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I repeatedly tried to withdraw the money from my account. I chose to withdraw through Visa, local banks, and my last try with cryptocurrency, and the money is always returned to my account.

Only once I was able to withdraw through Visa, an amount of $30.

But after a few weeks I wanted to make another withdrawal, and it was always rejected

I have written to your online support, asking if I need to do some kind of Document Verification, but they tell me that my account does not need any kind of verification.

I hope can help me, thank you.

Dear DiegoVB,

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 clarify when exactly you made the last successful withdrawal and how many days did it take to be processed? Do I understand correctly that you have not passed the verification so far?

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

The last and only successful withdrawal you can make was on 02/17/2023. The money arrived within hours to my debit card.

I have not used any type of Bonus.

I have sent emails to 1win support, a couple of weeks ago, but never got a response from them.

Thanks for your help.

I have kept trying to withdraw my money, but I have not been successful.

I try to make withdrawals by Visa, but everything is rejected.

I hope you can help me.

Thank you very much, DiegoVB, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, DiegoVB!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good afternoon

There are no restrictions on the account, we see that on May 11 the transaction was successful.

The withdrawals were rejected due to an error on the side of the payment system.

Please try to make the operation again, we recommend choosing not a bank card, but a crypto wallet.

We apologize for the inconvenience caused.

Sincerely, 1win team.

Добрый день!

Каких-либо ограничений на аккаунте нет, мы видим, что 11 мая транзакция была успешна.

Выводы были отклонены из-за ошибки на стороне платежной системы.

Попробуйте, пожалуйста, совершить операцию повторно, рекомендуем выбрать не банковскую карту, а криптокошелек.

Приносим извинения за предоставленные неудобства.

С уважением, команда 1win.

1win team, thank you for your response!

DiegoVB, please, try to withdraw once more according to the casino request - to the crypto wallet and let us know here if it works!

Hi, indeed, yesterday I was able to withdraw $15 through the crypto USDT, I will try to withdraw through Visa now, if I cannot, withdraw again through crypto.

I already told you

Hola efectivamente el dia de ayer pude retirar 15$ por medio de la crypto USDT, intentare retirar por Visa ahora, de no poder, retirar nuevamente por medio de crypto.

Ya les comento

I have already been able to make the withdrawal successfully, using the cryptos wallet

Ya he podido realizar el retiro satisfactoriamente, usando la wallet de cryptos

DiegoVB, have you received all your funds?

Yes, I already received all my funds, the case can be closed

Si, ya recibi todos mis fondos, el caso puede ser cerrado

Dear DiegoVB,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team