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On June 26, two withdrawals were rejected, apparently due to banking issues, even though I had made other withdrawals to virtual accounts without any problems. I spoke with support, and they told me that the funds would be returned immediately. However, more than 24 hours have passed, and I have not received anything back yet.

El día 26 de junio dos retiros fueron rechazados aparentemente por temas del banco, ya que había hecho otros a cuentas virtuales y no tuve problemas. He hablado con soporte y me dicen que se devuelven de inmediato, sin embargo aún pasada las 24 horas no he recibido nada de vuelta

Dear angelaklara74,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly why your balance disappeared?
• Was there any gaming activity on your casino account while you were waiting for your withdrawals to be processed?
• Could you please share your communication with the casino in which you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear angelaklara74,

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.