inform you that 1Win has sent me all the funds I requested.

I would like to thank all the Casino Guru staff for their assistance!

All the best and a big hello

Buongiorno, vi comunico che 1Win mi ha inviato tutti i fondi da me richiesti.

Vorrei ringraziare tutto lo staff di Casino Guru per l'assistenza fornitemi!

Vi auguro il meglio e vi do un grande saluto

Dear dani9612,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter