1win Casino - Povlačenje igrača je odloženo bez dostavljenog dokaza.

The bookmaker states that my withdrawal has been processed and supposedly sent to my bank. However, after checking my accounts and bank statements, there is no record of a credit corresponding to the withdrawal amount.

I have requested that the company provide proof of the transaction, an identification code, a bank statement, or any information that would allow me to track the alleged payment. The company, however, refuses to provide this information.

I have also submitted the bank statements requested by the company itself on several occasions, including the statement generated directly by the bank’s app, but the documents were rejected without a clear or technically sound explanation.

Furthermore, during customer service interactions, I received inappropriate responses and was treated rudely, even while I was attempting to provide the necessary documentation to prove that the amount was not received.

In light of this, I request that the company provide verifiable proof of the alleged payment, including the necessary information to track the transaction, or that it immediately arrange for payment of the amount owed if it cannot prove that the withdrawal was actually credited to my account.

A casa de apostas informa que meu saque foi concluído e supostamente enviado ao meu banco. Entretanto, após verificar minhas contas e extratos bancários, não consta nenhum crédito correspondente ao valor do saque.

Solicitei à empresa o comprovante efetivo da transação, código de identificação, comprovante bancário ou qualquer informação que permita rastrear o suposto pagamento. A empresa, porém, se recusa a fornecer essas informações.

Também encaminhei diversas vezes os extratos bancários solicitados pela própria empresa, inclusive o extrato gerado diretamente pelo aplicativo do banco, mas os documentos foram recusados sem uma justificativa clara ou tecnicamente explicada.

Além disso, durante o atendimento, houve respostas inadequadas e tratamento grosseiro, mesmo enquanto eu tentava apresentar a documentação necessária para comprovar que o valor não foi recebido.

Diante disso, solicito que a empresa apresente uma comprovação verificável do suposto pagamento, contendo os dados necessários para rastreamento da transação, ou que providencie imediatamente o pagamento do valor devido caso não consiga comprovar que o saque foi efetivamente creditado em minha conta.

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Hello,

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.

• Is your player's account accessible to you? Can you log in?
• Could you please share a screenshot of the payout request as it appears in your player's account, with the date, time, and status information visible?
• Have you made any previous successful payout from the casino using the same payment method?
• Did you achieve your current balance with the help of a bonus?
• Send the information to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas