1win Casino - Player feels her withdrawals are being delayed.

Honestly DISAPPOINTING.

I create the game deposit account, I want to withdraw my money, they ask me to wait 48 hours for the money to be withdrawn, I claim after 48 hours, they tell me to try canceling the withdrawal and do it again, I do what was requested and again my money does not come out, to complain again and wait 48 hours. After waiting 4 days, they ask me to verify the account.

To verify the account you must send an email to the security team, which takes between 14 and 30 days to respond if it was approved or not.

I have the email that they approved my account and I was able to withdraw my money.

The casino called me by phone to tell me benefits and everything, 15 minutes talking, a few days later I played again and I find that I can't withdraw my money and I have to verify the account again.

After all this, I had to wait 48 hours to claim, and find out that again I have to present everything and wait 14 days. It seems like a scam

Dear fechemga,

Thank you very much for submitting this 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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have any of your documents been approved by the casino? Which of your documents are yet to be verified?

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, 

Veronika

Dear fechemga,

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.

If it helps, I will forward you the emails I exchanged with 1win.

Where is all the KYC stuff, where they tell me that they approved it and then they make me do KYC AGAIN.... this is the ridiculous thing, that they have to verify again and indicate that it is FOR MY SAFETY, when not even the bank asks to do it again KYC for security.

If you have a way to see me if you want, I even offered to make a video call....

Thank you very much team!

Please forward me the emails you exchanged with the casino at veronika.l@casino.guru.

Please also specify which of your documents need to be verified again and which of your documents have been approved in the KYC verification.

Dear fechemga,

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.