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Good morning, I made a withdrawal request and more than 10 days have passed and I still haven't received the amount requested, I kindly ask for the help of the Casino Guru collaborators to intervene in this matter, maybe I can be successful in receiving it. Thank you!

Bom dia, fiz um pedido de saque e já se passaram mais de 10 dias e ainda não recebi o valor solicitado, peço por gentileza a ajuda dos colaboradores do Casino Guru para intervir nessa questão, quem sabe assim posso ter sucesso em receber. Obrigado!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Attila

Hello, the withdrawal was made on 3/03, the 14 days have passed, I checked directly on the site. I'm still betting on Black Jack, but I'd like to receive my withdrawal.

Ola, o saque foi realizado dia 3/03 já passou-se os 14 dias, realizei a verificação direto no site. Continuo fazendo aposta em Black Jack, mas gostaria de receber meu saque.

Dear player, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Hello, the withdrawal request has been pending since March 3rd. I didn't use the bonus and I did the verification on the website requested by 1win.

Olá, o pedido de saque continua pendente desde o dia 3 de março. Não usei bônus e fiz a verificação pelo site que é solicitado pela 1win.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Ramon728,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello!

We understand your concern regarding the delay. To finish your withdrawal, you need to complete the verification process. Until it is finished, withdrawals are temporarily suspended on the account. Please contact our security team at security@1win.social to complete the verification.

Once the process is finished, you will receive an official notification to your email, and access to withdrawals will be restored.

Hello everyone, thanks for the replies. I've just finished checking, here's the printout. I look forward to resolving the case. Thank you

Olá a todos, grato pelas respostas. Acabei de concluir a verificação, segue o print. Fico no aguardo da resolução do caso. Obrigado

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ramon728,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia