Hello i just won on this casino since 1 week and i tried to get my wins by cryptocurrency but my withdraws are pending since 1 week, i tried to contact them by mail but nothing since 1 week

Dear Moustafa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Kristina

When i asked the casino to approve my withdraws they told me to send them an email, since 1 week they never reply me, i told them yesterday if i dont have reply within 24 hours i will open complaint here, they promise me to respond and check my case in priority, they never respond lol

I fully understand your frustration, Moustafa. However, we always give the casino two full weeks to process each payment. If there’s no development by the end of this time frame, we will intervene. Let’s stay positive and hope for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Moustafa,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

I submited ID and other things to the casino and they reply this :

Hello!

Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)

Best regards.

Thank you for your reply, Moustafa. Have you made any successful withdrawals before? Could you please advise if you have provided all the necessary documents to verify your identity?

when i opened the account i will be able to withdraw 300€~ and yes i submited my documents always no reply

Could you please clarify when exactly you provided your documents? Also, have you accumulated your winnings with or without an active bonus?

Passport, selfie holding passport, bill, credit card used for deposit, wins without bonus

Please note that I would like to know when exactly you provided the required documents. Furthermore, could you please indicate what is the current status of your withdrawal request? Is it still marked as pending in your account?

3 may 2022 i submited documents and status indicate in pending

Thank you very much Moustafa for your cooperation so far. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Moustafa,

I will assist you with the complaint from now on. I would like to ask the representatives of 1win Casino to join the discussion in order to help us resolve the issue with pending withdrawal.

1win Casino, could you clarify whether you require additional documents from Moustafa for verification? Are the submitted documents in order? When can Moustafa expect the withdrawal request to be processed?

Hello!

Requested additional information for verification. The player needs to send additional data to our postal address for verification.

Sincerely, 1win team!

Здравствуйте!

Запросили дополнительные данные для проведения проверки. Игроку необходимо прислать дополнительные данные на наш почтовый адрес для прохождения верификации.

С уважением, команда 1win!

lol it's a joke i already send all data you asked me, you don't send me any email since i send them so give my wins here a screenshot :

lol they ask me more information, i submited them right now, please pay me now. here screenshot

Hello all,

thanks for the reply to 1win casino.

1win casino,

It seems quite prohibitive and time-intensive to require documents to be sent via post without explanation.

Why do you require documents to be sent to the postal address? Have you exhausted ways to complete the verification via online means?

What the casino reply to me :

and when i try to withdrawal my wins to tether its declined :

Hello all,

Thanks, Moustafa, for the update.

1win casino,

what is causing the withdrawals to be rejected? Please provide us with an explanation and advise how this issue can be resolved. Much appreciated!

Hello!

Thanks for your feedback!

Verification on your game account has been successfully completed.

Specialists have checked the withdrawal history from your account, and the status of the last procedure is "Successful". The money was fully credited to the details you specified.

Sincerely, 1win team.

Здравствуйте!

Спасибо за Ваш отзыв!

Верификация на Вашем игровом аккаунте была успешно завершена.

Специалисты проверили историю вывода с Вашего аккаунта, и статус последней процедуры — ?Успешно?. Деньги в полном объеме были зачислены на указанные Вами реквизиты.

С Уважением, команда 1win.

Hello all,

Thanks for the reply to 1win Casino.

Moustafa,

Have you received your money from the casino yet? Do you consider your issue resolved?

Awesome news, Moustafa! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.