1win Casino - Die Rücknahme des Spielers hat sich verzögert.

Hello, good afternoon. I'm contacting you because the 1win casino has been holding a withdrawal of 1,000,000 (currency unspecified) for 21 days. I've already filed a claim through their platform, and they keep responding that it will be resolved in the order it was received or that the provider isn't responding. I have the receipts.

Hola buenas tardes me contacto con ustedes por que el casino 1win hace 21 dias tiene retenido un retiro de un premio que gane, por el monto de 1.000.000, ya inicie el reclamo por la plataforma y me viene respondiendo siempre que lo van a resolver por orden de llegada o que el proveedor no responde. Dispongo de los comprobantes

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Dear Diego451,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning, I'm answering your questions and taking this opportunity to correct something; the claim is for 1,000,000.

If I had already made successful claims before and after this withdrawal.

I don't know about the verification, I don't know what it is, but they've been verifying for 21 days and supposedly it depends on a supplier.

There was no active bonus

Buenos dias respondo a su preguntas y aprovecho para corregir algo, el reclamo es por 1.000.000.

Si ya habia hecho reclamos exitosos con anterioridad y despues de este retiro.

Desconosco lo de la verificacion, no se que es, pero hace 21 dias estan verificando y supuestamente depende de un proveedor.

No habia bono activo

I've attached this recent conversation; they change the version of the complaint every day.

Adjunto esta conversacion reciente, todos los dias me cambian las versiones del reclamo

Thank you for your reply, Diego451. Could you please clarify when exactly you made the last successful withdrawal and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hi, my last successful withdrawal was on July 9, 2026 at 6:02 PM. The payment method I used was Mercado Pago, which I always use. Now they've told me my case was resolved successfully, but the money hasn't been credited to my account, and they're asking for another bank statement. It's like starting all over again. 1Win support is giving me inconsistent answers or not answering my questions at all.

Hola que tal, el ultimo retiro exitoso fue el 09/07/2026 a las 18:02, el metodo elegido fue mercado pago, fue el mismo, siempre utilizo ese. Ahora me respondieron que mi caso fue resuelto con exito pero no me acreditaron el dinero en la cuenta, y me vuelven a pedir un extracto bancario. Osea es volver a empezar, los de sorporte de 1win me responden de forma incoherente o directamente ni responden a lo que pregunto.

I've attached more screenshots so you can see that I'm sending everything you requested. This is what it looks like now.

Anexo mas capturas, para que vean que envio todo lo que solicitan, esto es ahora

Dear Diego451,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Endri (endri.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Diego451,

My name is Endri, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Endri

Hello. Thank you for reaching out regarding the issue with your withdrawal of 1,000,000. We understand how frustrating it can be to have your funds held for an extended period.

Your claim has been noted, and we acknowledge that you have already filed a complaint through our platform. We will look into your case and ensure it is prioritized for resolution.

Please allow us some time to investigate this matter further. If you have any additional information or receipts that you would like to share, feel free to provide them. We appreciate your patience as we work to resolve this issue.

You (1win) shouldn't have to provide the receipts since you insist the money was deposited into my account. Please provide the transfer receipt with the corresponding transaction code.

Los comprobantes no deberian aportarlos, ustedes (1win) dado que insisten en que el dinero fue depositado en mi cuenta. Comprobante de transferencia con el codigo de transaccion correspondiente.

Hello 1win Casino,

Three days ago you acknowledged that the claim has been noted and that the case will be investigated and prioritized. Please provide a specific status and an expected completion date for the investigation, and set out exactly what the issue is.

Dear Diego451,

I understand how much is still tied up here, and I won't close this case while any of it remains with the casino. The case stays open until you receive the full amount of money. If you have any additional information or are willing to share the receipts for a faster resolution of the case, please do so.

Best regards,

Endri

Hello!

Specialists need more time to resolve your request.

Your request is under increased control.

Hello 1win Casino,

Thank you for the reply. However, this is the same general information I have already received a week ago, and it does not provide a clear status of the investigation.

As the case has already been under review for several days, could you please provide a specific status and an expected completion date for this investigation?

Hello!

I understand your frustration regarding the withdrawal delays. However, the latest update indicates that your withdrawal was returned to your gaming balance, and the last withdrawal on your account was successful.To assist you further, please check your gaming balance to confirm the status. If you need any more help or clarification, feel free to ask!

Dear Diego451,

The casino claims that the last withdrawal was issued to you successfully.

Could you please confirm this for me and as well inform to us what is the amount left for withdrawals?

Bear in mind that this complaint will stay opened with us until a confirmation from you that you have received the full amount is provided.

Dear Diego451,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Endri
Casino.Guru