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Hello, my account has been blocked and I have a pending withdrawal that was made on Sunday, December 24th. It was supposed to take 48 hours but that time has already passed and I still haven't received my money. The account was even blocked on December 25th. I have tried reaching out via email but have not received any responses.

Hola buenas me bloquearon la cuenta tengo un retiro pendiente que se llevó acabo el día domingo 24 de diciembre y según que se demoraba 48 horas y ya ha pasado ese tiempo y no ha llegado mi dinero incluso cuando el 25 de diciembre me bloquearon. La cuenta me he comunicado por correo electrónico y no hay respuestas

Dear velasandres04,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player in the casino and whether you completed account verification?
• What games did you play to accumulate your current balance on the website? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of bonuses? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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I apologize for the delayed response.

I am afraid I don't understand precisely the situation. Who created the account and who deposited funds to the account? Who had access to the casino account after it was registered?

Could you please send me screenshots of the telegram correspondence? You can post screenshots here, alternatively send the information to my email at tomas@casino.guru

I'll await your response.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear velasandres04,

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.

I created the account and deposited 500,000 Colombian pesos and increased it to 650,000 and withdrew 500,000 but after 5 days they blocked me and until now they have not responded to my email and I have not received the withdrawal through astropay either.

Yo cree la cuenta y deposite 500000 pesos colombianos y aumente hasta 650000 y retire 500000 pero luego de 5 días me bloquearon y hasta ahora no me responden el correo y tampoco me llega el retiro por astropay

I apologize for any misunderstanding.

• Could you please send me the chat transcript of the telegram correspondence or other correspondence you have between you and the casino?
• Could you please explain if you accepted and activated any bonuses on your casino account?
• Please share the information here or send it to my email at tomas@casino.guru

Dear velasandres04,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.