1win Casino - Player's email change delays withdrawal.

Dear harpsangha423,

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.

• Do I understand correctly that hanging and verifying your email address seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello there good day to you, I have done everything that they wanted me to do submitting everything they asked for verification, and everytime I chat with there support they keep telling me please wait patiently it’s being processed and will be resolved soon as possible and it’s now been over a week and still waiting. This is the only issues between getting my withdrawal otherwise I am loving the 1win platform no other issues, so please get this resolved for me so I can withdraw again.

Hi harpsangha423,

We've received a number of similar complaints in the past few days, and the majority were resolved after a few working days without us reaching out to the casino directly. Can you please update us if there have been any developments in your case?

Thank you.

Hello petronela my holidays were very painful, as I was trying to talk to support from1win over the past two weeks now, and all they keep asking me is they need a Reciept with the exact time and date on it which my bank only has the date on the transaction of my last deposit of $60, and I have also forwarded my 1win casino deposit transition receipt, since I did it through E-Transfer it just says the date on it and no time. But I also forwarded my email to them which is the only document that has the date and time on it and they said no we can’t accept emails as proof, so I don’t have anything else to send to them please help me get this resolved and if they need any kind of I’d I am willing to send, I have sent everything that I have for my last successful deposit, or could you please ask them how come the first withdrawal was successful with my first withdrawal ?? Please help me get this resolved I want to withdraw my winnings I now have $744 left on balance in there because I placed some bets and lost some money. But everytime I talked to support they keep asking for single receipt with time and date on it over and over again and again,which I don’t have since it was a e-transfer it only has the date on it but my email I got from my bank has exact time and date on it. Please let me know what else you need from me.? I’ll be here waiting for you response thank you and hoping to hear back from you soon.

Thank you very much, harpsangha423, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.  

Ok thank you sir for your time so do you want me to contact pavel through the email you provided me? mailto:pavel.k@casino.guru? And I will no longer emailing you in this issue? Please let me know as it’s been almost over two weeks now and I am still waiting for my email update I have all my hopes on you so please help me.

Hello, harpsangha423!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello there pavel nice to meet you, and yes please do invite 1win casino in this chat because I have never been this frustrated before in my life I was recommend 1win Cason from a friend that’s why I decided to try them out and heard a lot of good reviews about them and I really hope we can work this out and get me new email updated soon as possible so I can continue to use there services in the future. Look forward for you reply, I will be checking my mail every hour to hear back your responses and if you need any info form me please ask me anything. Thank you and look forward to hearing form you again.

You do not need to check your e-mail every hour. Now we will wait for the casino's response, and it usually takes multiple days to reply.

Ok thank you sir Pavel I will wait for you and the casino to get back to me but I always get a notification everytime on my gmail so I will respond soon as I get a email from you sir thank you and have a good day talk soon.

Hi Pavel I been patiently waiting for almost 3 weeks now for this issue and haven’t heard from the casino yet either it’s been a week sir does this mean they are scammers? Please send them a another email or soothing? Talk soon thank you.

Dear harpsangha423, we have checked and see that letters from the service are successfully delivered to you. We also ask you to check your spam folder; emails may end up in it.

Best regards, 1win team.

Sir I am using gmail google app on my iPhone and not getting any mail form win1 but I keep getting emails from you ? Not. Them?

Thank you so much casino 1win and pavel for gettin fb my email changed I have successfully confirmed my new gmail and I found it in my spam folder thank you so much again I am all good to go now .

Dear harpsangha423,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team

Thank you so much Pavel for helping me with this issue your a life saver 🙏🏽🙏🏽 god bless you and your team!🙏🏽 have a good day and take care of I ever need to contact you again I will but hopefully not lol.