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Hello sir ,I am using the 1win from the past few years and I am facing the withdrawal issue .I am unable to withdraw my amount after contacting to the 1 win they told me to email their security team then security team told me to do the kyc .I have submitted all documents they asked but they not solved my problem.There is a lot of fund in my wallet balance I want to withdraw that fund.please help me in this matter

Dear Deepak8,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Issue is not with delayed payment it is about payment is not processed by the site they told everytime to just wait they have hold my amount by their security team and further no notification is given to me

Dear Deepak8,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Deepak8,

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.

I have no update on my account from 1win customer care or security team .I am unable to withdraw my amount.My account is still in the same condition form the last 20 days .No response from 1win side please help

Thank you Deepak8 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Deepak8,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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

Your account verification has been successfully completed, the account is currently operating normally and you have access to the full functionality of the site.

Best regards, 1win team.

Добрый день!

Верификация Вашего аккаунта была успешно пройдена, в данный момент аккаунт работает в штатном режиме и Вам доступен полный функционал сайта.

С уважением, команда 1win.

Dear Deepak8,

Could you please confirm, if you have been able to withdraw funds from your account?

Dear Deepak8,

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.