1win Casino - Player’s account has been blocked without reason.

Sir my name is Tarique A**** from india.i am using 1win last 5_6 months.suddenly my 1win id is not open,last i have used on 17 january 2024. when i try to open my 1win id, then its showing your email id or password is incorrect After i tried to reset my password a email otp is coming in my email id and i put email otp to restore my password and create new password. But only moving(searching) a long time. After i tried to contact customer care and i give my 1win id and he said your account id is blocked and they asked me to email at "security@1win.xyz" so i did that and they asked me for in accordance with p.10.3. To confirm the accuracy of information, the Company may request documents confirming the identity of Customers.

To conduct a comprehensive and objective verification, please provide the following information to our e-mail address:

1. proof of identity;

2. utility bill with proof of residence;

3. a picture of Your face with an identity document in a well-lit room;

documents for verification and then i got an email that they will look and revert me back within 14 days, and now its been 14 days and still i am waiting their mail. I have 19k rs something in my account but they are not responding me there. I am still not able to login my accout. Please help me sir.

Dear tarique9565,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

No body told me what actually problem for verifying my documents sir. i have already sent email on 17th january 2024 for verifying my acount.

Hi tarique9565,

• Could you please forward the documents that you provided to the casino for verification purposes to petronela.k@casino.guru too?

Thank you in advance.

Thankyou so much for your reply. I have forwarded the mail to petronela.k@casino.guru kindly check and let me know . I am waiting your responses. Please solve my problem as soon as possible.

Thanks in advance.

Please talk with 1win casino guru and solve my problem. I will be always thanksfull for you.

I am still waiting email responses from 1win security team. This is very frustrating moment for me.I just want my account being verified

I am just waiting for their response,there is no response yet.please invite casino guru team for better resolution thanks in advance.

Hi tarique9565,

• I apologize, but I have not yet received any emails from you. Could you please clarify the email address from which you sent it, or try sending it again?

Thank you.

Please i request you solve my problem as soon as possible. This is very frustrating moment for me. I will be always thanksful for this work.

Please invite to 1win casino guru to resolve my problem. Today 28 days has gone. I am still waiting email from security team.

Hi tarique9565,

I apologize sincerely, but I haven't received any emails from you. Are you certain they were successfully sent? Perhaps you could attempt sending smaller attachments in separate emails rather than trying to include all documents in one email. This might help ensure successful delivery.

Thank you.

Please check this time i have sent email separetely on your emai id. Please i request you please solve my problem as soon as possible. Already have long delay.

Still no responses from 1win security team. I have already wait 30 days as per company standard. Please take action regarding this matter. Many times i tried to contact 1win chat support and call manager. But no help their side. Always said please be pateince.

Thank you very much, tarique9565, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thankyou so much dear support.

Please solve my problem early as possible. If any requirement from my side. I will be here anytime. But solve my problem early.

Thanks in advance

Please respond, there are delay in response from your side as well. I have been waiting for multiple days now without any response.please reply already have long delay.

Hello, tarique9565,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear 1win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

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?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thankyou so much dear branislav for taking my concern. I will be always thanksful for this work.

no help from chat support. Always saying like that. Very frustrating moment for me, already 38 days have gone from my request.

More than 40 days to perform the verification and there was not even a single response from the 1win team. Please i requested to 1win team please verify my account as soon as possible. Thanks in advance

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.

Please i humbly requested to 1win security team. Please response and verify my account.

Thanks in advance

Really bad from 1win team. Why are you not solve the problem.please take action casino guru team such fraudantial 1win company. I have 100 or more player in my group to play in 1win. I will told everybody never play such type of fraudantial company. Worst company i have seen ever.

Please solve my problem 1win security team. I follow all the rule and regulation. Without violation how to unblock my account. I know verification is necessary for all user but already have 50 days more to wait for the verification. Without your responses how to unblock my account so please i humbly request you to unblock my account.thanks in advance

Good afternoon

We will provide an answer shortly.

Best regards, 1win team.

As part of the verification process, we ask you to provide an email security@1win.xyz details of deposits (replenishment checks) starting from August 2023.

Best regards, 1win team.

Dear tarique9565,

Can you please follow the instructions above, then provide the casino with a few business days to check the necessary details, and inform us about an update or progress?

I recommend you provide the casino with bank statements showing your deposits made to the casino since August 2023 (including) until now and/or detailed statements of the particular deposits.

Looking forward to hearing from you.

Thankyou so much 1win team and dear branislav to response me. I will send all deposit and ctedit in my account from 1 august 2023 to till date. I have 2 accounts. I will send both statement. Thanks in advance

Please, inform us when it is done, tarique9565, so we can ask the casino for an update.

I have already sent email to security team all credit and deposit from august 2023.please ask 1win casino. Thanks in advance

Dear 1win Casino team,

Can you please provide us with an update on the user's KYC, or how long could it take to get results?

Good afternoon

We have received a letter from the player, we will return with an answer after verification.

Best regards, 1win team.

Thankyou 1win team for your response.please verify my account early as possible. Thanks in advance

Dear tarique9565,

You should be informed about the outcome via email too.

Please, provide the casino with some time (let's say a few business days) to review your account and the documents, and inform us when you have any news or updates.

If it takes longer, we can turn to the casino and ask for an update again.

Thanks dear branislav, sure i will be informed you any update from 1win team.

Please i requested to 1win team, verify my account early as possible,already have long delay. Thanks

Dear 1win Casino team,

Can you please provide us with an update on the user's KYC, or how long could it take to get results?

Please i requested to again 1win team, verify my account early as possible.

Please i requested to 1win team, verify my account early as possible, already have long delay.thankyou in advance.

Good afternoon

We'll be back with the results soon.

Best regards, 1win team.

Looking forward to hearing from you soon, 1win Casino team.

Until then, thank you for your patience and understanding, tarique9565.

Please verify my acount early as possible 1win team. Already have wait too much time. Thanks in advance

Good afternoon

Verification has been successfully completed and the output is available.

Best regards, 1win team.

Great! Thank you very much for the update and confirmation.

Dear tarique9565,

Can you please take the necessary steps, provide the casino with several business days until it completely processes your withdrawal, and let us know once the issue is resolved and I can close the case?

Thankyou dear branislav and 1win team. My account is now verified and i can use my acount and withdraw my amount.thankyou once again.

Thank you, tarique9565, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been resolved. I will now mark your complaint accordingly in our system. Although I sincerely hope it will not happen, 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.

Thank you, 1win Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru