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I have already tried several times to withdraw my money, there have been different amounts that I have tried since I have lost and won, however my withdrawal is always rejected, I speak with customer service and they tell me to try a withdrawal before succeeding, and no They show no sign of wanting to help, and I need the money urgently.

Ya intente varias veces retirar mi dinero, han sido diferentes montos los que intentado ya que he perdido y ganado, no obstante siempre se me rechaza mi retiro , hablo con servicio al cliente y me dicen que intente un retiro antes de tener éxito, y no muestran ninguna señal de querer ayudar, y necesito el dinero con urgencia.

Dear rex59034,

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, I have not made successful withdrawals before, as it is my first time playing in this casino, and in other casinos I have not had problems withdrawing, if it passes the verification. Accumulated winnings are without bonus.

Hola, no he hecho retiros exitosos antes, ya que es la primera vez que juego en este casino, y en otros casinos no he tenido problemas para retirar, si pase la verificación. Las ganancias acumuladas son sin bono.

Thank you for your reply, rex59034. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

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.

Currently the last withdrawal attempt shows as declined and the money was returned to my gaming account.

Actualmente el último intento de retiro aparece como rechazado y el dinero fue regresado a mi cuenta de juego.

The casino just added new payment methods, but I still can't withdraw, it doesn't work for me.

El casino acaba de añadir nuevas formas de pago, pero sigo sin poder retirar, no me funciona.

Thank you very much rex59034 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello rex59034,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear 1win Casino,

Could you please provide some information regarding the player's rejected withdrawal request?

Thank you in advance for your cooperation.

Kind regards,

Tomas

Hello, Tomas!

Thank you for your participation. 

Dear rex59034!

On the part of our site for your account there are no restrictions and withdrawal is available to you. Your withdrawal is rejected by the payment system.

We think that the problem might be that you are betting on the withdrawal of a very large sum. We recommend to try to withdraw some part of such big amount in one time and to wait until it will be credited before trying to withdraw the rest of money from your account. This should help. 

Best regards, 1win team.

Dear rex59034,

Could you please try to make a withdrawal request following the casino's recommendation?

Please let us know if it works.

Thank you both for your cooperation.

Kind regards,

Tomas

At night I made a request with a smaller amount, and so far it is still in process, but it has not been rejected.

En la noche realize una solictud con un monto menor, y hasta el momento sigue en proceso, pero no ha sido rechazada.

Thank you, rex59034, for your cooperation. Please continue to keep us updated on any developments.

Kind regards,

Tomas

The withdrawal already appears as completed but the money has not arrived in my account

El retiro ya aparece como completado pero no me ha llegado el dinero a mi cuenta

I continue with the update I still cannot withdraw the money despite trying to withdraw with a smaller amount, I even continued playing and increased my earnings and in the same way I made my withdrawal, and the withdrawal appears as completed by spei but the money has not arrived to my bank account.

Continuo con la actualización sigo sin poder retirar el dinero a pesar de intentar retirar con un monto menor, incluso seguí jugando y aumente mis ganancias y de igual forma hize mi retiro, y aparece como completado el retiro por spei pero no me ha llegado el dinero a mi cuenta bancaria.

Dear 1win Casino,

Can you please provide an update on the status of the player's withdrawal? The player has followed your recommendation, so is there any reason for the delayed payment? If it's marked as 'completed', does it mean that the funds have already been transferred?

Thank you.

Kind regards,

Tomas

Despite your 1win recommendation my money returned to my gaming account.

A pesar de su recomendación de 1win mi dinero volvió mi cuenta de juego.

Good afternoon!

The client's withdrawal was rejected by the payment system. To resolve the issue, we recommend choosing another payment method.

We apologize for the inconvenience caused.

Sincerely, 1Win team.

Добрый день! 

Вывод клиента был отклонен платежной системой. Для разрешения вопроса рекомендуем выбрать другой платежный метод. 

Приносим извинения за предоставленные неудобства. 

С уважением, команда 1Win.

Good afternoon, I share with you an image that the last withdrawal attempt was completed and I returned to my game account, I already tried all the withdrawal attempts. My bank tells me that they never received my transaction, so they couldn't deny my transfer.

Buenas tardes, les comparto imagen de que el último intento de retiro estuvo como completado y regreso a mi cuenta de juego, ya intente con todos los intentos de retiro. Mi banco me dice que nunca les ha llegado mi transacción, por lo que no podían denegar mi transferencia.

Dear 1win Casino,

Is there any payment method that is available for the player in order to proceed with the withdrawal?

Thank you.

Best regards,

Tomas

I already tried with another bank account from another bank and in the same way the payment was rejected in this case it was after a few minutes. Here if it no longer sounds to me like it is the payment method if it was another bank.

Ya intente con otra cuenta bancaria de otro banco y de igual forma se rechazo el pago en este caso fue a los pocos minutos. Aquí si ya no me suena a que sea el método de pago si fue otro banco.

Good afternoon!

We recommend choosing another payment method such as Perfect Money/Crypto Wallet.

Sincerely, 1Win team.

Добрый день!

Рекомендуем выбрать другой платежный метод, такой как Perfect Money/Криптокошелек.

С уважением, команда 1Win.

Dear rex59034, could you please try to initiate a withdrawal using above mentioned methods?

Thank you.

Kind regards,

Tomas

Dear rex59034,

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.