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THIS SITE APPEARS TO BE A SCAM. My ID is 52871781. For a week now, I've been trying to withdraw my money, but my withdrawals remain in pending status. I reached out to them through the chat feature on their site and was told they could take up to 48 hours, and if it takes longer, I should contact them at security@1win.xyz. They asked me to send them my identification and pictures of my cards, which I did (even though that struck me as highly suspicious). They stated that I'll have to wait between 14 and 30 days for a resolution, with no valid reasons provided as to why I can't withdraw my money. I demand immediate withdrawal, THIS SITE APPEARS TO BE A SCAM, I've seen in many internet forums that they tell exactly the same thing to everyone and never reply. I've tried reaching out to them again but they have stopped responding. It seems like they only want your cards to steal them (I have anyway paused all my cards just in case), as the last email they responded to requested this information.

If a solution is offered, I promise to retract my complaint.

ESTA PAGINA PARECE UNA ESTAFA .Mi ID es 52871781. Hace una semana que estoy intentando retirar mi dinero y los retiros me quedan en estado pendiente. Me comunique con ellos por el chat que hay en la web y me dicen que pueden tardar 48hs y que si tarda mas que los contacte al email de security@1win.xyz. Me pidieron que les envie mi documento y fotos de mis tarjetas , lo cual hice (aunque me parecio muy sospechoso).Me dijeron que debo esperar entre 14 y 30 dias para una solucion sin ningun motivo por el cual no puedo retirar mi dinero. Solicito que me dejen retirar de manera inmediata , ESTA PAGINA PARECE UNA ESTAFA, he visto en muchos foros de internet que le dicen exactamente lo mismo a todas las personas y que nunca responden. Trate de comunicarme nuevamente con ellos y no me responden mas. Pareciera que solo quieren tus tarjetas para robartelas (de igual manera pause todas las tarjetas por las dudas) ya que el ultimo email que respondieron fue pidiendome esa informacion.

Si me dan una solucion prometo eliminar la queja.

Dear tomasf, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

I had never withdrawn before, it is the first time I play. The first withdrawal request was on November 15

Nunca antes había retirado , es la primera vez que juego .La primera solicitud de retiro fue el 15 de noviembre

I have finally been able to make the withdrawal successfully. However, I want to state the terrible communication and support of 1 win. On the web it seems that they are automatic responses or robots and by email they take a long time to respond. In addition, from one side they refer you to another all the time and so on, which means that one never knows where to complain. Additionally, the email support is ONLY IN ENGLISH and the website support is in terrible Spanish.

Finally I want to say that I suspect that 1win blocks people's withdrawals so that they never try to withdraw it or abandon the claim. They made me waste time and money and I had to change my bank cards since they asked me for all my information.

Since I don't think they will ever compensate me for the bad treatment, I will leave this complaint settled forever.

Finalmente he podido realizar el retiro con éxito. Sin embargo quiero dejar asentado la pésima comunicación y soporte de 1 win. En la web parece que son respuestas automáticas o robots y por email tardan en responder muchísimo tiempo. Ademas de un lado te derivan otro todo el tiempo y así sucesivamente, lo que hace que uno nunca sepa donde reclamar. Ademas el soporte vía email es SOLO EN INGLES y el de la web es en un español terrible.

Por ultimo quiero decir que me da la sospecha de que 1win traba los retiros de las personas para que nunca intenten retirarlo o abandonen el reclamo. Me hicieron perder tiempo y dinero ademas de que tuve que cambiar las tarjetas bancarias ya que me han pedido toda mi información.

Como no creo que jamás me compensen algo por el mal trato dejare asentada esta queja para siempre.

Dear tomasf,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru