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