1win Casino - Player's withdrawal delayed for 20 days.

My withdrawal is pending like 20 days and im still waiting. I have sent confirm of identity documents already they said answer me within 2 weeks but im still waiting for answer. Support said 'cancel the withdrawal and request again' and i requested again but still pending like 1 week. Someone help me please

Dear developer20010605,

Thank you very much for submitting this complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please confirm that you passed the KYC verification of your account?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with customer support and what was it about?

Please keep in mind that we recommend players wait up to 14 days for their withdrawals to be processed and paid out. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

1. im asked from support 'my account verified or not' they said 'we are not available to access that information contact security team via email' i have contacted but they are not answered me. i have already sent KYC documents. security team said 'it will take 14 days to check game history, kyc etc...
2. its not any bonus im not activated any bonus.
3. last time support was yesterday live support[not security team] before they said 'it will take 14 business days that can increase to 30 days if additional checks needed' i asked why 14 days increased to 30 days ? they said to me 'The maximum resolution time is typically 30 business days, although the relevant department usually resolves issues faster than that. We kindly request that you wait for a response via email. Please note that business days exclude Saturdays and Sundays.'
4. security team still not answering me i have sent 3-4 emails
5. they are not telling me my account verified or not they are not told me any good answer i need to know why its delaying that much.

i have won about 52000$ form extreme roulette at 0 number with x700 [bet 75$] and requested to withdraw 10000$

the date of last email is respond is [June 23] already take 14 business days

i have changed disputed amount to 10000usd but its currency changed to my country currency automatically. i wants to change MNT to USD its not MNT currency. thank you

I would recommend you wait up to 30 days for your account to be verified. If your account is not verified by 23 July, let me know and we will intervene.

okey i will send response at 23 of july

Today is the 23 of Jul & still no answer for my email. what do i do ?

Thank you very much, developer20010605, 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.

okey i will be waiting for the respond

Hi developer20010605,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Has your security department finished the checks?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Добрый день!

Верификация была успешно завершена, пользователю доступен вывод денежных средств.

Дополнительно письмо о статусе верификации мы отправили игроку на электронную почту.

С уважением, команда 1win.

thank you so much 🙂

Thank you for your response, 1win team.

Dear developer20010605, can you please confirm your account is now displayed as verified on the website? Can you also specify, what is the current status of your withdrawal request now? Do you need to submit a withdrawal request again or your old pending withdrawal was processed? Thank you.

i need to submit withdrawal request again. because they are declined my old request. theres no verified badge on website idk its verified or no.

Добрый день!

Вывод был отклонен со стороны платежной системы, попробуйте, пожалуйста, уменьшить сумму.

С уважением, команда 1win.

why it is declined ? give me information of it

Dear developer20010605, have you tried to request a withdrawal of a smaller amount yet? When you entered the amount you initially wanted to withdraw, did the system allow you to enter that high number or there's no limit set?

theres 10000$ limit and i tried 10000$ first and it is declined. I have tried 5000$ and it's approved & works. 🙂

Dear developer20010605, that's great news! Can we close your complaint as resolved if you already received the payment? Please, let us know.

Yes. My withdrawal is working well. Thank you

Dear developer20010605,

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