1win Casino - Delay in player's withdrawal process.

Dear Casino Guru Representative,

Delay - Account ID ****

I am writing to express my extreme dissatisfaction with the prolonged delay in processing my withdrawal request on 1win Casino.

My gaming account ID is *****, and the associated email address is ****

It has been more than 16 days since I initiated the withdrawal, and despite numerous attempts to seek clarification and resolution, the situation remains unresolved. I diligently provided all the necessary Know Your Customer (KYC) documents via email on February 14th, expecting a prompt verification process and subsequent release of funds. However, to my dismay, there has been no progress or communication from the casino's end regarding the status of my withdrawal.

As a new customer, I find this level of customer service unacceptable. The lack of transparency and communication regarding my withdrawal has severely undermined my trust and confidence in 1win Casino. I urge you to prioritize this matter and expedite the resolution process without further delay.

I expect to receive a prompt response outlining the steps being taken to address this issue and a clear timeline for the release of my funds. Failure to provide a satisfactory resolution will compel me to escalate this matter further and seek assistance from relevant regulatory authorities.

Thank you for your attention to this matter.

Sincerely,

Lijo

Dear tradingbeast11,

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?
• Could you please list which documents you provided for verification?

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

Hey Thomas,

I wanted to share with you my recent experience with 1win Casino. A friend of mine had initially referred me to the platform, and during my first interaction, everything went smoothly. He walked me through the live casino games, various bets, and explained the process of depositing and withdrawing funds.

However, during my second visit, I encountered a hiccup. When I attempted to withdraw my winnings, the process got stuck. I reached out to their support team, and they asked me to email their security team with all the KYC documents for verification. They specifically requested proof of identity, a utility bill showing proof of residence, and a picture of my face with an identity document in a well-lit room.

For proof of identity, I submitted my Aadhar card, and for the utility bill, I provided my internet bill with the address clearly visible. Additionally, I included a picture of my face with the identity document as requested.

Despite providing all the necessary documents, my withdrawal remains unresolved, and I'm left feeling frustrated with the lack of communication and progress. It's disappointing considering how smoothly my first transaction went

I'm hoping you might have some insights or advice on how to navigate this situation.

Thanks,

Lijo .

The casino has blocked my account withholding my withdrawal, without any proper evidence to their claim.

I have not involved in an fraudulent actions or multi accounting.

Kindly ask the casino to back up their complain with evidence.

I have not taken part in any sports betting or slots or poker.

I only stuck to live casino without claiming any promotions or misusing any casino promotions. So by any chance I have not done any harm to the casino.

In fact my deposit was 29000 INR and I have lost only 500INR and I have withdrawn 28500INR which is still pending and now blocked.

This has been 1 wins tactics lately where they allow users to sign up without any verification or phone number verification by just giving minimal details and then when the money is in, they stop withdrawals and accuse of multi accounting because a lot of people in their telegram group have been crying for help with regards to issues like this and they just block and kick out people without any communication or transparency. 1 win please do not accusely falsely and financially and emotionally harass your customers when the money is in.

I have attached the email response.

Casino guru I trust you, kindly ask 1 win to settle my funds immediately.

Cheers

Lijo

May I get an update please?

All my earlier replies are waiting for approval.

Thanks for your patience.

• Could you please explain how much you wagered in the casino?
• Have you wagered your deposit at least once?
• Which live games did you play?

Hi.

Yes , I believe I have completed my wager 100%.

I played only live bacarat .

there is currently 28500 pending for withdrawal in my account and the casino has blocked my account without paying me , accusing me of a multi account or used any bonus .

Some of my earlier post in this thread are waiting for your approval .

kindly look into it and resolve my case at the earliest please.

Could you please explain how much INR you wagered in the casino?

How many bets have you made to your knowledge when paying live baccarat and what kind of bets have you made?

I have completed wagering more than 100% of my deposit in live baccarat by evolution gaming.

the point is they have blocked my account by accusing me for breaching clause 9.3.

I haven’t breached any rule and have only played live baccarat without any bonus and also have completed my wager more than 100% .

The money in the account is rightfully mine without any profits. Infact I’m in a 500INR loss. I have made the withdrawal to the same method through which I deposited.

bank - IMPS.

kindly ask the casino to settle me immediately. I feel uncomfortable with their treatment.

Thank you very much, tradingbeast11, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, tradingbeast11,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the supporting evidence to my email address (branislav.b@casino.guru).

I recommend checking other open cases assigned to me and reviewing them all together.

Thank you in advance for providing the information.

Dear Casino Guru,

I wanted to express my gratitude for your efforts in assisting with my situation regarding the settlement of funds at 1Win Casino. Your dedication and support are truly appreciated. I am eagerly looking forward to seeing the matter resolved promptly by 1 win casino . Your assistance in facilitating this process means a great deal to me, and I am thankful for your ongoing support.

Warm regards,

lijo

No response from the casino.

I’m still waiting.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Добрый день!

Отправили доказательства на почту. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear tradingbeast11,

After gathering and reviewing all the necessary information provided by the casino, we decided to close this and 2 other related complaints as unjustified due to breaching the casino's terms and conditions - multiple accounts and the impossibility of passing the KYC on any of the linked accounts due to specific data intersections between the particular accounts, which seriously breaches the casino's rules. Successful verification is a must to be able to withdraw any funds from your casino account. In this case, multiple accounts and data matches make the verification impossible. Based on the provided data, it would be impossible to prove otherwise. For understandable reasons, I will not disclose further details.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

As for the verification and multiple accounts - it is completely irrelevant. Players can pass the KYC right after registration and breach other rules later. In addition, online casinos are not obliged to perform verifications earlier than upon a withdrawal request or a withdrawal of a higher amount. They can even let players withdraw their winnings without verification in some cases. So, if you were able to withdraw anything from any of the linked accounts before, you can be glad that you managed to withdraw some of your winnings.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1win Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru