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.
1win Casino - Player’s struggling to complete account verification.
Amount: €1,110
1win Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.6
1win Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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
2 years 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
2 years ago
Translation
I just sent 1win selfie pics with id in hand
Automatic translation:
Public
Public
2 years 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
2 years ago
Translation
1600 euros blocked in the gaming account ... I want my money .... And nobody answers me from assistance ..... Help
Automatic translation:
Public
Public
2 years 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
2 years 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
2 years 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
