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A week ago, I played and won some money and set up an account to withdraw it, which was rejected. But they did not return the money to the game, I urgently need to know what's going to happen with my money so I can try to withdraw it into another account. I spoke with support but they don't provide me a solution and if they rejected the withdrawal, they should refund the money to 1win so I can withdraw it into a different account.

Hace 1 semana jugué y gane dinero y puse una cuenta para retirarlo la cual fue rechazada. Pero no me devolvieron el dinero al juego, necesito urgente saber que va a pasar con mi dinero para poder intentar retirarlo en otra cuenta. Hable con soporte pero no me dan una solución y si me rechazaron el retiro, deberían devolverme el dinero a 1win para retirarlo en otra cuenta.

Dear Damaris,

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. Could you please advise if you have any remaining balance in your casino account? Have you made any successful withdrawals before?

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

Yesterday I played with 5000 that I deposited, and I withdrew money in another account which I received, but the money that was subtracted that day was not returned to me, now my account has 43.70 Chilean pesos, I do not accumulate my winnings with a bonus

Ayer jugué con 5000 que deposite yo, y retiré dinero en otra cuenta la cual me llegó, pero el dinero que ese día se me restó no me lo devolvieron, ahora mi cuenta tiene 43,70 pesos chilenos, no acúmulo mis ganancias con un bono

Thank you for your reply, Damaris. Could you please post a screenshot of your withdrawal history here in this thread? 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.

Dear Damaris,

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.