1win Casino - Игрок еще не получил свой выигрыш.

Hello, first of all, thank you very much for your attention!

Well, I started playing at the 1win casino more than 1 month ago, everything was practically fine, I always topped up my balance with the same Mercado Pago account, and always withdrew using the same method, via cryptocurrency to my Bitso account. Nobody else had access to these!

Then, all of a sudden I started winning 3 or 4 days in a row, small amounts, but I was winning, and always withdrew with the same accounts. I requested a withdrawal of 11187 pesos, it took 4 days and my withdrawal was cancelled. Now it won't let me withdraw the balance from my account which has $40.000 Argentine pesos. I communicate with the operators and always get the same response. I send emails and get no replies, I am beginning to believe they are scammers. To top up the balance is quick, but when it comes to paying out winnings it is delay after delay

Hola, primero que nada muchas gracias por su atención!

Bueno yo comencé a jugar en el casino 1win hace más de 1 mes, iba prácticamente todo normal, siempre recargaba mí saldo con la misma cuenta de mercado pago, y siempre retiraba por el mismo método, por criptomoneda a mí cuenta de bitso, nadie más que yo tenía acceso a ellas!

Y de la nada, de un día para otro empecé a ganar 3 o 4 días seguidos, poco monto pero ganaba, y retiraba siempre con las mismas cuentas, y pedí un retiro de 11187 pesos, y tardo 4 días y me fue cancelado el retiro, y ahora no me deja retirar el saldo dei cuenta, la cuál cuenta con $40.000 pesos argentinos, y hablo con los operadores y siempre dicen lo mismo, envío correos y nada que responden, empiezo a creer que son estafadores, para recargar saldo es rápido, ah pero cuando deben pagar las ganancias están demora y demora

Dear Dylansito101,

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, no, the casino itself rejects my withdrawals, and when I talk to the operators they say that there are problems with my account, which is not real.

Hola no, el casino mismo me rechaza los retiros, y cuando hablo con los operadores dicen que hay problemas con mí cuenta cosa que no es real

Hello, could you respond?

Hola podrían responder

Please I really need help

Por favor necesito ayuda realmente

Thank you for your reply, Dylansito101. When did you make the last successful withdrawal, please? If possible, please post a screenshot of your withdrawal history here.

Moreover, could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

As you will see, the last successful withdrawal was on October 14, from there all my withdrawals are cancelled, and yes, I passed the verification and I accumulated my profits without any bonus

como verán el último retiro exitoso fue el 14 de octubre, desde allí todos mis retiros son cancelados, y si, pase la verificación y eh acumulado mis ganancias sin ningún bono

Are they going to respond?

Van a responder?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I have already sent the information to your email, just in case you have any questions, I will leave it here

Hola ya eh enviado la información a su correo por las dudas lo dejo aqui

Thank you very much, Dylansito101, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Well then what is going to happen? When are they going to contact me?

Pues entonces que va a pasar? Cuando se van a contactar conmigo

Hello there,

Thank you Dylansito101 for providing us with all the information. I hope we'll be able to resolve this issue together. We will now contact the casino.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is the withdrawal being cancelled and what can we do to help resolve this issue.

Thank you!

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.

Best regards, 1win team.

Добрый день!

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Dear 1win Casino Team, could you please provide me with evidence of fraudulent activity to my email?(peter.c@casino.guru)

Thank you in advance!

Good afternoon

Sent evidence by email. Look here please

Best regards, 1win team.

Добрый день!

Отправили доказательства на электронный адрес. Посмотрите, пожалуйста

С уважением, команда 1win.

Thank you for providing the evidence 1win Casino Team.

Dear Dylansito101, unfortunately from the evidence we were provided with, the payment option you used was used by multiple accounts which violates the casino's terms and conditions. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.