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Hello... I am struggling to make my withdrawal and I can't... They never asked me to verify my account... I have sent an email to contact@1win.xyz.. I told them if they need some documents for my account because they never asked me anything... I hope to get my money as soon as possible.. I have been trying two days and the money return back to the main wallet and I don't know the reason... The technical support keep telling me the same thing... "you have to make a lot of time the withdrawal until it be successful or change the payment method"... So far nothing and I don't know what to do.

Dear cost1925,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification? Was it only two days prior to submitting this complaint, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good evening... I was trying to withdraw the money from Thursday until Saturday, August 20th... And they were all returning to my main wallet... I talked to the support many times and they told me to keep trying until it was successful to try another withdrawal method.. I also sent an email and asked if I need to do the account verification process.. They answered me the same... That is to change the withdrawal method or try many times until it is successful.. No reason for verification. .. I put in master card and visa, nothing happened... The other option is perfect money.... Nothing with that either... The third and last one it shows me is with a cryptocurrency that I don't have.... 3 I tried for days and nothing happened... Now I don't care because I gambled the money and lost it... The bottom line is that I will not deal with this company again for sure... And also that no one else does because it is big scam... Basically it's my fault i dealt with these scammers...

Καλησπέρα... Τα χρήματα προσπαθούσα να τα κάνω ανάληψη από Πέμπτη μέχρι και το Σάββατο 20 Αυγούστου δηλαδή... Και όλο εοστρεφαν στο main wallet μου... Μίλησα πάρα πολλές φορές με το support και μου έλεγαν να προσπαθήσω μέχρι να γίνει επιτυχής η να δοκιμάσω άλλο τρόπο ανάληψης.. Έστειλα και email και ρώτησα μήπως χρειάζεται να κάνω τη διαδικασία επαλήθευσης λογαριασμού.. Μου απάντησαν το ίδιο... Να αλλάξω δηλαδή τροπο ανάληψης η να δοκιμάσω πολλές φορές μέχρι να γίνει επιτυχής.. Ούτε λόγος για επαλήθευση... Έβαζα master card και visa δεν γινόταν τίποτα... Η άλλη επιλογή είναι το perfect money.... Ούτε και με αυτό τίποτα... Η τρίτη και τελευταία που μου εμφανίζει είναι με κρυπτονομισμα που δεν διαθέτω.... 3 μέρες προσπαθούσα δεν γινόταν τίποτα... Πλέον δεν με απασχολεί διότι έπαιξα τα χρήματα και τα έχασα... Το συμπέρασμα είναι ότι δεν θα ασχοληθώ με αυτή την εταιρεία ξανά το μόνο σίγουρο... Και επίσης να μην ασχοληθεί κανένας άλλος διότι πρόκειται για μεγάλη απάτη... Βασικά εγώ φταίω που ασχολήθηκα με αυτούς τους απατεώνες....

Thank you, cost1925, for the update. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear cost1925,

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.

Let it be rejected... It doesn't matter anymore because I will never play with this unacceptable company again not even a euro... Thanks

Ας απορριφθεί... Δεν έχει σημασία πλέον γιατί δεν πρόκειται να ξαναπαίξω σε αυτή την απαράδεκτη εταιρεία ξανά ούτε ευρώ... Ευχαριστώ

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.