1win Casino - Player's account has been blocked after submitting verification documents.

Hi

My account id is 364*****

I submit my withdrawal but not complete over 72 hours. After I sent a mail to 1win security team and they asked me to documents for verification. I sent documents. After 3days 1win security blocked my account after submitting my documents for verification.

My money stuck in my account

Dear brownemunde5, 

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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have you received any explanation from the casino as to why your account was blocked?

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

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.

Hi

I received following from 1win security team

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.

Please complete my withdrawal

Hi

I provide my National ID(Adhaar Card ) and selfie with National ID.

I sent documents on 16 December

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus? What types of games did you play? Was it slots, live casino games, or did you participate only in sports betting?

I am using own my phone to play 1win app. No chance to from my home to using 1win.

I use active bonus code and receive in my main balance and after accumulated my winnings.

I play sports betting,1win games.

Thank you for the update.

As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika