1win Casino - Player's verification and withdrawal delays.

Sir my name is Archana ..I bought a phone from my colleague and i create 1win account .. and after few days i tried to withdrawal my funds but it could not processed forward it was in awaiting for 3 days so i contacted customer care and they asked me to email at "security@1win.xyz" so i did that and they asked me for Identity documents for verification and then i got an email that they will look and revert me back within 14 days ...and now its been 20 days and still i am not able to withdraw and still waiting for funds to be withdrawn i have 442k in my account but they are not responding me there

Hello kumarsubmondal,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello Nick thank you for the reply.

On 27th of august i tried to withdraw my funds through imps but unfortunately it was showing awaiting and then i contacted the customer care and they told me that i need to contact 1win through "security@1win.xyz" this email so i sent them an email on 28th of august and told them that i am not able to withdraw my funds so they sent me an email

In accordance with p.10.3. To confirm the accuracy of information, the Company may request documents confirming the identity of Customers.

To conduct a comprehensive and objective verification, please provide the following information to our e-mail address:

1. proof of identity;

2. utility bill with proof of residence;

3. a picture of Your face with an identity document in a well-lit room.

Best regards, 1win team.

And then on 28th august i sent them all the original id of mine including Aadhar card, pan card selfie with pan and aadhar card and my utility bill ... and then they emailed me back

but since then its been very long time and they are not responding to my any emails

kindly help me out to complete my verification so that i can withdraw my funds

On 31st august my last email to them asking about the status of my verification but mo reply yet and then i spoke to thwir customer care they said if you email them in between time period then the time period will start from your last email ..i mean that's very lame customer should have the right tp know the status of their verification but they are not replying me and its been 2 weeks now.

Looking forward to your reply nick

And i am sorry i Mentioned 20 days on my 1st email it supposed to be 2 week by mistakenly it typed 20 days

Thank you kumarsubmondal for all the information provided. As the standard period for verification is 14 days, I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, kumarsubmondal!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thanks nick but my problem has been resolved...1win has verified my account and i am able to withdraw my funds now

kumarsubmondal, please, then let us know as soon as you will withdraw all your funds successfully.

Dear kumarsubmondal,

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.

My issue has been resolved and i withdrew ny all funds successfully

Dear kumarsubmondal,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team