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I made withdrawals for a total of € 2,000 on 11/09 they asked me for the documents to validate the account (which I did of course) but today I still have nothing withdrawals are pending

Ho effettuato dei prelievi per un totale di 2000 € in data 11/09 mi hanno chiesto i documenti per la convalida del conto (cosa che ho fatto naturalmente) ma ado oggi ancora nulla i prelievi sono in stato di attesa

Hello marcogaglianone90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I sent the documents a week ago and I have not received a reply yet I spoke to the operators and they told me there are delays in the payment systems I won my money without using bonuses

Ho inviato i documenti una settimana fa e non ho ancora ricevuto risposta ho parlato con gli operatori e mi hanno detto ci sono ritardi nei sistemi di pagamento ho vinto i miei soldi senza usare bonus

Be sure to follow the above mentioned time framer as it might take up to 14 days to finish the verification. Let us know until the end of this week if there has been any update regarding the verification.

On 26/08 I received an email response from 1win which literally says Hello!

Previously, you have provided photographs of documents according to our request.

To conduct a comprehensive and objective verification, please provide the following information to our e-mail address:

1. photo images of Bank card:

Best regards, 1Win team.

I do not know if it is a good sign or not, however, of the 2000 € I had in my account, now I have 1500 as I have played the other 500 while waiting for them to answer me

In data 26/08 ho ricevuto una risposta via mail da parte di 1win che dice testualmente Hello! 

Previously, you have provided photographs of documents according to our request. 

To conduct a comprehensive and objective verification, please provide the following information to our e-mail address:

1. photo images of Bank card:

Best regards, 1Win team. 

Non so se sia un buon segno o meno comunque dei 2000€ che avevo sul conto ora ne ho 1500 visto che gli altri 500 li ho giocati in attesa che mi rispondessero

I can confirm that every additional message from the casino is a good sign as long as they respond. Be sure to provide them the requested document and give them enough time to process it. Please let us know in case of any additional update.

Dear marcogaglianone90,

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.

Hi I wanted to inform you that I received my money even though I had already replayed most of it, thank you very much for the support

Salve volevo informarvi che ho ricevuto i miei soldi anche se la maggior parte li avevo già rigiocati, grazie mille per il supporto

Thank you marcogaglianone90 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick