1win Casino - Гравець намагається зняти свій виграш.

I tried to withdraw the amount from my wallet to Bank account many times. But each one of the transactions are getting cancelled/rejected. Tried below methods for withdrawal. Please give me a solution

Using Indian Banks

Using Card Number

Thanks

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Could you please clarify which payment method you have used to deposit funds into your account?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

Yes my account was verified. I used NetBanking to deposit money into account. This is related to my account only and i dont think that the problem is with casino system.

They told me that my withdrawal is being rejected at payment system and i need to keep trying withdrawal until they allow it. But i didn't understand this process.

How come the deposit option works within 1 min and withdrawal takes a lot of time.

Thanks

Hello, This is the first time I am withdrawing the amount to my Bank card & bank account. Before that i was able to transfer money to friend's account and it was successful.

All the payments to your friend's account have been processed by the casino and this is the first time you're withdrawing winnings to a payment method that you rightfully own, correct?

Yes, correct

Was the casino aware that the previous payment method isn't yours?

I think you understood the below statement incorrectly.

"Hello, This is the first time I am withdrawing the amount to my Bank card & bank account. Before that i was able to transfer money to friend's account and it was successful."

Previously i wasn't withdrawing money friend's bank account. I transferred money to their 1win account. This is the first time i am withdrawing the funds to any bank related accounts.

I fully understand your frustration. However, I will set the timer for additional 7 days and if there’s no development by Monday next week, which will allow two full weeks to casino pro process your payment, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Actually, the last withdrawal i tried also got failed and now the amount is reverted to my wallet. Should I try withdrawing the funds again??

Are you absolutely positive that your account has been succesfully verified in the past?

Yes, I am. Also I checked with 1win team also regarding this. And below is the response that I got from them.

"There are no restrictions on your account."

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello James,

I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can ask to reopen this complaint anytime.

Hi everyone, we’ve reopened this complaint at the request of 1win Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 1win Casino, please let us know if you can share some more information regarding the case.

Regards,

Natalia

Good afternoon

Unfortunately, all previous withdrawals were rejected by the payment system, but in the end the player changed the method and on 06/24/2021 successfully withdrew the entire amount and did not get in touch anymore. The output has the status "Funds transferred"

Sincerely, 1win team.

Добрый день!

К сожалению, все предыдущие выводы были отклонены со стороны платежной системы, но в итоге игрок сменил метод и 24.06.2021 успешно вывел всю сумму и более не выходил на связь. Вывод имеет статус "Средства перечислены"

С уважением, команда 1win.

Dear 1win Casino, thank you for this information. Would you please provide any proof (screenshots) so we can see that the payment was processed from your side? Please, feel free to send it to my email address natalia.b@casino.guru (you can certainly hide all the sensitive information but please, make sure it's understandable that the account belongs to the player and the sum is also visible).

We'll try to get in touch with the player to get confirmation from them.

Best regards,

Natalia

Good afternoon

Sent information to e-mail: natalia.b@casino.guru .

Sincerely, 1win team.

Добрый день!

Отправили информацию на электронную почту: natalia.b@casino.guru.

С уважением, команда 1win.

Dear 1win Casino, thank you for the email. We can see that the funds were transferred by you, now we need the confirmation from the player.

Dear Youknowhoiam 476, would you please confirm that the money was credited to your account?

In case there'll be no reply from the player, we'll be forced to reject the complaint.

Regards,

Natalia

Dear Youknowhoiam476,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.