HomeComplaints1win Casino - Player’s struggling to complete account verification.

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

Amount: €1,110

1win Casino
Safety Index:Above average
Submitted: 08 Nov 2022 | Resolved : 03 Dec 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

Public
Public
2 years ago
Translation

Hello . I sent documents on October 16 for the first time, then a second time on 10/22 and even today but I still haven't received any response. in chat they tell me that given the high demand for withdrawals it takes longer than expected but it has already been more than 15 days help

Automatic translation:
Public
Public
2 years ago

Dear KingRaptor89,

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.

Could you please advise which documents you have already 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

Public
Public
2 years ago
Translation

I sent: identity card, photo of prepaid card used for deposit (and for the first successful withdrawals), tax code and bank statement. All this after 2 months of registration because in chat they told me that it was not necessary to send documents and the first withdrawals were always successful ....

Automatic translation:
Public
Public
2 years ago

Thank you very much for your reply, KingRaptor89. Before we contact the casino, 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.

Public
Public
2 years ago
Translation

I have sent mail to your address


kristina.s@casino.guru

Automatic translation:
Public
Public
1 year ago

I went through your email and I see that the casino asked for a selfie in which you hold your ID, but I don't see that you have provided such a document. Could you please advise if you sent this document later?

Public
Public
1 year ago
Translation

I just sent 1win selfie pics with id in hand

Automatic translation:
Public
Public
1 year ago

Great, keep me informed about any further developments.

Public
Public
1 year ago
Translation

So ... Today they paid me 2 withdrawals that were pending (total 400 euros).... The remaining withdrawals have been canceled and returned to the credit of the gaming account .... I tried to make a withdrawal but they are refusing me .... And if I try to make a bet I can't bet more than 23 cents .... I don't know what to say anymore I'm stunned

Automatic translation:
Public
Public
1 year ago
Translation

1600 euros blocked in the gaming account ... I want my money .... And nobody answers me from assistance ..... Help

Automatic translation:
Public
Public
1 year ago
Translation

Update .... Although I have not received responses from the casino, making multiple withdrawal attempts the money is being credited to my card .. I still have one transaction left and I will finally have withdrawn everything. When I have the game account at 0 I will never log in again, also because as I said the bets have been limited to cents .... It is a site that offers a lot but after this bad mishap I will stay away forever

Automatic translation:
Public
Public
1 year ago
Translation

Hurray. I managed to withdraw all the funds from the gaming account .... From now on I will never use 1win again (also because I have limited bets) but they don't deserve anything from me anymore .... Bad experience ... Can you close the case.... Thanks anyway for your help

Automatic translation:
Public
Public
1 year ago

Dear KingRaptor89,

Thank you for keeping us updated. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Kristina

Casino.Guru

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news