1win Casino - Вывод средств игрока задержан.

Hello, I am writing to you because on October 14th after having loaded € 40 on my 1Win account and having won 120, I humbly decide to withdraw. I make two withdrawals of € 60 within a few hours. The next day on their site a payment is made, but nothing has arrived at the bank and one is still being processed. Attached I am sending you my bank statement from 12/10/2022 to today 18/10/2022, the movements recorded on my 1win account always in the relative days.

Thanks in advance I hope to solve this case!

Buongiorno, Vi scrivo in quanto il giorno 14 Ottobre dopo aver caricato €40 sul mio conto 1Win e averne vinti 120, decido umilmente di prelevare. Effettuo due prelievi da €60 a distanza di poche ore. Il giorno dopo sul loro sito un pagamento risulta effettuato , ma in banca non è arrivato niente e uno risulta ancora in elaborazione. In allegato Vi invio il mio estratto conto bancario dal 12/10/2022 ad oggi 18/10/2022, i movimenti registrati sul mio account 1win sempre nei relativi giorni.

Grazie in anticipo spero di risolvere questo caso!

Dear Siupa1999,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawals 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawals approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi Petronela,

you were clear and very kind, in case in about ten days nothing had arrived yet I will contact you again.

Have a good day

Siupa

Ciao Petronela,

sei stata chiara e molto gentile, nel caso in cui tra una decina di giorni non fosse ancora arrivato niente Vi contatterò di nuovo.

Buona gironata

Siupa

I understand, Siupa1999. I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by weekend, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello Siupa1999,

Have there been any developments since our last conversation, please? 

Dear Siupa1999,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.