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

Hello, since the end of September I was asked to verify my 1win account. I sent the email and they asked for my ID to verify. Up to that point, everything was fine. They told me it would take between 14 and a maximum of 30 days, but it's been more than 60 days and it still hasn't been verified.

I sent emails, but they still haven't resolved it.

Dear Maquiavelicoo,

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 if you provided any other documents except for your ID? If you did, please clarify which documents you provided.
• 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

Hi, they only asked me for my ID and then I sent them my passport. This whole process was automatic, they sent me a link to my email and I uploaded a photo of my passport and they also asked me to scan my face. When I had already sent everything it said "verifying…" it went on for about 3 minutes and it said "approved", at that moment I sent an email to 1win saying that the documents I sent had already been approved and they responded that the process takes 14 days, maximum 30 days. I waited more than 35 days to send an email (which they did not respond to me), I sent about three emails and in the end they responded the same as the first time…. The verification process takes 14 days, maximum…………

About two or three days ago I sent an email and they didn't respond :c I am patient but taking more than 60 days is too long, please help me

Thank you very much for your reply, Maquiavelicoo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, those are the only times they answered me, they tell me the same thing over and over again :c……. You can check the dates there. Thanks for helping

Thank you very much, Maquiavelicoo, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Hello Maquiavelicoo,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

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 sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello, they responded to me after more than 70 days.... they told me that they would close my account with the balance inside.

I feel like I wasted my time with this casino, I thought they would let me withdraw at least the 10k USD :c

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 sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

I have responded to your email.

I'll be awaiting your reply.

They haven't sent me anything yet :c

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 information shortly. We apologize for the inconvenience.

Best regards, 1win team.

Dear 1win Casino,

Could you give us a statement and respond to my email as soon as possible? Please respond to the complaint thread with only relevant information.

I'll be awaiting your reply.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello, the only email they answered me was on December 12th... They only told me that they would close my account permanently, I've been waiting for a response to that since September, I just ask to be able to withdraw the balance, nothing more :c

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 sent the information to your email address. Please take a look.

Best regards, 1win team.

Hello Maquiavelicoo,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1win Casino,

I have responded to your email.

I'll be awaiting your reply.

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 sent the information to your email address. Please take a look.

Best regards, 1win team.

Hello Maquiavelicoo,

I understand this must be frustrating for you, but we are exchanging sensitive data with the casino and therefore we have to keep the communication outside of the complaint thread.

Your patience is much appreciated

Dear 1win Casino,

I have responded to your email and will be awaiting your reply.

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.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

I have responded to your email and will be awaiting your reply.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

I have responded to your email and will be awaiting your reply.

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 sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino,

I have responded to your email.

I am looking forward to your response.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Hello Maquiavelicoo,

I was informed by a casino representative that you have made multiple opposite bets against another player on the table. I was provided with proof from the game provider and the casino, and therefore, the complaint will be rejected, as this behaviour is strictly prohibited and against the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.