Hello Guru team, I need your help as I have a pending withdrawal at 1Win from 12 days ago. The customer service just tells me to communicate via email, which I have already done twice, but no response. The live chat essentially tells me to only communicate through email.

I withdrew $10,000 in BTC but have not yet received it.

I've sent all the documentation they requested to verify my account, but still no response.

I didn't accept or enter any bonuses.

I need your help immediately.

Best Regards!

Hola equipo de guru, solicito su ayuda ya que tengo un retiro pendiente en 1Win hace 12 días, en antencion al cliente solamente me dicen que me comuniqué por correo cosa que ya hice en 2 ocasiones, no me dan respuesta. El chat en vivo en resumen me dice que solamente es por correo.

Retire $10,000 en BTC pero todavía no lo recibí

Envíe toda la documentación que solicitan para verificar mi cuenta todavía no recibo respuesta,

no acepte ni ingrese algún bonus.

Ocupo su pronta ayuda

Saludos!

Dear AbdelH,

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,
Complaints Resolution Center

Hello, I sent everything necessary, already to

today are 12 days I will wait the remaining 2 days thanks

Hola, yo envíe todo lo necesario, ya al

dia de hoy son 12 días esperare los 2 días restante gracias

Dear AbdelH,

Have you received your withdrawal from the casino yet?

Hello Kristina, I have not received the withdrawal, nor have I received a response from the casino.

Hola Kristina no he recibido el retiro, ni tampoco he tenido respuesta por parte del casino.

Hello! guru team,

I am writing to inform you that to date the 1Win casino has not responded to any of my emails and the waiting date that they request for my case has passed, I would like you to help me with this situation since the live chat as it is I mentioned earlier they say it's by mail. I hope your prompt help

Hola! equipo Guru,

Les escribo para informarles que hasta le fecha el casino 1Win no ha respondido a ninguno de mis correos ya la fecha de espera que ellos piden por mi caso ya paso, me gustaría que me ayuden con esta situación ya que el el chat en vivo como lo mencioné anteriormente dicen que es por correo. espero su pronta ayuda

Here I attach proof of the emails I sent to the casino " I request that this message be private since I will upload images of my email with my name "

I try to upload more images but they exceed the 5MB allowed per image

Aquí adjunto prueba de los correos que envíe al casino " Solicito que este mensaje sea privado ya que subiré imágenes de mi correo con mi nombre "

Intento subir más imágenes pero sobrepasan los 5MB permitidos por imagen

Hello again casino Guru I already did everything in my power I take care of your help so that this can be resolved as soon as possible I attach images

The days of waiting have passed, and today I have 17 days to make the withdrawal, and 17 days to send all the documents to be verified. Unfortunately I still have not received an answer from Casino1Win

I tried to send the documents this way but the maximum is only 5MB since I can't send them here.

I request your prompt help Casino Guru.

Thank you very much in advance

Please make these images private

Hola de nuevo casino Guru ya hice todo lo que esta en mis manos ocupo de su ayuda para que esto pueda Resolverse lo antes posible adjunto imágenes

ya pasaron los días de espera al día de hoy tengo 17 días que hice el retiro, y 17 días que envíe todos los documentos para que sean verificados. Lamentablemente todavía no he recibido repuesta de parte del Casino1Win

Intente enviar los documentos por esta vía pero solamente el Máximo es de 5MB ya que no puedo enviarlos por acá.

Solicito su pronta ayuda Casino Guru.

muchas Gracias de ante mano

Porfavor poner estas imágenes en privado

Thank you for your reply, AbdelH. Have you made any successful withdrawals before? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Hello Kristina,

1-I have not made a withdrawal before.

2- Documents sent, Identity card, Selfie holding my ID from both sides, Public receipt, Image of the card you use in the casino, all images were sent on July 17, 2023 in the highest possible quality.

3- I have provided all the documents in the correct format

Hola Kristina,

1-No he realizado retiro antes.

2- Documentos enviados, Cédula de identidad, Selfie sosteniendo mi ID de ambos lados, Recibo público, Imagen de la tarjeta que utilice en el casino, todas las imágenes fueron enviadas en 17 de julio del 2023 en la mayor calidad posible.

3- He proporcionado todos los documentos en formato correcto

Thank you very much, AbdelH, for your cooperation. I will now transfer your complaint to my colleague Pavel ([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.  

Hello, AbdelH!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good afternoon.

The verification period on our platform is 14-30 days. On July 17, the player submitted the documents and received a letter with a notification of the verification deadlines.

The complaint was sent prematurely, the deadlines were not violated, the decision will be provided in the near future.

Sincerely, 1win team.

Добрый день.

Срок верификации на нашей платформе составляет 14-30 дней. 17 июля игрок предоставил документы и получил письмо с уведомлением о сроках верификации.

Жалоба отправлена преждевременно, сроки нарушены не были, решение будет предоставлено в ближайшее время.

С уважением, команда 1win.

Thank you for your response, 1Win Team!

AbdelH, I will set a timer for 8 more days, that is when 30 days from the acceptance of documents expire. If there will not be a response on your verification then we will ask the casino to provide details on the issue. If you will have your documents verified before the timer expires, please, let us know.

Hello, thank you very much for your help, I will be waiting for the waiting time, I hope my problem is solved.

Hola, muchas gracias por su ayuda, estaré pendiente al tiempo de espera, espero se resuelva mi problema.

Hello Guru Team and 1Win Team

I managed to make 2 withdrawals of $5000 each without any problem.

I still have not received an email that my account is verified but 1Win has allowed me to make my withdrawal without any problem

"THE FIRST WITHDRAWAL DID NOT TAKE 3 MINUTES TO BE EFFECTIVE"

SUMMARY:

1Win if it is a good casino if it has a little delay at the time of verification but apparently it is something that they take very seriously it is also something that is in their terms and conditions that everyone accepts but does not read them, but apart from That a 9/10 to the casino, it is one of the most complete casinos that I have seen.

Something to improve at 1Win: first of all why 9/10 and not 10/10? The casino does not respond to emails while they are in the verification process, ideally the security team would respond at least by saying that they still you are in said verification process, oh any response to the player that I assure you that with that the casino improves a 10/10

Thanking the Guru team for their great help thanks Kristina, thanks Pavel

There are other players who are going through the same thing that happens, the only thing I can tell them is to be patient, because if they did not violate any casino rule, the casino does pay

Thank you 1Win team

Attached image of withdrawals

Hola Equipo Guru y Equipo 1Win

Logre hacer el retiro 2 retiros de $5000 cada uno sin ningún problema.

todavía no me ha llegado correo de que mi cuenta está verificada pero 1Win me ha permitido hacer mi retiro sin ningún problema

" EL PRIMERO RETIRO NO DEMORO NI 3 MINUTOS EN HACERSE EFECTIVO "

RESUMEN:

1Win si es un buen casino si tiene un peque?o atraso ha la hora de verificación pero al parecer es algo que ellos se toman muy en serio también es algo que está en sus términos y condiciones que todo mundo acepta pero no las lee, pero aparte de eso uno 9/10 al casino, es unos de los casinos más completo que he logrado ver.

Algo para mejorar en 1Win: antes que todo por qué 9/10 y no un 10/10, Por parte del casino no responden los correos mientras están en proceso de verificación lo ideal sería que el equipo de seguridad respondiera por lo menos diciendo que todavía estás en dicho proceso de verificación, oh alguna respuesta al jugador que les aseguro que con eso el casino mejora un 10/10

Agradeciendo al equipo de Guru por su gran ayuda gracias Kristina, Gracias Pavel

Ha otros jugadores que están pasando por lo mismo que pase lo único que les puedo decir es que tengan paciencia que si no violaron alguna regla de casino el casino si paga

Gracias equipo 1Win

Adjunto imagen de retiros

AbdelH, have you also received your funds to your wallet/account?

Hello dear Pavel, I have received my wallet very quickly after making the withdrawals in the way that I explained before.

Thank you very much Pavel very grateful for your help my complaint is resolved

The only thing I still receive is that my account is verified, but if they let me withdraw, why is it already verified?

Hola estimado Pavel, si he recibido ha mi billetera de una manera muy rápida luego de hacer los retiros de la forma que explique antes.

Muchas gracias Pavel muy agradecido con tu ayuda mi queja está resuelta

lo único que recibo todavía correo de que mi cuenta está verificada pero si me dejaron retirar es que por qué ya lo está.

If I understood you correctly, you have not received an e-mail stating that your account is verified. It is possible that the verification has already been finished, so you could withdraw your funds, but the e-mail has not been sent, so, maybe, it will arrive later.

Dear AbdelH,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team

It's correct Pavel, you understood correctly, I haven't received the email, thank you very much Pavel, thank you very much Kristina and all the Guru team.

Es correcto Pavel entendistes bien no he recibido el correo, Muchas gracias Pavel,muchas gracias Kristina y todo el equipo Guru.