1win Casino - Player’s concerned about account verification.

Hello,

I am Hafsat Yusuf with the game I.D 1***162 i played a poker game and I won,but couldn't get my withdrawals after winning...I tried to contact customer service and was asked to provide my proof of identity.

But.... i read reviews about 1win asking for proof of identity, on the reviews it was said that 1win closes accounts, accusing users for fraudulent after providing the information and they eventually block the accounts.

I want to confirm if this is true,because I strongly believe 1win to be a genuine platform!

Dear Hafsat,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

I am afraid that I can only suggest cooperating fully with the casino and providing all the required documents if you want to withdraw your winnings.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you very much, I will send my documents to them so they'll carry out the KYC.....and if you don't mind I will love to foward my documents to your email address, so you can help testify and also serve as a witness because I had alot of people saying 1win always rejects KYC no matter how accurate the information is, they'll still tag you fraudulent and quote the 9.7 clause on the general terms, I read this in the comments section on the Telegram group.

Thank you!

Best regards,

Hafsat.

Thank you for your reply, Hafsat. Have you already provided all the required documents? 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.

Thank you Kristina, I have send my information to them and I got the bellow quoted response...

"Hello!

Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)

Best regards."

I understand that I will have to wait for 14days, Nevertheless i will still send my documents to your email aswell for witnessing.

Thank you!

It can take a few days to collect and fully review all documents. Assuming that you have provided all the required documents at once, we have no other option than to give the casino enough time to go through them.

I will keep this complaint opened, so please, let us know if there is anything new in the meantime. Hope to hear good news soon!

Dear Kristina,

I'm beginning to seriously panic, I've been seeing Nigerian's 1win accounts getting blocked, they are quoting the clause p.9.7.

They're simply saying everyone that uses thier site is a fraudster.

Everyone is telling me to expect thesame feedback.

They said it's a fraudulent company and I will never get paid!

Hello Kristina,

Hope you're having a beautiful Sunday!

It's been 16days now since I got a message from 1win, that within 14days I will get a response,rather it can take upto maximum of 30days...I guess I will have to wait for extra 14days to round it up, before I get a response from them!

Thank you,

Greetings....

Thank you very much Hafsat for your cooperation. 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 soon.

Hi Hafsat!

I've just reviewed your complaint and fully understand your concerns. I'll try my best to help you by contacting the casino and we'll see what can be done in your case.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's request? Can you please check why the verification of the player's account is delayed?

Looking forward to hearing from you!

Regards,

Natalia

Dear Natalia,

Just this evening, I no longer have access to my 1win account anymore,I was logged out of the app and each time I try logging in, the access is been denied.

I think they've blocked the account, although I haven't received a message from them yet, but the account is blocked already.

Thank you casino guru, this is a terrible place to play casino.

It's better if we save ourselves the stress,they are scammers....its very obvious.

I read the unresolved cases, they closes accounts without giving adequate proofs, and I've seen the opened cases, 80% are closed accounts.

So I think my funds is gone aswell.

Thank you once again.

Best regards,

Hafsat.

Dear Natalia,

Just now I received the usual message everyone gets!

I was told to expect thesame, and I've gotten mine too😪

They've blocked my account,

below is the message I received.

Hello!

Our security service has carried out a comprehensive and objective check regarding your game account y********@gmail.com and, based on its results, we report the following.

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Thus, in accordance with the violation of clause 9.7. game account y********@gmail.com has been blocked and cannot be restored.

Please note that upon re-registration, your game account will be blocked without prior notice.

Best regards.

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’.

Dear Natalia,

Going through my screenshots, I was able to see some of the chats with the customer service telling me that the porker game I played had no violation,still yet I got blocked!

Although while trying to log into the app,an error message popped in,stating that access to my country is been denied, and I could logged in at that moment.

Afterwards I got served by getting my account blocked.

So I think my issue was due to server problem.

Maybe you should hint them about this, they could fix it.

It's quite obvious they made a false allegation, they've turned blind to my complaint here because they have nothing against me!

Below are the screenshots and I've sent them to your email aswell.

Thank you!

Best regards.

Dear Hafsat,

I'm sorry but the casino hasn't still replied to us so we cannot continue resolving your case without their cooperation and are forced to close it as unresolved.

My apologies for not being of more help with this one, but at least your negative experience will help other players choose the casino to play at wisely. This unresolved complaint will also make an impact on the casino's rating.

I hope that you won't come across any problem like this again, but in case of any trouble don't hesitate to contact our complaints resolution center - we are here to help.

The casino can request to reopen this complaint at any time.

Regards,

Natalia

Hi everyone,

We’ve reopened this complaint at the request of 1win Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 1win Casino, would you please share more details about the case?

Best regards,

Natalia

Наталья, добрый день!

Отправили информацию по этому игроку на вашу электронную почту.

С уважением, команда 1win.

Dear 1win Casino, thank you for the email.

Unfortunately, we'll be forced to reject the complaint since there was another complaint for the 1win casino (https://casino.guru/1win-casino-player-s-account-has-been-blocked-4) that we received for the same email address but the person used different personal data (name and surname), therefore we cannot be sure that this complaint was submitted by the same person or they are different people. There's also a comment from the licensing authority that these cases are in breach of the term 9.7 of the casino rules.

We recommend the complainant contact the licensing authority for more clarification.

Regards,

Natalia