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Dear Sir/Madam,

On the 9th of June, I tried to make two withdrawals, one of $5500 and another of $6500. However, by the morning of the 10th of June, the amounts had not been credited. I canceled and resubmitted the request, splitting it into withdrawals of $1,000, yet still, nothing was credited. I spoke to support, and they asked me to wait up to 48 hours for the funds to appear. I continued playing and eventually accumulated a total of 75,000 reais. However, none of the withdrawals were credited. I was constantly in contact with support, and they kept asking me to wait another 48 hours. Eventually, I called the phone number listed on the site and was informed that I needed to send my documents via email to verify my details (I have been playing at this casino for almost a year, and they never requested documents before). It was only when I had large amounts to withdraw that they decided to ask for verification. Verification should have been done when I first joined the casino, with smaller withdrawals. They asked for 14 days to review the documents and only replied nearly 30 days later, after I complained about the delay. The fact is, I continued playing at the casino and lost the amounts they withheld for withdrawal.

The site states that the casino offers bonuses due to losses, but I did not receive any bonuses. I requested that they at least return my deposited amounts since they manipulated the blockage to prevent me from withdrawing and return the amount to the casino.

I am a part of the VIP group, and the only response from the manager is that nothing can be done—no refunds, no bonuses, and no payment of the amount they manipulated through retention for me to lose.

I lost those 75,000 reais, and nobody did anything. If you check Reclame Aqui, there are over 100 complaints about the casino in the same situation as mine. This is absurd; I have been cheated, causing me immense moral damage, especially since they blocked me right when I was making a high withdrawal. They never blocked small withdrawals. They also talked about bonuses that were never credited.

I request that a solution be provided, that my winnings be returned, or at least the amount I deposited into this casino.

Prezados 

No dia 09/06 tentei realizar dois saques, um de 5500,00 e um de 6500,00, no dia 10/06 pela manhã os valores não haviam sido creditados. Cancelei e refiz a solicitação diluindo em saques de 1.000,00, mesmo assim não foi creditado, falei no sporte e pediram pra aguardar que em até 48h cairia. Continuei jogando e cheguei ao total de 75mil reais. Entretanto nenhum dos saques foi creditado, e eu sempre em contato com o suporte e me pedindo 48h. Foi até que liguei no telefone que consta no site e informaram que eu precisaria enviar meus documentos via email para comprovação de dados (jogo na casa a quase 1 ano e nunca pediram documentos), apenas quando tinha valores altos para saque que resolveram pedir, a comprovação deveria ser feita quando iniciei a jornada na casa de aposta, com saques baixos. Me pediram 14 dias para analise dos documentos e só me retornaram quase 30 dias depois, isso porque reclamei do prazo passado. Fato é que continuei jogando na casa, perdi os valores que eles reteram para saque. 

No site consta informação que a casa oferece bonus devido a perdas, não recebi nenhum bonus. Solicitei que me devolvessem então meus valores de deposito, uma vez que manipularam o bloqueio para que eu não sacasse e o valor retornasse paa a casa. 

Faço parte do grupo VIP e a unica resposta da gerente é que nada pode ser feito, nem devolução, nem bonus, nem pagamento do valor que manipularam atraves da retenção para que eu perdesse. 

Fiquei no prejuizo desses 75mil e ninguem fez nada. Se verificarem no recame aqui, existem mais de 100 reclamações da casa, na mesma situação que a minha, isso é um absurdo, fui lesada, isso é um dano moral imenso, uma vez que me bloquearam justamente no dia do saque alto, saques pequenos nunca bloquearam. Falaram sobre bonus que nunca creditaram.

Quero que por favor seja dado uma solução, que me devolvam o que ganhei, ou o que depositei nessa casa

Dear GlayceSousa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Tomas

Casino.Guru

Dear

The website says that the house offers bonuses, due to losses incurred.

However, I did not receive any bonus. I'm still waiting for the bonus and they haven't credited anything. The balance of losses was enormous

Prezados

No site diz que a casa oferece bônus, devido as perdas ocorridas.

Porém não recebi nenhum bônus. Estou até o momento aguardando o bônus e não creditaram nada. O saldo de perdas foi enorme

Have you contacted the casino and asked whether you are eligible for any bonuses?

Have you received any recommendations on how to proceed with requesting bonuses on net losses?

What response have you received?

Dear GlayceSousa,

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.