1win Casino - Player’s account email change delayed.

I am having problem with 1Win.

During my registration, I declared an iCloud email, but the company does not send confirmation codes to iCloud emails when you want to make your first download. The problem is that even though I have contacted them more than 7-8 times, they still haven't changed my email to a gmail that I gave them and they have me on hold. When I talk to them, they tell me that they are waiting for the specialist to check it and that it will be resolved soon within 24 hours, but it has been 5 days. Please be afraid of me.

Dear pepito777,

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

• Do I understand correctly that changing and verifying your email address seems to be the only obstacle standing between you and your winnings? 
• Have you submitted all the required personal documents to verify your identity?

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,

Petronela

Hello.

Yes, I have provided what they asked me, account details, proof of last deposit, etc. When I talk to them they inform me that the email will change as soon as the specialist sees it and that this will happen very soon. Firstly they told me that this takes a maximum of 24 hours, but I'm waiting for the change from Monday. I think they don't want to give me the money.

My player ID in 1Win is 48072545

Were your personal documents verified meanwhile as you waited for the email change, please?

Hello. My email has changed but now there is a delay in approving my withdrawals. I contact the chat support and they told me to send email. I sent it but none answer to me. With other cases i've read here on the forum, i'm afraid they'll hassle me and delay me.

Have you been advised about the reason for withholding your withdrawal? Were your documents approved already, please?

I emailed them the identification documents they asked for and they informed me that the driver's license is not accepted by them even though it is an official document of the Greek state. Then I sent them photos and selfies with my ID and they answer me that they checking my account and i will have answer within 14 days. I think they manage to stole my money. I don't understand the reason of my account checking and my money locking.

Update !! The casino close my account without an notice and i can't log in. I have send email at their mail security@1win.xyz and i'm waiting.

I'll be back with updates.

Their response to my email asking why they closed my account and misappropriated my money without warning was the following they give to everyone.

« Hello!

Our security service has carried out a comprehensive and objective check regarding your game account gr*****ks@gmail.com and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account gr*****ks@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Best regards. »

** To note that the winnings were from my own money and not from bonuses. because my way of playing was profitable and i wasn't a loser like the customers want to have, they closed my account like many others from what i read here on the forum. If they don't refund me it will be unacceptable and let the account remain closed. anyway i will not use this unacceptable company again.

Pleaee help me to get my money back. The company has a usual policy of confiscating money from winning accounts.

• Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)?
• Have you redeemed any bonuses in the past?

I only play sports betting and not casino. I haven't used any bonuses. All bets were with my own money.

Thank you, pepito777, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.