1win Casino - Player's account is blocked and withdrawals are delayed.

Hello, good evening. My ID is 79699562. I've been having issues with this casino since the beginning of this month. I only managed to make one withdrawal of 1,400,000 Argentine pesos. When I tried to withdraw more winnings, there were delays that lasted hours and days. I reached out and was told that my account needed to be verified. I was sent an email with a verification link, which I completed instantly and effectively on 10/09. I continued playing, losing and winning, and depositing money so that I could withdraw once everything was resolved. A day passed, and I was still unable to withdraw, so I contacted them again. They said I had to wait 14 days. Fourteen days passed with no updates. I asked the staff and was then told it would take 14 to 30 days. I continued playing and depositing money, and my account got blocked. I consulted once more and always got the same response—to wait and send an email to security1win. From security, the same advice: wait 14 to 30 days. It's been 19 days, and I still don't have a clear answer about my situation. I have a lot of money invested in the platform, and I don't think it's right to hold it for so long.

Dear leonelperalta9519,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please advise which documents you provided to the casino for verification? Have you submitted all documents on time and in the correct format?

Did you accumulate your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports only?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, all the documents required by the KYC link that they sent me, whether it was a photo of my face, ID, and information about my address, were all in a timely manner. At the time they sent that to me, it took me no more than 30 minutes to complete it.

My winnings are without bonus in different sports bets and very little in quick games

Thank you for keeping me updated. Given that you’ve submitted all the required documents, I recommend allowing the casino the full 30-day period they requested to complete their review. These thorough checks can indeed take time, so patience is key here. However, if you don’t see any progress by November 9, please reach out to me, and we’ll take further steps to assist.

Thank you again for your understanding and cooperation.

Perfect, I'll wait until the indicated date, thank you very much!

Excuse me, I wanted to ask you a private question, if the following messages are really from you and your team, as I have doubts about it.

Hello good afternoon, as of today the 30 days have already passed, tomorrow the 9th would be 31 days because the previous month has 31 days and I sent the verification on the 9th, there is still no sign of the casino nor do they answer my email.

Thank you very much, leonelperalta9519, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.

Thank you very much Veronika!

Hi Natalia, I'm still waiting, today is the 31st and still nothing.

Good morning, I still have confusion when contacting operators as well as different responses, one says that the day counter is reset and the other that I should keep waiting.

Hi leonelperalta9519,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's verification. As stated by the player they were informed about the 30 days necessary to conduct the checks, and this period already passed, but there are no updates.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

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 provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Thank you, 1win Casino. We will await your reply with more information.