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IN THE DAWN OF APRIL 3RD EXACTLY AT 2:16 AM I MADE A WITHDRAWAL USING THE SPEI METHOD OF 1200 PESOS. I PUT MY NAME, SURNAME, AND MY BANK ACCOUNT NUMBER. I ACCEPT AND THEN I GOT A MESSAGE THAT THEY WOULD VERIFY A CODE THAT THEY SENT ME TO GMAIL AND I VERIFIED IT. THEN IT APPEARED AS AFFIRMED AND IN THE BREAKDOWN SECTION IT APPEARS WITH AN AFFIRMATION CHECK. I CONTACTED SUPPORT SEVERAL OCCASIONS BECAUSE I HAVE NOT RECEIVED THAT MONEY IN MY ACCOUNT AND THEY TELL ME THAT THE MONEY IS ALREADY CREDITED IN MY ACCOUNT, SOMETHING THAT HAS NOT HAPPENED. THEY ASK ME FOR PDF STATEMENTS WITH THESE RECENT DAYS AND MY BANK DOES NOT ALLOW ME TO DO SO ONLY UNTIL THE MONTH PREVIOUSLY THEY SAY THEY CAN'T GIVE ME A SOLUTION IF I DON'T HAVE THOSE DOCUMENTS, BUT I SENT THEM THE ACCOUNT NUMBER TO SEE IF IT MATCHES THE ONE THE MONEY WAS DEPOSITED TO, AND THEY IGNORE IT. ID 100975057

Juanpe89

EN LA MADRUGADA DEL 3 DE ABRIL EXACTAMENTE ALAS 2:16AM HICE URN RETIRO POR EL METODO DE SPEI DE 1200 PESOS PUSE MI NOMBRE APEIDOS Y NUMERO DE MI CUENTA DEL BANCO LE DI ACEPTAR Y LUEGO ME SALIO UN MENSAJE QUE VERIFICARA UN CODIGO QUE ME ENVIARON A GMAIL Y LO VERIFIQUE LUEGO APARECIO COMO AFIRMADO Y EN LA SECCIÓN DE DESGLOSE APARECE CON UNA PALOMITA DE AFIRMACION, ME COMUNIQUE CON SOPORTE VARIAS OCASIONES PORQUE NO E RECIBIDO ESE DINERO EN MI CUENTA Y ME DICEN QUE EL DINERO YA ESTA ACREDITADO EN MI CUENTA ALGO QUE NO A SUCEDIDO ME PIDEN EXTRACTOS EN PDF CON ESTOS DIAS RECIENTES Y MI BANCO NO ME LO PERMITE SOLO HASTA EL MES ANTERIOR DICEN QUE NO ME PUEDEN DAR UNA SOLUCION SI NO TENGO ESOS DOCUMENTOS PERO LES MANDE EL NUMERO DE CUENTA PARA VER SI COINCIDE CON EL MISMO AL QUE SE SE LE DEPOSITO EL DINERO Y HACEN CASO OMISO. ID 100975057

Juanpe89

Dear juanpelopez26,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

OK, I'LL WAIT. THANK YOU VERY MUCH FOR SOON

ESTA BIEN ESPERARÉ MUCHAS GRACIAS POR LO PRONTO

Hello, juanpelopez26!

In order for us to understand this situation and help you in solving the problem, we need a bank account statement, which shows that the funds were not received by you. Unfortunately, without this information the application will not be accepted.

At the moment we can see that no requests have been previously submitted for this situation. Please contact us again in the support chat or support mail. You will need to provide your game account ID and a statement. We will definitely help you in resolving this situation.

Regards, 1win team.

Dear juanpelopez26,

• Has the payout been credited to your bank account since your last post?
• Were you able to submit a bank statement to casino support showing your transactions since your last post?

I HAVE NOT RECEIVED THAT WITHDRAWAL YET AND THE BANK HAS JUST AUTHORIZED ME TO REQUEST IT.

AUN NO RECIBIDO ESE RETIRO Y EN EL BANCO APENAS ME AUTORIZARON QUE YA PUEDO IR A SOLICITARLO

Thanks for your reply.

Please let me know how your interaction with the casino went after you asked them to investigate your missing payout.

I'll await your reply.

I have not received the payment in my account yet and I am waiting for my bank to give me the option to download this month's statement. It is 10 days after the cut-off date and the cut-off date was April 20.

Aun no e recibido el pago en mi cuenta y pues estoy esperando a que mi banco me de la opción de descargar el extracto de este mes según es 10 días después de la fecha de corte y el corte fue el 20 de abril

Were you able to submit April's bank statement to the casino to launch the investigation yet?

Please let me know about any further developments

Yes, I already sent it 3 days ago and they gave me a code, but I still haven't had any response and it doesn't give me the option to speak with an advisor in the chat.

Si ya lo envie hace 3 días y me dieron un codigo pero aún no e tenido ninguna respuesta y no me da la opción d hablar con algún asesor en el chat

I was able to contact support but they tell me that there is still no news with my request because other verifications were added.

Ya pude contactar con soporte pero me dicen que aún no hay novedad con mi solicitud que porque se agregaron otras verificaciones

Three days ago I was told the funds would be reflected in my account within 48 hours, but even longer than that. Today I was told the funds had been successfully transferred to my account, something that hasn't happened, and it seems they're going to try to repeat the same operation they did a month ago.

Hace 3 días me dijeron que los fondos se reflejarían en mi cuenta en un lapso de 48 horas y ya a pasado más tiempo, hoy me dijeron que los fondos se habían transferido con éxito a mi cuenta algo que no ha sucedido y al parecer van a querer hacer la misma operación que hace un mes.

They are asking me for another extra again, again the same situation as at the beginning

Me están pidiendo de nuevo otro extrato, de nuevo la misma situación que al principio

Apparently nothing can be fixed with support.

al parecer no se puede arreglar nada con los de soporte

Dear juanpelopez26,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful.

Please keep me informed about any further developments.

I don't think that money is deposited into my account. They are asking me for another statement and they can't send me the transaction ID or anything that proves that they really deposited it. As Radka said, the best way to solve the problem is to check if they supposedly sent the funds to my account. They don't have to deny me anything that proves it.

No creo que ese dinero se deposite en mi cuenta me están pidiendo otro extracto y ellos no pueden enviarme el ID de transacción o o algo que compruebe que de verdad lo depositaron, como dijo Radka la mejor manera de terminar el problema es comprobando si supuestamente mandaron los fondos a mi cuenta no tiene porque negarme algo que lo compruebe

Thank you very much, juanpelopez26, for providing the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear juanpelopez26,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thanks Jana

Gracias Jana

Hello, juanpelopez26!

Specialists have processed your request and returned the funds to your game account.

Please repeat the operation when you have an opportunity and wait for the crediting of funds. You will definitely succeed. We apologize for any inconvenience. 

Sincerely, 1win team.

OK THANKS

DE ACUERDO GRACIAS

Dear juanpelopez26,

please keep us updated of any new development.

I played a little with the money that was refunded to my account and made a couple of withdrawals to another account I have with another bank and quickly received the funds. Many thanks to everyone who helped me in this process of almost two months, Jana, Tomás, Radka, thanks to everyone at Casino Guru who offers their help to solve the problems of others.

Jugué un poco con el dinero que me reembolsaron a mi cuenta he hice un par de retiros a otra cuenta que tengo de otro banco y rápido recibí los fondos, muchas gracias a todos los que me ayudaron en este proceso de casi dos meses, Jana, Tomás, Radka gracias a todos de casino guru que brindan su ayuda para solucionar la problemática de los demas

Dear juanpelopez26,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru