1win Casino - Player is struggling with a withdrawal in the casino.

my id36260182 . I want to change my mail to receive a code for withdrawing funds to my mail ****@gmail.com

bro. this casino has been silent for 6 days, they just scoff and do not answer me, support feeds me with expectations every time

Dear EGORRRIK,

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

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

Could you please advise if your account has been fully verified? Could you please explain why you wish to change the email address of your account?

What feedback have you received from the casino? Please forward me the chat transcripts or any relevant communication to tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Have you completed the account verification since your last message? Have you provided the documents the casino requested? Was there any development about the email change and your withdrawal? Please let me know.

Wed, Jun 7, 20:10

Good evening!

Within 14 days you will be sent a letter based on the results of checking your game account (the maximum response time, if additional checks are necessary, can reach 30 days from the date of request.)

At the moment, the withdrawal of funds is rejected.

Please note that in accordance with clause 11.4. of the Terms of Use of the Site, section General Terms and Conditions during the period of inspections, the possibility of withdrawing funds from the Client's account may be limited.

Sincerely, 1win team.

official answer, the mail has not been changed, the account is being verified

Thanks for the update EGORRRIK,

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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

I will set the timer to 9 days and would like to ask you to keep us updated about developments regarding your account verification.

appointed video verification on 06/19/2023

Thanks for the update.

Have you received the results of your video verification call? Was it successful? I'll appreciate any news you might have about the case.

Please let me know if you require any further assistance.

Dear EGORRRIK,

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.

Following the player's messages we decided to reopen the complaint.

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

Could you please send me any correspondence from the casino regarding their decision to not pay you your winnings, or deposit and to close your account instead?

You can send the correspondence to my email at tomas@casino.guru

I don’t have anything to send you, you can contact them and ask them why they don’t pay my deposit

can you call the casino to chat? I just don’t think this casino cares, because I already filed a complaint against them on the Russian platform, they couldn’t answer more than I was blocked according to the rules, and they didn’t answer anything about the return of the deposit

Have you asked the casino why they closed your account and didn't pay you your winnings?

Did the casino cite any particular rule that was broken?

Could you please send me any correspondence, such as emails chat transcripts, or similar communication between you and the casino? Send it to my email at tomas@casino.guru

Dear EGORRRIK,

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 I don’t have access to the old mail, all messages on the new one are also deleted

call the casino for a chat and let him answer why it won’t give me the deposit

Without any correspondence from the casino, we can't help you. Kindly contact the casino again and if you receive any response forward it to me. I apologize for the inconvenience.

what answers do you expect from me? they don't answer at all

the last chance to get a deposit is you, because on other sites they copy paste the rules and no longer respond at all

• Could you please explain when did you deposit and how much?
• Which rule does the casino cite when blocking your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 

I created a 1vin account around May 30th. Also, the first deposit was on May 30 for 5 thousand rubles. I played both slots and bets. I don’t remember for what point of the rules I was blocked, but it was about what I transferred to third parties, I just used a VPN. I didn't use any bonuses.

Thank you very much, EGORRRIK, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, EGORRRIK,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What happened there, and does the casino plan to refund the user's deposit(s)?

If not and we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will send information by email shortly. Thank you for understanding.

Best regards, 1win team.

Sent information by email. Look here please.

Best regards, 1win team.

Dear EGORRRIK,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to the following reasons:

• Although you mentioned that the verification video call took place on 06/19/2023, you did not mention that the person attending the video call was very likely not the owner/user of the disputed account and that it was unsuccessful - the person was not able to correctly provide any details from the account, which means the KYC/verification was not completed at all
• Sports betting-related issues - abuse of its vulnerability; as you might know, we focus on online casinos only, and we currently do not handle sports betting complaints, thus we are not able to review the allegations and/or any supporting evidence sufficiently

On our side, we concluded the casino acted in accordance with its terms and conditions (unsuccessful KYC).

I am 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 submit a complaint to one of the websites dedicated to sports betting issues, consult the gambling authority that the casino is regulated by, or ADR if there is any. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1Win Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru