1win Casino - Player is facing delayed account verification.

Hello, how are you? My ID is 40763311. I sent my verification documents over 15 days ago and I haven't received a response yet. I am allowed to deposit but not withdraw. I don't play with bonuses and my gaming is with the casino. I have been playing for over a month without issues. However, in the last three weeks, I have spent and won, but then spent again because I cannot make withdrawals due to the "in progress" verification. I have called Saõ Paulo (Brazil), sent emails, and communicated via Telegram and Instagram, all of which directed me to send an email to security. But, I get no response. I need help. My brothers, cousins, and wife are all experiencing the same problem.

Dear fernando7398,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Do I understand correctly you haven't taken advantage of any bonuses the casino offered you?
• Were you the first one among your family members to open a casino account in 1win Casino, to your knowledge?
• Did you receive any response from the casino's security department?

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

The balance won and spent was always in the casino (slots). , I never used any type of bonus, if I was the first in my family, no, I have not received any kind of response.

Hello, is someone going to answer me?

Dear fernando7398,

thanks for your patience.

Could you please advise if you deposited in the casino exclusively using your own payment method (card, bank account)? Did you play in the casino using exclusively your own device (phone, computer)?

If you have any correspondence between you and the casino regarding your account, could you please send it to my email at tomas@casino.guru ?

I'll await your response.

Dear fernando7398,

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.

We've reopened this complaint after we received the following response from fernando7398:

"Hello, sorry for the delay, regarding your question, I used all payment and withdrawal methods in my name, and my computer, phone and tablet."

Thank you very much, fernando7398, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi fernando7398,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will 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.

Regards,

Tomas

Excuse me, I would like to clarify, that recently the casino allowed me to deposit but not withdraw, my account is currently blocked, I have been waiting for verification for more than 40 days and I have not gotten any type of response from anyone

Good afternoon

The account was blocked in accordance with clause 9.7 of the rules:

In accordance with clause 9.7. Rules for using the site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a bookmaker company (multi-account, use of software to automate bets, playing in arbitrage situations, if the game account is not used to place bets, abuse of loyalty programs, etc.), then the bookmaker company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor’s gaming account.

Best regards, 1win team.

Dear 1win Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

More than 40 days ago?? To tell you that? Let me deposit and not withdraw? I demand compensation for the time lost and the damage caused. Since by allowing me to deposit and not withdraw they caused me very great economic damage, and I am coming to find out the cause through this means because neither They didn't even send it to me by email... or the refund of my account

Good afternoon

Sent evidence to tomas.k@casino.guru

Best regards, 1win team.

Dear 1win Casino,

I still haven't received anything. Can you please double-check? Thank you.

Kind regards,

Tomas

Good afternoon

Please check your email tomas.k@casino.guru

Best regards, 1win team.

Dear fernando7398,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions- multiple accounts and using the same payment method in related accounts. The casino acted correctly and within its terms and conditions.

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.

Thank you very much, 1win Casino, for providing information and for your cooperation.

Best regards,

Tomas