1win Casino - Гравець відчуває проблеми зі зняттям коштів.

Hi, I'm having issues with withdrawing from this Bookmaker.

For days, I've been trying to withdraw through my credit card, but with no success, as it's denied every time.

I've used two different cards and am unable to use other withdrawal methods because the only ones permitted are Credit Card and Crypto, and I don't possess Crypto.

Speaking with customer service, they say the issue isn't with them but with the payment system. However, I've previously used the same cards to withdraw from other sites without any problems.

How can this be resolved?

Salve, ho problemi con il prelievo di questo Bookmaker.

da giorni sto provando a prelevare tramite carta di credito ma senza successo, ogni volta mi viene negato.

ho utilizzato 2 differenti carte e non posso utilizzare altri metodi di prelievo in quanto gli unici consentiti sono Carta di Credito e Crypto e non ho le Crypto.

parlando con l'assistenza mi dicono che il problema non é il loro ma del sistema di pagamento, ma le stesse carte le ho utilizzate per prelevare da altri Siti e non mi hanno mai dato problemi.

come si può risolvere?

Dear nikolas21,

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? Could you please confirm that you have passed the KYC 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 Kristina, i've never made any successfull withdrawals and any KYC Verification was asked to me.

I sent an email to the 1Win Support asking if any Identity Verification was necessary but i didn't get any reply yet.

the winnings are without active bonus.

Thank you for your reply, nikolas21. Could you please post a screenshot of your withdrawal/cashier history here in this thread (if possible)?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

here you can check the screenshots of my withdrawal history.

I made them with 2 different cards.

i'll forward the email to Kristina as you asked.

Thank you very much, nikolas21, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 nikolas21,

My name is Michal and I will be assisting you in your case. I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

thank you so much, Michal!

I really appreciate your help!

We would like to ask the 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’ which may negatively affect its rating.

Good afternoon

There are no withdrawal restrictions for your account from 1win. Withdrawal cancellation occurs on the part of the payment system that processes Internet transactions. If the withdrawal is rejected, we recommend using another payment system or trying again until the funds are successfully transferred.

You can also attempt a withdrawal to other details (bank card or e-wallet) that belong to you as a user.

Best regards, 1win team.

Добрый день!

Со стороны 1win ограничений на вывод для Вашего аккаунта нет. Отмена вывода происходит со стороны платежной системы, которая обрабатывает интернет-транзакции. Если вывод отклоняется, то рекомендуем воспользоваться другой платежной системой или повторять попытку до успешного перевода средств. 

Вы также можете совершить попытку вывода на другие реквизиты (карту банка или электронный кошелёк), которые принадлежат Вам как пользователю. 

С уважением, команда 1win.

I tried to withdraw with 2 different cards from 2 different banks and none of them were successful.

Also, it is not possible for me to use other withdrawal methods as the only 2 allowed are either by credit card or by Crypto but I don't have the latter.

Dear nikolas21,

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such 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.

Would it be possible for you to consider creating an e-wallet account to withdraw your payment? If so, we will discuss further which e-wallet would be most suitable for both parties.

no, i don't think so.

i want to use something easy and i found e-wallet complicated and then i need to transfer money different times.

anyway, yesterday, a friend of mine could withdraw money from his account and he used a credit card of my same bank and we live in the same town.

I still guess they blocked me somehow but i don't think i will have any help from their support!

of course my review can't be good!

New Update: i went to my friend home and i used his credit card (the same one he used to withdraw) and i even used his connection but still declined the withdraw.

after me my friend tried to withdraw and he did it

Michal do you still think they didn't block me? or the several factors you mentioned are still true?

Hello nikolas21,

Yes, it is true, sometimes there isn't anything casinos can do regarding the availability of payment methods.

I would strongly advise you not to use any other person's credit card to withdraw your funds from your casino account but your own, as it directly violates the casino's terms and conditions. If your account gets blocked due to such a violation, we won't be able to help you.

Once again, I propose creating an e-wallet account, this way you can withdraw your funds without further delay. To help you out with this, here is a link to our website with a list of available e-wallets and how to register and use some of them.

https://casino.guru/casino-payment-methods

I hope that together we can come to a successful resolution of your problem!

Dear nikolas21,

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.

Good morning and sorry for the delay, I didn't see the notification! As I have already said, I have no intention of creating an electronic wallet as I find it useless because I do not use Cryptocurrencies.

Furthermore, it should not be the customer who meets the supplier's needs but it should be the opposite.

I will try to resolve the issue in a different way and if I am unable to proceed through legal means!

First of all, thank you for your help, you were very kind!

Buongiorno e scusate il ritardo, non avevo visto la notifica! Come ho già detto non ho nessuna intenzione di creare un portafoglio elettronico in quanto lo trovo di inutile utilizzo non facendo uso di Cryptovalute.

Inoltre non dovrebbe essere il cliente ad andare incontro alle esigenze del fornitore ma dovrebbe essere il contrario.

Proverò a risolvere la maniera in modo differente e nel caso non riuscissi di procedere anche per vie legali!

Ringrazio intanto per il vostro aiuto, siete stati molto gentili!

Dear nikolas21,

E-wallets are not used for cryptocurrencies only, you can use them with any kind of currency and they are pretty easy to navigate. Here is a link to our website with some e-wallets and also with instructions on how to create an account. If you would be interested, we can help you with creating an e-wallet account via e-mail communication. You do not need to use this wallet for anything else but only for this one withdrawal if you find out that e-wallets do not suit your needs.

The casino has shown effort to solve this complaint and to pay you your winnings, the effort has to be shown from your side also. It is not, as you stated "customer meeting the supplier's needs". The casino, in this case, the supplier, just wants to fulfill your, the customer's, need by offering you a way that is possible for both of you to get your payment. If you keep insisting on not creating an e-wallet account or not cooperating in any other way, I am afraid there is no way we can help you in this matter.

Please let us know how you wish to proceed in this matter.

Good afternoon.

We would like to intervene and add information that the player withdrew funds in the amount of 343 EUR on December 13th. We don’t quite understand why the player continues the dialogue in this manner; if the withdrawal was successful, the account balance is now 0.

Best regards, 1win team.

Добрый день.

Мы хотели бы вмешаться и внести информацию о том, что игрок вывел денежные средства в размере 343 EUR еще 13 декабря. Мы не совсем понимаем, с какой целью игрок продолжает диалог в таком ключе, если вывод был успешный, баланс счета сейчас равен 0.

С уважением, команда 1win.

Dear nikolas21,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.