1win Casino - Player's having difficulties withdrawing her winnings.

I have been submitting a withdrawal request for almost six months. During this time, customer service contacted me once. Let me upload my identity verification information. I sent them my identity information as requested. There has been no response so far. I have not received any payment either.

Dear llxy19870011,

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.

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

Would you be able to forward communication between you and the casino regarding your withdrawal and verification? My email is tomas@casino.guru

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,

Tomas

The email has been sent to your email. The last email from 1WIN asked me to wait for a month. But so far, there has been no response

Thank you very much, llxy19870011, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi llxy19870011,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us what are the reasons for such a delay?

Please, feel free to send all the relevant evidence to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Good afternoon

Account verification has been successfully completed, the withdrawal is available in full.

Sincerely, 1win team.

Dear 1win Casino team, thank you for the reply.

Dear llxy19870011, since the casino said that your account had been verified, could you please confirm that you are able to request a withdrawal now?

Bets regards,

Natalia

Dear llxy19870011,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi everyone, though it appears that this issue may have been resolved, without confirmation from the player we are forced to reject this complaint.

Dear llxy19870011, you can reopen this complaint anytime.

Best regards,

Natalia