1win Casino - Delayed verification process preventing player's withdrawal.

Hello, my problem is that I can't withdraw my money from November 11th. I got in touch with the casino's technical support and they told me it's because my account is not verified. I sent them my details and they told me my account would be verified in 14 to 30 days, which has already passed and I still can't make withdrawals. This has never happened to me until I won more than 3 million. Once I won that amount, they only let me withdraw 120 thousand and from then until today, I can't make withdrawals. I try to get in touch with them but I don't receive any response from the support email.

Dear francod1696,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, every time I connect to the game support they tell me that it is because of the account verification that they communicated to me through email what I did and I did not receive any more response, I made the winnings by playing in a live casino, and the casino bonuses I never used them. I hope that the time it is taking is because of what you tell me because the truth is, I have not had that problem before. Mind you, that casino paid me every time I won and now that I won more than 3 million, it won't let me get out. further

Thank you very much, francod1696, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello francod1696,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite 1win Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Casino.Guru

Hello, I would like to run the case, the problem has already been solved, thank you very much for the inconvenience.

Good afternoon

The user reported in the post above on December 31 that the problem has been resolved.

Verification was completed on December 25, and the player successfully made a withdrawal.

Best regards, 1win team.

Dear francod1696,

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,

Tomas

Casino.Guru