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

Hello, I initiated my withdrawals, but they were not credited within the 48-hour window. I contacted support and was told to send an email. I sent the email with the requested documents for KYC verification. I was given a timeframe of either 14 or 30 days. It's now been 17 days and I haven't received a response. My funds are being held and I wish to continue playing. My ID is #42541591. Thank you very much, I look forward to a resolution, please.

Dear pablocastillo821,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? 
• Could you please list which documents have you submitted to the casino?
• Do I understand correctly your account was restricted?
• Did you achieve your current balance with a bonus? 
• When did you request a withdrawal from the casino? Is it still pending in your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. Hi, how's Casino Guru going? I can't withdraw the funds because my KYC account is in the verification process.
2. Argentine ID, photo of me holding the ID and service ticket.-
3. It was not restricted.-
4. do not use any bonus.-
5. I requested them on several days from the funds, but on August 13 they sent the documents to KYC, 18 days after they were sent, I know they told me up to 30 days but I want to shorten the deadline if possible.-
6. I hope for a favorable response from the casino and thank you for your management.-

Was there any news since your last message, please?

If you have your recent interaction with the casino saved, could you please send the correspondence to my email at tomas@casino.guru?

I'll await your reply.

I sent you an email to your email, thank you very much.

Thank you very much, pablocastillo821, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear pablocastillo821,

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 more information on why the player's verification has not been finished yet?

Good afternoon

The user has successfully passed verification.

Withdrew funds from the game account.

Best regards, 1win team.

Dear 1win Casino,

Great news, thank you for the update.

Dear pablocastillo821,

As the 1win team mentioned, your verification was finished successfully, and you should be good to go to receive your withdrawal.

Please let me know if we can consider your complaint resolved or if you need any further assistance.

Hi, how are you? I was on a trip and I'm just getting up to speed, and the funds were released immediately, so the complaint is resolved for me! thank you so much.-

Dear pablocastillo821,

I'm glad to hear that your issue has been resolved.

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. 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