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1win refuses to pay my withdrawal after verification has been completed

I am filing a formal complaint against 1win about an unpaid withdrawal of R$1,750.00.

After making a profit on the platform, I requested the withdrawal and was instructed to carry out identity verification.) I sent all the documents requested and my account was fully verified and approved.

Despite successfully completing the verification and meeting all the requirements, my withdrawal has still not been processed. I contacted support several times and was clearly informed that the problem would be resolved within 24 hours, but this deadline was missed and the payment was not made.

Since then, I have only received generic replies saying that the withdrawal is "under verification", without any clear explanation, valid reason or payment deadline.

There are no pending issues on my account, and I have complied with all the platform's verification rules and procedures. This continuous delay is extremely worrying and gives the impression that the company is intentionally withholding my funds.

I request the help of Casino Guru to mediate this case and help me receive the immediate release of my withdrawal.

1win se recusa a pagar meu saque após verificação concluída

Estou registrando uma reclamação formal contra a 1win sobre um saque não pago no valor de R$ 1.750,00.

Após obter ganhos na plataforma, solicitei o saque e fui instruída a realizar a verificação de identidade ). Enviei todos os documentos solicitados e minha conta foi totalmente verificada e aprovada.

Apesar de ter concluído a verificação com sucesso e cumprido todos os requisitos, meu saque ainda não foi processado. Entrei em contato diversas vezes com o suporte e fui informada claramente de que o problema seria resolvido em 24 horas, porém esse prazo foi descumprido e o pagamento não foi realizado.

Desde então, tenho recebido apenas respostas genéricas dizendo que o saque está "em verificação", sem qualquer explicação clara, motivo válido ou prazo de pagamento.

Não existe nenhuma pendência na minha conta, e cumpri todas as regras e procedimentos de verificação da plataforma. Esse atraso contínuo é extremamente preocupante e passa a impressão de que a empresa está retendo meus fundos intencionalmente.

Solicito a ajuda do Casino Guru para mediar este caso e me auxiliar a receber a liberação imediata do meu saque.

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 Ohanat,

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

I only get replies like this, and nothing is resolved.

Só recebo respostas assim, e nada é resolvido.

Good morning!

I've already sent several messages, and now support isn't even giving me a deadline. It just tells me to wait. Now it's up to 30 days

Bom dia!

deixando aqui falta de respeito que está acontecendo comigo, eu já mandei várias mensagens, agora nem prazo o suporte está me dando mais. Só manda eu aguardar. Agora passou para até 30 dias

Dear Ohanat,

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.

It hasn't been resolved, more than 14 days have passed. I've contacted them several times and no one has been able to resolve the issue, it's disrespectful because they're not even respecting the deadline.

Não foi resolvido, já se passaram mais de 14 dias. Já entrei em contato várias vezes, e ninguém consegue resolver, falta de respeito porque nem o prazo estão respeitando.

Dear Ohanat, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Ohanat,

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,
Karla
Casino.Guru