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My name is [edited by Casino.Guru], i was told to verify my acct on july 23rd, 2023 and later on my 1win account was fully verified on August 1st, 2023... Ever since then my withdrawal has always been successfully... Early this month sep 1st 2023, i made a withdrawal and it has been pending for days.....i was told to email the security dept, i mailed them there is no single respond from them, i have mailed them 3 times.... They keep on been silent, no respond from them and my withdrawal is still on pending.....

Pls this is my game id: [edited by Casino.Guru]

Email: [edited by Casino.Guru]

Dear fola144,

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

Dear fola144,

Have you received your withdrawal from the casino yet?

Not yet sir

Could you please specify if you accumulated your winnings with or without an active bonus?

I only accumulated my winnings

Thank you very much, fola144, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you fola144 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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

A withdrawal of 500usd was sent to the client’s details.

The account is blocked in accordance with clause 9.7:

In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.

Best regards, 1win team.

Добрый день!

Вывод в размере 500usd отправлен на реквизиты клиента.

Аккаунт заблокирован в соответствии с пунктом 9.7:

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Thank you for the update. Dear fola144, let me know if you received the winnings. Thank you!

Yes I received my fund thanks Mr Peter. But

Blocking of my account is really surprising me

Because I have just one account

Have never done abitrage before

I mostly play virtual games and aviators games. Thanks mr Peter for the assistance

Dear fola144,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter