1win Casino - Player's withdrawal delayed after security check.

Hello Casinoguru,

As you know, I have been playing 1win for a long time.One day suddenly my withdrawal stopped.When I asked in live support they told me to contact security@1win.xyz, When I contacted them, they asked for documents from me.I sent all the documents on 10th August.He had asked to reply within 14 days, today is the 17th day and no reply has come.Please solve my problem as soon as faster please.

Dear Janharkhan1988,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello Petronela,

I know that KYC is important so I sent all the documens ,After that they told me that the letter will be received within 14 days after sending documents, But today is the 17th day, I have not received any letter yet.

Thank you very much, Janharkhan1988, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Janharkhan1988,

I've reviewed your case and am sorry that you came across such a problem with the verification of your documents. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 1win Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify if you have received all the required documents from the player? When the player can expect their papers to be checked?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Good afternoon

The user has successfully passed verification.

Withdrawal is available.

Best regards, 1win team.

Thank you for providing this information, 1win Casino.

Dear Janharkhan1988, can you please confirm that you your account is now verified and the withdrawal option is available for you? Let me know if we can already close your complaint or if you need further assistance.

Dear Janharkhan1988,

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.

Hello Casinoguru,

My 1win account was successfully verified.thank you so much.

Dear Janharkhan1988,

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,

Natalia

Casino.Guru