1win Casino - Player's account verification is delayed and pending withdrawals.

My ID is 69797485. I couldn't access the poker platform due to error 69797485-605, and now it has changed to 69797485-604.

I have already sent the verification documents. I would like to know the status of my verification request. They told me it would take 14 to 30 days; it's now been 32 days, and I still haven't received a response.

I want to know if I can play on the poker platform while the verification is pending. I also wanted to mention that I still haven't received the rakeback from the second week of July, which is approximately $440. I have pending withdrawals amounting to $535.

Thanks

Hello Jasova,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

On July 14th I had a pending withdrawal that normally took hours to arrive, but what happened is that I could no longer access the poker area.

In April when I created the account, they asked me for KYC verification and they approved everything at the time and I was able to withdraw those months until July 14. They told me to contact support via email and they asked me for another verification of my identity document, proof of address (I used my bank statement) and a selfie with my document, they replied that I should send the photo of my document again and that the rest was accepted.

I sent that and got an automated message saying to wait 14 to 30 days. Between this period and 14 days I wanted to contact support again, but the automated response was the same. I asked about my pending withdrawals and they told me to wait for it to be validated from 14 to 30 days.

I can enter the casino lobby, but not the poker area which is of interest to me.

And it's been more than a month since I have been able to withdraw my balance.

Thank you Jasova for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I received an email and it was already resolved.

thank you

Dear leebig249397,

My name is Kubo, and I was prepared to take over your complaint. However, I’m pleased to hear that your issue has already been successfully resolved. I will go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo