1win Casino - Депозит игрока задерживается.

I received a withdrawal via Tron, but I was unable to receive the funds due to the travel rule. So, I returned the funds to the 1win coin address where the deposit was initially made. The returned Tron was successfully transferred. However, 1win claims that the conditions for the payment were not met and therefore the deposit was not processed. I definitely returned it to the same address provided by 1win for the deposit. The funds were definitely deposited. I feel this is unfair. Please resolve this issue.

저는 트론으로 인출을 받았습니다. 그러나 저의 트레블 룰 때문에 자금을 받을수 없었습니다. 그래서 다시 입금된 1win 코인주소로 반환을 하였습니다. 반환된 트론은 잘 송금되었습니다. 그러나 1win 측에서는 결제 조건을 준수하지 않아 입금이 처리되지 않는다고 말합니다. 저는 분명 1win측의 입금된 똑같은 주소로 다시 반환하였습니다 . 자금은 분명하게 입금이 되었습니다 . 억울합니다. 제발 해결해주세요.

Dear didzl308,

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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I have made a successful withdrawal before.

Kyc verification passed.

You have not accumulated any winnings as a bonus.

I will send you the chat contents by email.

이전에 성공적으로 인출한적이 있습니다.

Kyc검증 통과했습니다.

보너스로 상금을 누적하지 않았습니다.

이메일로 채팅내용 보내겠습니다.

And returns can only be made to the remitter.

그리고 반환은 오직 송금인한테만 할수있습니다.

Dear didzl308, do I understand correctly that you returned the funds to the same address from which they had been withdrawn, but they cannot process the deposit because the payment conditions were not met.

Did they provide any details about how the payment conditions were not met?

Is it because you did not make the deposit through the casino website?

Is it possible for the withdrawal address to be different from the deposit address?

Dear didzl308, are you referring to this travel rule?

The Crypto Travel Rule requires virtual asset service providers (VASPs) like banks, exchanges, custodial solutions, and financial service providers to identify and share the origins and destinations of crypto transactions above a specific threshold.

Could you please clarify how this travel rule was applied in your situation?

The source of funds exceeding 1 million won must be clear. Since I withdrew an amount exceeding 1 million won at once, I must clarify the source of the funds, but I cannot clarify the source of funds withdrawn from 1win. So I applied for a refund at the exchange. The returned funds were returned to the sender. However, 1win said they could not receive the funds.

100만원이 초과하는 자금은 출처가 분명해야합니다. 저는 100만원이 초과하는 금액을 한번에 인출햇기때문에 자금에 대한 출처를 분명히 해야하지만 1win에서 인출한 자금은 출처를 분명히 할수없습니다. 그래서 저는 거래소에서 반환신청을 햇습니다. 반환한 자금은 송금인에게 다시 반환되었습니다. 그러나 1win측에서 그자금을 받을수 없다고 합니다.

Thank you very much, didzl308, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, didzl308!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Can I wait??

기다리면 될까요??

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

Please send it to the email address the following information:

- Video confirmation from your device showing that the reverse transaction was completed.

Best regards, 1win team.

Добрый день!

Просим Вас отправить на электронный адрес support@1win.social следующую информацию:

- Видео подтверждение с вашего устройства где видно, что обратная транзакция была осуществлена.  

С уважением, команда 1win.

didzl308, please, make a vide recording of your screen where you show that the transaction was sent from your crypto exchange account/wallet.

I sent it to you after thinking about it. But I'm not sure if this is the right way to send it. Can you check it for me?

민들어서 보냇습니다. 근데 이렇게 만들어서 보내는게 맞는지 잘 모르겠습니다. 확인가능하신가요??

I sent it to Pavel's email. Please check it.

Pavel의 메일로 보냈습니다. 확인부탁드려요

Thank you, didzl308!

1win team, we have checked player's video recording, it seems like all transactions mentioned above do belong to them. Please, let us know if it makes any difference if us or the player will send you the video (we will just redirect it to your e-mail) and where exactly should we send it.

You can just send it to this email address.

I sent a text but got no response.

support@1win.social

여기 이메일주소로 보내면됩니다.

재가 보냈지만 응답이 없습니다.

Good afternoon

Please send the requested information to the email address

support&@1win.social

Best regards, 1win team.

Добрый день!

Отправьте, пожалуйста, запрошенную информацию на электронный адрес support@1win.social.

С уважением, команда 1win.

Thanks, 1win team!

Forwarded player's e-mail to you.

Good afternoon

Unfortunately, the file you sent us does not open. We ask didzl308 to send the information to the email address.

- Video confirmation from your device showing that the reverse transaction was completed.

Best regards, 1win team.

Добрый день!

К сожалению, файл, который вы нам отправили не открывается. Мы просим didzl308 отправить информацию на электронный адрес.

- Видео подтверждение с вашего устройства где видно, что обратная транзакция была осуществлена.  

С уважением, команда 1win.

It says the file won't open. What should I do?

파일이 열리지 않는다고 합니다. 어떻게 해야하나요??

didzl308, please, use other cloud storage (Google drive, Dropbox, Microsoft Drive) to upload the video and then send the link to 1win support along with your nickname and include me in the recipients list (Cc).

I have seen your video and it is a good piece of evidence and I am sure that the casino will accept it as soon as they will be able to have a look at it, we just need to have a little more patience.

Yes, please, send it there. Also, you will need to make this link available to everyone. I have marked your message which includes the link as "Sensitive information", so only I and the casino can see it.

How do I make it visible to everyone??

어떻게 모든사람이 볼수 있도록하나요??

This is the brief explanation form the ChatGPT:

"To make a file accessible to all visitors through a link on Google Drive, start by opening Google Drive and logging into your account. Locate the file or folder you want to share and right-click on it to select "Share." In the sharing settings window, change the access from "Restricted" to "Anyone with the link" by clicking the dropdown menu next to the link. Adjust the permission settings to determine whether visitors can view, comment, or edit the file. Once you've set the desired permissions, click "Copy link" to copy the shareable link to your clipboard. You can then share the link with anyone through email, messaging, or any platform of your choice."

Thank you!

1Win Casino, player has sent the video here and, I assume, sent it to the e-mail. you can check it here for now.

Hasn't it been confirmed??

확인이 안됬나요??

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

Thank you for the information. We have forwarded the request to specialists. User request number: PMNT-1794030

Best regards, 1win team.

Добрый день!

Спасибо за информацию. Передали запрос специалистам. Номер заявки пользователя: PMNT-1794030

С уважением, команда 1win.

Can I contact customer service with the request number??

요청 번호를 고객센터에 문의하면되나요??

didzl308, I guess you can but there is no need to do it as the casino already investigates the issue. They should let us know when they will finish.

 1win team, has there been any news from your team?

No, there is no news yet.

아니요 아직 소식이 없습니다.

Good afternoon

We have checked your request. The funds have been returned to your game balance. Please try to withdraw again.

Best regards, 1win team.

Добрый день!

Мы проверили ваш запрос. Денежные средства возвращены на ваш игровой баланс. Повторите, пожалуйста, попытку вывода.

С уважением, команда 1win.

Yes, it has been confirmed. It has been processed. Thank you.

네 확인 됬습니다. 처리 되었어요. 감사합니다

didzl308, have you already received your funds?

Yes, I got it. It's resolved.

네 받았습니다. 해결됬어요.

Dear didzl308,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru