1win Casino - Player’s withdrawal delayed and account access denied.

I am unable to withdraw my money on 1win for over 2 months now.

After contacting customer service, they said I should send my document to 1win security.

After sending my documents, I have still not heard back from 1win security and now I cannot access my account.

I want my money back 1win is a trap.

Dear chi4obi,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

Yes. I know that KYC is very very important. That is why I sent all my documents as requested by 1win Security.

I have been playing live casino games and sometimes slots also. I do not use bonuses to play. I play directly with my deposit. They have not responded to my series of emails since May and my cash is trapped inside the account.

Thank you very much, chi4obi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear chi4obi,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide an update on the player's KYC process? Why does the process take so long?

Thank you, Petronela.

Hi Michal, thank you very much for looking into this.

Добрый день!

Аккаунт пользователя был заблокирован в июне 2023. Письмо о блокировке аккаунта получил.

Аккаунт был заблокирован в соответствии с пунктом правил 9.7: 

В соответствии с п.9.7. Правил использования сайта, раздела Общие положения и условия (далее - Правила), если участник пари совершает мошеннические действия в отношении букмекерской компании (мульти-аккаунт, использование ПО для автоматизации ставок, игра на арбитражных ситуациях, если игровой счет не используется для совершения ставок, злоупотребление программами лояльности и т.д.), то букмекерская компания оставляет за собой право пресечь такие мошеннические действия путём отмены ставок и закрытия игрового счета участника пари.

С уважением, команда 1win.

Dear 1win Casino,

Please forward any evidence to my email michal.k@casino.guru that supports your suspicions and helps us gain a better understanding of your decision.

I have not done any of these. I fund and play normal casino games with my account.

I have never used betting automation software. I don't even know what that is.

I don't abuse any loyalty program or play Arbitrage. I play normal casino games with odd 1.9 (clearly with house edge on it). I have no advantage whatsoever over the casino or over other players.

I have been playing the game with no issues. As my wager gradually increased, I no longer have access to my account and I have my fund of over 2700 dollars inside. Why?

I believe this is contrary to the principles governing fair B2C business relationships. Why lock my funds?

Добрый день!

Уважаемый chi4obi, ваш вывод в размере 2 723 $ был одобрен, подтвердите, пожалуйста, получение.

С уважением, команда 1win.

Dear 1win Casino, Dear Michal,

I can confirm I have received my withdrawal of $2,723.

Thank you very much.

Great news, chi4obi. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru