1xSlots Casino - Die Gewinne des Spielers wurden noch nicht ausbezahlt.

I've been a casino customer for 5 years. I played on December 4, 2025. I made two withdrawals: one for 300,000 Chilean pesos and another for 1,800,000 Chilean pesos, both to my bank account. After making them, both were approved, but only the 300,000 peso withdrawal was transferred; the 1,800,000 peso withdrawal never went through. After several conversations with customer service, which is terrible, they acknowledge that the withdrawal was approved, but the institution that's supposed to pay me had a problem, and this needs to be analyzed by their specialists. It's been almost a week, and nothing has happened, and I urgently need my money.

Soy cliente del casino hace 5 años . Jugué el 4 de diciembre de 2025. Hice 2 retiros . Uno por 300 mil pesos y otro por 1.800.000 pesos chilenos, ambos a mi cuenta bancaria . Luego de realizarlos ambos fueron aprobados y solo se transfirio el de 300.000 pero el otro 1.800.000 nunca se realizó. Luego de varias conversaciones con el servicio al cliente , que es muy malo . Aceptan que el retiro está aprobado , pero la institución que debe pagarme tuvo un problema , y esto debe ser analizado por sus especialistas . Ya llevan casi 1 semana y nada ha pasado y necesito mi dinero en forma urgente .

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Alejandrob,

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

Good morning!

We apologize for the delay in responding to your inquiry. According to our records, your initial withdrawal request for CLP 1,800,000 was canceled due to technical reasons. However, we see that you subsequently won and withdrew an even larger amount. Perhaps luck was on your side with such an extraordinary prize?

We understand that an initial delay in payments can be frustrating, but there's always a solution, and our support team is ready to help you with whatever you need.

We wish you the best of luck in your next games!

Sincerely, the 1xSlots Team

¡Buenos días!

Lamentamos la demora en responder a su consulta. Según nuestros registros, su solicitud inicial de retiro por un monto de 1.800.000 CLP fue cancelada por razones técnicas. Sin embargo, vemos que posteriormente logró ganar y retirar una cantidad aún mayor. ¿Quizás la suerte quiso premiarlo con un premio tan extraordinario?

Entendemos que un retraso inicial en los pagos puede resultar molesto, pero siempre hay solución, y nuestro equipo de soporte está listo para ayudarle en lo que necesite.

¡Le deseamos mucha suerte en sus próximas partidas!

Atentamente, el equipo de 1xSlots

Dear Alejandrob,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Alejandrob,

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,
Attila
Casino.Guru