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I have been trying to withdraw my funds from the casino for more than a year now. They didn’t pay my money and when I contact customer service they just take my account id and tell me they would send an email to me which I never see.

Hello johnbtc16,

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 since when is your account fully verified? 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?

Looking forward to your answer.

Regards,

Nick

I accumulated the winnings with real money. My account isn’t verified. The casino customer support didn’t tell me I needed to verify my account they just say I would soon receive my withdrawal

Dear Johnbtc16,

I hope you're doing well.

Could you kindly confirm whether you have received any of the previous withdrawals shown in the screenshot you provided? Additionally, have you attempted to use a different payment method for your withdrawals? If possible, it would also be helpful if you could forward the communication between yourself and the casino to nikolas.b@casino.guru. This will assist us in reviewing your case more effectively.

Best regards,

Nick

I didn’t receive any of the previous withdrawals.

Dear johnbtc16,

I hope this message finds you well. I would like to ask for some clarification regarding the screenshot you provided. It indicates that the previous transactions were marked as completed. Could you kindly explain whether these transactions were canceled by you, or was it the casino that took this action?

Additionally, it would be very helpful if you could forward any communication you've had with the casino to nikolas.b@casino.guru. This will allow us to better understand the situation and assist you more effectively.

Thank you for your cooperation, and I look forward to your response.

Kind regards,

Nick

They where all marked red that’s because I cancelled and placed withdrawal again. So they aren’t processed withdrawals.

Thank you johnbtc16 for all the information provided to us so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you.

Hello, johnbtc16,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino team,

Could you please look into the user's issue and provide us with an update on the pending withdrawal?

If I understand the situation correctly, the problem is the player's last pending withdrawal of 14,000 NGN. Can you please provide us with an estimated time frame for processing the payment or what needs to be done on the player's side to expedite the process?

Thank you.

Good afternoon

Dear johnbtc16 , please complete the verification to confirm your identity by contacting the postal address . Send there all the requested information.

Best regards, 1win team.

Добрый день!

Уважаемый johnbtc16, пожалуйста, пройдите верификацию для подтверждения личности, обратившись на почтовый адрес security@1win.social. Пришлите туда всю запрашиваемую информацию.

С уважением, команда 1win.

Dear 1win Casino team,

Thank you for your response.

Please provide the user with clear instructions on what exactly he should send and where exactly.

Thank you.

Good afternoon

We will send an independent request to the email address used for registration. The message will contain instructions.

Best regards, 1win team.

Добрый день!

Мы направим самостоятельный запрос на почту, которая использовалась для регистрации. В сообщении будет указана инструкция.

С уважением, команда 1win.

Thank you for the information.

Dear johnbtc16,

Have you already checked your email inbox? If so, can you follow the casino's instructions and inform us about any progress?

Thank you.

Dear johnbtc16,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will be necessary to follow the casino's instructions and provide us with relevant updates.

Thank you very much, 1win team, for your cooperation.

Best regards,

Branislav, Casino.Guru