1win Casino - Player’s withdrawal has been delayed.

I had been playing on the site for some time, with deposits and withdrawals of up to 500 euros. Recently, I won 4000 euros from a 1000 euro deposit. I waited for a day to receive my payout and then wrote an email to the security department who requested verification - a photo of my passport and one of the cards I previously used for deposits. I sent everything they asked for and they told me to wait for 14-30 days. Given what's happening, I'm starting to suspect that they don't plan on paying out my winnings.

Dear makarovss,

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 take 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? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? If you wish to forward any relevant communication, my email address is petronela.k@casino.guru.

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

The withdrawals were divided into several requests and the first one is still pending from the 27th of August. 1win team is not answering my emails about why this KYC check is taking too long after I hav a decent win. Anywhere else KYC check took something about 5min-several hours, therefore I think that they are not going to pay me due to something they will trying to do now with my documents.

Let's record that the response from 1win came to me on August 28th.

The letter stated that the KYC check will take 14 days in a regular manner or 30 days in a complicated manner if additional checks are necessary.

Today 7 days out of 14 have passed, but after reading other disputes with 1win, I realized that it is better to write in advance since many people do not receive an answer to the verification account on time, or some problems begin and the winnings freeze.

Typically, in online casinos, KYC verification takes minutes or at most hours.

I am leading this thread so that this story is complete and it is clear from the very beginning how the KYC verification and withdrawal of funds are checked. I do not exclude the possibility that no response will be given within the allotted time and the winnings will not be paid. Thank you.

Thank you very much, makarovss, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, makarovss!

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!

Good afternoon

The user has been successfully verified.

Best regards, 1win team.

makarovss, please, confirm that you have been verified and let us know when you will receive your withdrawals!

Dear makarovss,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.