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

They said that I had to change the name, I went there and changed it, I already talked to support and it's no use they say that the document is not for CPF because if your CPF is a pix, you don't need a document and I don't understand if there in the withdrawal part CPF or CNPJ appears I've tried it in two ways and I didn't get the money back again to the betting house

Dear Johnny,

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.

Could you please clarify why you had to change your name?

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

Dear Johnny,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello!

Specialists have checked the withdrawal history from your account, and the status of the last procedure is "Successful". The money is credited to the details you specified.

Sincerely, 1win team!

Dear Johnny,

Could you please confirm that all the winnings have been received successfully and there are no pending withdrawals? Thank you very much in advance.

Dear Johnny,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.