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

Dear genbasky2,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I completed kyc at the beginning of October, all my documents were accepted, the results of the check were marked as up to 30 days. 30 days have already passed, no answer, 1vin is silent on the mail

Thank you for your reply, genbasky2. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify the dispute value (руб,207,000)? Is this the amount of money you have in your casino account?
• Do you currently have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

157 thousand rubles balance on the account, and 50 thousand rubles hanging on the withdrawal of funds. I saved up without a bonus

Thank you very much, genbasky2, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear genbasky2,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1win Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process?

Thank you in advance for your response!

Best Regards,

Kubo