1win Casino - Player claims that payment has been delayed.

I made deposit on 16 March still not received in my account I contacted them on chat first I wait for 24 hrs then I mail them then wait for 14 days but still amount not received

Dear virendra073,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It has been completed 14 days

How to check is my kyc complete or not

Dear virendra073,

Have you received your withdrawal from the casino yet?

No

Thank you for your reply, virendra073. Have you made any successful withdrawals before? Have you provided any documents to verify your identity?

Have you accumulated your winnings with or without an active bonus?

Yes I already withdrawal

I play on pure deposit not any bouns

My account is already verified

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear virendra073,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.