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

hi I am writing to you because I no longer receive withdrawals from the 1win casino.

Initially I made 2 withdrawals, all of which were successful and the money arrived in about 10 minutes.

From the third withdrawal onwards they took a long time and I had to wait a long time until I canceled them. I wrote to the assistance asking why and they invited me to send the documents for the identification and I did it but it takes about 2 weeks and I cannot wait for a verification to withdraw my money ...

I've been waiting for a few days now but I bet they won't arrive.

I don't understand why before it was so immediate and all of a sudden it takes so long, I have friends who play in the same casino and they told me that they get withdrawals immediately and this thing has become frustrating for me because I cannot withdraw my winnings .

I also tried to withdraw with a credit card since before I only did it with crypto ...

can you help me in any way? thank you

Dear Mihaela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents. Some casinos process the first withdrawal or withdrawals of smaller amounts without asking for documents.

Could you please clarify which documents you provided? When exactly did you send the last document? Please confirm that you have submitted everything that has been required.

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

I sent the documents they requested including a photo of the identity document and I sent my passport, a photo of myself and a utility bill ... I sent everything and 5 days have passed but I still have no answers

Thank you very much Mihaela for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello Mihaela,

I will take care of your complaint from now on. I am sorry to hear about your problem with a delayed withdrawal, due to ongoing verification. Please note that canceling a withdrawal request and making a new withdrawal request instead might prolong the entire process of your withdrawal.

It is a common procedure for casinos to audit players’ accounts, particularly, after repeated withdrawal requests. From our experience, it may take the casino up to 14 days. That’s why we advise players to be patient and fully cooperate with the casino. If there’s no development by Friday this week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I did the last withdrawal on February 24th. I wait until March 10 to see if anything changes. but I'm not very confident

Hello Mihaela,

thanks for your message. I'll set the timer accordingly, and I will await your reply. If anything changes in your case, please let me know. Much appreciated!

hi unfortunately nothing has changed, 2 weeks have passed and the money has not yet entered, I contacted their assistant who asked me to deposit 10 euros to show that I play with real money ...

I did but then he asked me to cancel all withdrawals and send the money to his ID, which I tried to do but the system gives me an error so I couldn't.

they still don't reply to my identity confirmation email and the money is all pending ... what can I do? I need my money which has now turned into 55 euros.

this casino is very messed up and features don't work out. please help me withdraw my money.

Thank you, Mihaela for the message.

I'll now try to contact the casino representative in order to find out how to best help you. I would advise against sending money to a stranger's ID, including casino support.

I would like to invite 1win Casino to participate in the resolution of this complaint.

Dear 1win Casino,

what is the status of Mihaela's verification process? Please advise what can be done for Mihaela to successfully withdraw her winnings?

thank you very much… I am waiting for answers

We would like to ask 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

it is not possible that this casino has not given me the money for 1 month, if they do not answer, what will become of my money ?! shameful, really bad casino.

why the casino doesn’t answer!!!!!

Dear Mihaela,

I tried to contact the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

Hello all,

We are reopening the complaint as per the casino's request.

The casino sent us the following message:

"Hello!

As previously reported in the letter, your account has been blocked for violating clause 9.7. of the Terms of Use of the Site, section "General Terms and Conditions (hereinafter referred to as the Rules)": If a bettor commits fraudulent actions against a betting company (multi-account, use of software for automating bets, playing on arbitrage situations, if the game account is not used to commit rates, abuse of loyalty programs, etc.), the betting company reserves the right to stop such fraudulent activities. We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unreasonable decisions.

Sincerely, 1win team."

Dear 1win Casino,

Could you explain in more detail what rule was breached? The rule you mention in your message is very broad and your description doesn't help us in understanding what really happened.

Based on what information have you come to the conclusion? Please provide evidence of your claims to my email address at tomas@casino.guru

Much appreciated!

unfortunately they blocked my account for no reason, I never violated any guidelines, I deposited money they stole it from me ... shameful. when they see you win something they block your account. bad site.

Hello,

We would like to ask 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ again.

Hello,

Sadly, since we have not received any relevant evidence from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way and could help to change its approach.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

We received additional information from the casino and after an investigation of all the circumstances we decided to change the outcome of the complaint. We received evidence regarding the breaking of casino rules regarding the abuse of the casino's loyalty bonuses. This was sufficient evidence for us to conclude the player's complaint was unjustified.