The player from Germany had been waiting 31 days for a withdrawal of €276, despite having completed the verification process, which included a video selfie. The casino confirmed that the player's account was under additional review for verification, which had started on July 16. After further communication, it was established that the player would be able to withdraw the funds that day. The issue had been resolved, and the complaint was marked as 'resolved' in our system.
1Go Casino - Player’s withdrawal is delayed.
Amount: €276
1Go Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello,
On July 12, I requested a withdrawal of €276. To date, the money has not been paid out. The verification process was successful (including the video selfie).
It has now been 31 days that I have been waiting.
The casino attributes the delay to inexplicable reviews.
Automatic translation:
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2 months ago
Dear Climber,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- Which payment method have you opted for when requesting a withdrawal?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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.
Best regards,
Tomas
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2 months ago
Translation
Hello,
No, I haven't played any bonus. This is the first withdrawal I have requested. Withdrawal via bank transfer IBAN.
Communication comes via email.
Best regards
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2 months ago
Thank you very much, Climber, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hi Climber,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear 1Go Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when he can expect it to be processed from your side? Based on the information from the player, it's been a month already, which should be enough to conduct all the necessary checks.
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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2 months ago
Hello, dear player and Casino Guru representatives! According to the paragraph 10.4 of our terms, The 1GO Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential.
At the moment, player's account is under additional review.
Best regards,
1GO Casino!
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2 months ago
Dear 1Go Casino, please, specify when you started the review of the player's account, considering the withdrawal request was placed on 14.07., which is more than 31 days ago. We'd like to know the timeframes, and how much time is left to wait for you to finish the verification.
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2 months ago
Translation
The withdrawal request was already on July 12th, so it's currently been 34 days in total!
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2 months ago
Hello, dear player and Casino Guru representatives! The rule on additional verification due to clause 10.4 was applied on July 16. It means hat today the player will be able to withdraw.
Best regards,
1GO Casino!
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2 months ago
Translation
Money is in the account. can be closed.
The way the casino works is more than borderline!
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2 months ago
Thank you for the updates, everyone.
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Climber, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
