1win Casino - Оттеглянето на играча се забавя.

I entered the site without any problems.

I made a deposit of 10 euros in less than two minutes. I played and made a good amount of money, now I want to withdraw it and actions are always declined

Entrei no site sem problemas nenhum

Fiz um deposito de 10 euros em menos de dois minutos. Joguei e fiz uma boa quantia de dinheiro, agora quero retira lo e as ações sao sempre recusadas

Hello jpmteixeira7,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello

Yes my account has been verified for more or less 4 days, my earnings were with real money, I have been talking to their support every day with them about money but they always say that on their part there is no restriction

Ola

Sim a minha conta ja esta verificada mais ou menos a 4 dias, os meus ganhos foram com dinheiro real, tenho falado com o apoio deles todos os dias com eles em relação ao dinheiro mas dizem sempre que da parte deles nao ha nenhuma restrição

Hello jpmteixeira7,

If it's been less then a week I would definitely just recommend to wait only. As I mentioned above, it can take up to 14 days. Be sure to keep us updated as if it wouldn't arrive within the 2 weeks time frame, we will try to intervene.

I've already tried to withdraw the money again and it's been on hold for 3 days.

But I'll wait and keep you posted

Ja tentei retirar o dinheiro outra vez e esta a 3 dias em espera.

Mas eu vou esperar e mantendo vos informados

I've already tried to withdraw the money again and it's been on hold for 6 days.

But I'll wait and keep you posted

Ja tentei retirar o dinheiro outra vez e esta a 6 dias em espera.

Mas eu vou esperar e mantendo vos informados

Hello  jpmteixeira7,

Could you please advise what is the status of the payment? If it is still pending or was canceled, we will definitely try to intervene.

Good Morning

Withdrawal was pending another 10 days, but has already been canceled again

Bom dia

A retirada ficou mais 10 dias pendente, mas ja foi cancelada outra vez

Thank you jpmteixeira7 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I thank. Good job

Best regards

Agradeço. Bom trabalho

Com os melhores cumprimentos

Hi jpmteixeira7,

I've just reviewed your case and fully understand your concerns. In order to help you, I'll contact the casino.

I'd like to invite a representative from 1win Casino to join this conversation and participate in the resolution of the complaint. Could you provide us with more information regarding the case? Are there any specific reasons for the player's withdrawal requests to be canceled?

Regards,

Natalia

Good afternoon . As far as I know there is no reason for the withdrawal not to be processed

boa tarde . que eu saibas nao ha razoes para o levantamento nao ser processado

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’.

I would like to know why so many transactions are denied

eu gostaria de saber o porquê de tantas transacções negadas

Good afternoon! 

Specialists have checked the history of withdrawal from your account. Earlier your withdrawals were rejected and the money was automatically returned to the gaming account. 

On the part of 1win there are no restrictions on the withdrawal for your account. The withdrawal is rejected by the payment system which processes internet transactions. If the withdrawal is rejected, we recommend to use another payment system or retry until the funds are successfully transferred. 

You can also try to withdraw to other details (bank card or e-wallet) which belong to you as a user. 

The last withdrawal on the account is in the status of "Successfully", the funds were credited to the details you specified. 

Please clarify, whether you have any difficulties in using our site at the moment?

With respect, the team 1win.

Dear 1win team, thank you very much for your reply. Maybe you could also recommend which specific payment methods the player can you so the payout wouldn't be canceled?

Dear jpmteixeira7, can you please inform us if you have already tried to request a withdrawal via any other payment method?

Regards,

Natalia

Dear jpmteixeira7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we haven't received any response from the player in a while so we cannot continue resolving their complaint and I'm forced to reject it. The player can request to reopen the complaint at any time.