The player from Germany was experiencing difficulties withdrawing his winnings due to ongoing verification. The issue was successfully resolved as the player passed the verification and withdrew his winnings.
1win Casino - Player’s struggling to complete the account verification.
Amount: €13,700
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've had the account since around February 2022 and was able to play and withdraw on the platform in February/March and then again in August.
Sometimes a payout took longer but eventually it always arrived.
On August 23rd, 2022 I was sent an email asking me to present you with KYZ documents. I did this on 08/24/2022.
On 05.09 I received an email thanking you for the documents and that 2 credit cards were still missing, however, a total of 4 credit cards were required from me, but I only have 2. I explained to them that the incident involved transposed digits, since the credit cards required were only minimal differ from those that I own and I apparently made a typo in the haste.
I described the incident on September 5th, 2022 and unfortunately have not yet received an answer, what can I do, should I wait a little longer or what would be the procedure in this case.
Regards!!
Ps: On August 21st I was not able to make payments via bitcoin since then.
Automatic translation:
Public
Public
2 years ago
Dear Hotzenplotz23,
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.
Do I understand correctly that verifying payment methods seems to be the only obstacle standing between you and your winnings? Could you please clarify how many credit cards did you use to deposit funds into your casino account?
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
Public
Public
2 years ago
Translation
Hello,
Thank you for your prompt reply.
I made successful deposits with a total of 2 credit cards, I photographed them and sent them along with the other documents for the KYZ procedure.
Now, however, 2 other credit cards are required that I have never owned and with which a successful transaction has never taken place.
The credit cards that are required are very similar to the ones I have, I guess I had a transposed number when trying to deposit. However, there has never been a successful transaction via the credit cards.
Best Regards Hotzenplotz
Automatic translation:
Public
Public
2 years ago
Thank you very much, Hotzenplotz23, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
2 years ago
Hi Hotzenplotz23,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 1win Casino to the conversation to participate in the resolution of this complaint.
Public
Public
2 years ago
Translation
Hi Peter,
The day before yesterday I contacted them again via the chat function in the 1win app.
I asked how long it would take for the verification (actually only the 2 credit cards that I don't have are missing) and I got the answer: the maximum response time can be up to 30 days and that he will forward the request for a speedy resolution of my issue.
Should I then wait for the casino to reply or what is the best course of action here?
Best regards
Automatic translation:
Public
Public
2 years ago
Hello Hotzenplotz23!
The specialists have already received the information in the company email and have taken it to work. At the moment you need to wait for the verification of the provided data to successfully pass the verification.
After successful verification, you will definitely receive an answer to your email! If we need additional information, we will also request it from you.
We would like to draw your attention to the fact that passing the verification is a standard procedure. After successful verification you will be able to withdraw funds again without any problems. Until then withdrawal from the account is limited in accordance with paragraph 11.3 of the Terms of Use of the site, section "General Terms and Conditions".
Please wait for the answer from the mail address of our company.
Best regards, 1win team.
Public
Public
2 years ago
Hi all,
Thank you for your replies.
Dear Hotzenplotz23,
Let's see if it works out now and if there was some sort of misunderstanding. Please let me know when there's news.
Public
Public
2 years ago
Translation
Hi Peter,
Unfortunately I haven't received a message from 1win yet, but I wanted to write before the complaint is deleted.
Warm greetings
Automatic translation:
Public
Public
2 years ago
Dear 1win Casino team,
Has there been any news regarding the player's verification?
Public
Public
2 years ago
Translation
Hello,
Unfortunately there was no contact between me and 1win. Some of the newsletters come daily, but the verification process probably takes a little longer. I just wanted to report that the complaint will not be deactivated.
Warm greetings!
Automatic translation:
Public
Public
2 years ago
Hello Hotzenplotz23!
Verification of your account has been successfully completed. The last withdrawal of funds for 27.09 is in the status of "Successfully", the funds were credited to your specified requisites.
Please clarify whether you have any difficulties in using our website at this time?
Best regards, 1win team.
Public
Public
2 years ago
Translation
Hello,
I'm glad that the verification worked. It is also true that I had a "successful" transaction yesterday, but unfortunately 2 transactions were rejected again, I don't know why.
Since yesterday I've already started 17 attempts, all of which unfortunately have not been processed. I just don't know why it sometimes works in a few minutes and sometimes nothing happens at all.
I have now canceled everything and requested 4 new withdrawals (one via bitcoin and 3 via perfect money) hoping they will be accepted.
I don't have any problems with the website and I mainly use the app, which works great, but apparently there are now problems with the payouts.
Warm greetings!
Edited
Automatic translation:
Public
Public
2 years ago
Hello Hotzenplotz23!
Deviations may occur from the side of the payment system, from our side there are no problems.
We recommend you not to make more than one withdrawal operation at a time. Wait until the funds are credited to one operation and only after that make the next withdrawal. This way there is more chance that the payment system will not reject withdrawals.
Best regards, 1win team.
Public
Public
2 years ago
Hi all,
Thank you for your replies.
Dear Hotzenplotz23,
Has there been any news regarding the withdrawals?
Public
Public
2 years ago
Translation
Hello,
I have now followed 1win's tip to request only one payout and have already had 4 successful transactions. A transaction is still open I started it yesterday and unfortunately it was rejected a few minutes ago.
I have now applied for the payout again and will report back if this is successful.
Best regards
Automatic translation:
Public
Public
2 years ago
Translation
Hello,
I could now withdraw everything.
Many thanks to Casino Guru and 1win for the support!!
We can now classify the complaint as resolved.
Regards Andy
Automatic translation:
Public
Public
2 years ago
Hello Hotzenplotz23!
This is great news! We are sincerely glad that your problem has been solved and that you do not have any difficulties using our website at the moment.
Thank you for choosing our company and we wish you good luck with your bets!
Best regards, 1win team.
Public
Public
2 years ago
Thank you 1win Casino team for your help.
Hi Hotzenplotz23,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
