1win Casino - Player’s struggling to complete account verification.

My 1win account I'd is 8639241

My withdrawal has been on hold since February-22-2022...I Mesage their support after the third day and I was told to be calm that my money will be sent to my crypto wallet, and after one 10days I Mesage their support again and he said I should send a message to an email stating my issue, which I did..

I got an automated response for the email I sent saying my appeal has been raise that they will get back to me.. Getting back was now looking like forever...

I waited for one month before they reply to my mail(After several chat with there support on the site) saying I should send my kyc documents so my account can be review which I did, which I did..

I got an email saying my kyc documents has be received that I will get an email from them in 14days or likely one month... It's more than a month now I haven't received anything from them... 1win is just another scamm casino site that people needs to stay off..

Funny enough, that was my first attempt on the site.. The last time I chat their support he keeps saying my money is safe as if 1winbet now render banking services, that I will get my payment with the excuse that their payment gateway is having issues (what a lie).. Just stay off the site if you are reading this!!!!

Dear Mayorb,

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

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Thanks for your response, They only told me to submit my kyc so that my account can be review, I wasn't thinking that's for varification process... And now it's taking them forever...so annoying...I hope they send the money soon.... Their actitude to customer is a big red flag.. people needs to stop using their site..

Thank you very much, Mayorb, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 1win Casino to ignore us in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction" we keep on trying.

Hello Mayorb,

I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the 1win 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’.

Здравствуйте!

Как уже сообщалось ранее в письме, Ваша учетная запись заблокирована за нарушение п.9.7. Правил использования сайта, раздела «Общие положения и условия (далее — Правила)»: Если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия. Мы строго придерживаемся правил и призываем к этому наших игроков. Поэтому никогда не выносим безосновательных решений.

С Уважением, команда 1win.

Dear Casino,

what exactly did the player, please? Send me evidence to my email: viliam.v@casino.guru

We would like to ask the 1win 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’.

I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Additional comment from the Casino:

"Hello!

Can I renew my complaint? Sent you an email to your mailing address.

Regards, 1win team!"

Dear Casino,

please, what exactly happened? Send me evidence to my email: viliam.v@casino.guru

Здравствуйте!

Предоставили Вам ответ с нашей корпоративной почты по адресу viliam.v@casino.guru

С Уважением, команда 1win.

I've received this answer:

"The user was blocked for stealing. He was cashing out with the help of our company's website. The intersection was established by the unique device on the account. "

I'm afraid that this explanation is not sufficient. We need evidence with an explanation. Please, send it to my email.

We would like to ask the 1win 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’.

I apologize, but since we haven’t received any relevant explanation and evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

Добрый день!

19 мая 2023 мы вернули игроку сумму в размере 10.88 USD.

https://tronscan.org/#/transaction/a53ab402bd9e2d2fde5dac80b55f3434f47719a04a322097a1258dc029ff6680

С уважением, команда 1win.

Dear 1win Casino, thank you for the reply.

Dear Mayorb, could you please confirm if you have received the transfer?

Dear Mayorb,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.