Dear Kanchankardam7055,

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 understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

- yes i made a many successful withdrawal in the past

- yes i passed full kyc

- no bonus only my money

??

Thanks for your reply.

Have you provided proof in the form of a bank statement to the casino for investigation of your lost payout?

Yes i provided all my bank statement to casino support and all proof of documents

Thank you very much, Kanchankardam7055, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) 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.

Dear Kanchankardam7055,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Good afternoon

The withdrawal was rejected by the payment system and the funds were returned to the game balance.

We checked the account withdrawal history, and the status of the last procedure is "Successful". The money has been credited to the specified details.

Best regards, 1win team.

Добрый день!

Вывод был отклонен платежной системой и денежные средства вернулись на игровой баланс.

Мы проверили историю вывода с аккаунта, и статус последней процедуры — ?Успешно?. Деньги зачислены на указанные реквизиты.

С уважением, команда 1win.

Thank you, 1win Casino, for the information.

Dear Kanchankardam7055,

Could you tell us if there is any update, please?

Best regards,

Romi

Dear Kanchankardam7055,

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.

Dear all,

Unfortunately, we’re forced to reject this case because Kanchankardam7055 has stopped responding to our messages and questions. Without Kanchankardam7055's cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Respectfully,

Romi