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Good evening. I come to register my indignation with the 1win site. We've always had a good relationship, however, for almost 3 weeks I've been trying to make withdrawals, and both are always rejected, finally, I left a few more pending, which never went to processing. All the chat can say is that I will receive it soon. 3 weeks ago? When will be this?

Boa Noite. Venho deixar registrado minha indignação com o site 1win. Sempre tivemos um bom relacionamento, no entanto, a quase 3 semanas venho tentando fazer retiradas, e ambas são sempre rejeitadas, por fim, deixei mais algumas pendentes, que nunca foram para processamento. Tudo que o chat, sabe dizer, é que logo receberei. Há 3 semanas? Quando será isso?

Dear kcmvds,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello.

Yes, payment remains unprocessed after days of request.

The first time, 3 weeks ago, it was pending and after 6 days the withdrawal was canceled, I requested it again, it is still pending, and with chances according to the history, it will be canceled again. When talking to the chat, they do not know how to clearly answer the reason for the chargeback

Olá.

Sim, o pagamento segue sem processamento após dias de solicitado.

A primeira vez, a 3 semanas, ficou pendente e após 6 dias o levantamento foi cancelado, solicitei novamente, o mesmo segue pendente, e com chances de acordo com o histórico, que será cancelado novamente. Ao falar com o chat, não sabem responder claramente o motivo do estorno

Thank you very much, kcmvds, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 1win Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello kcmvds

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Please bear in mind that 1win Casino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints, we keep on trying.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide some information regarding the long delay of the player's withdrawal?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear kcmvds

We have received some hints that your winnings have come from Sports betting, can you please specify if you have played/wagered and won the funds from Sports Betting or Casino games?

Best regards,

Michal

Good Morning.

Sorry, my winnings are from sports betting yes, does it make any difference?!

As for the website

Bom Diiia.

Perdão, meus ganhos são de apostas esportivas sim, faz alguma diferença?!

Quanto ao site

Dear kcmvds

Thank you very much for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you since we don’t have a branch dealing with sports betting complaints yet. We are dealing only with Casino games-related complaints. 1win Casino has indicated that there is a suspicion on the usage of illegal software, but at the moment, we are not able to have enough insight to take on this kind of dispute or judge it appropriately. We are forced to reject your complaint in the end. We really wish We were of more help.

Please do not hesitate to contact us if you run into any issues with any other casino in the future.

I contacted the casino requesting more information and will continue our communication via emails.

We rejected this complaint as it was sports betting related.