1win Casino - Player criticizes the lengthy verification process.

I submitted the documents to verify my account and was informed that it would take between 14 to 30 days to complete the verification, this is the first time I've encountered such a lengthy verification process with a casino. I've written to them but haven't received any response. I need to make withdrawals from my account and I shouldn't have to wait so many days for it to be verified.

Dear Kary123456,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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 800 complaints.

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

I totally understand the security processes, but it seems not very agile that we must wait 14 to 30 days to carry out this verification, the documents in their entirety were sent today, in the way they request, but the truth is in no way casino take so long to verify said information. Time=service.

Thank you for your reply, Kary123456. I am sorry, but if you've only waited this short for your account verification, we cannot proceed with this complaint. Each casino has a different verification policy and unless they review your documents in a reasonable time (which 2 weeks is still acceptable), there is nothing we can do. We are not in a position to force casinos to prioritize players in this case, especially with holidays approaching.

I would recommend that we give the casino enough time to review all your documents. I will leave this complaint open and if there is no development within two weeks, please let us know and we will intervene. Thank you for your patience and understanding.

thank you

Dear Kary123456,

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.