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

I have been trying withdrawal from my acount because i wanted to use that for some important purpose. they stopped my withdrawal for verification purpose on their email. but i have already done my verification a month back. by submitting documentation. they are now just delaying and saying me to wait. no reply from them. its been 8 days since i haven’t withdrawn my money .

my account id : 74***450

Dear coolshastri100,

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. It is common to request additional documents even though your account has been verified.

• Could you please advise which documents have been requested this time?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

yes they did not requested any documents but i sent them the one they requested lasted time. national id card . a selfie with the card and adress proof .

and after i sent them they are telling me to wait. casinoguru understand that i have a important use of that money . so i cant wait . tell them to release my money!!!

i sent all the documents in correct format twice

Thank you very much for your reply, coolshastri100. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

its the same reply again again and again not satisfactory answer

they keep saying wait for 14 days , but atleast they can inform what are they checking

Thank you very much, coolshastri100, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 coolshastri100,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Добрый день!

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.

i want proof , or you provide the proof the casino guru. they will explain what mistake i did because of that i got blocked or banned. please help me to know about my mistake.

Dear 1win Casino,

Could you please specify, which rule the player breached, and provide supporting evidence?

Thank you.

We would like to ask the 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’ which may negatively affect its rating.

Добрый день!

Отправили доказательства на электронный адрес miroslava.d@casino.guru . Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear coolshastri100,

Have you used the same crypto wallet as another player in this casino?

Dear coolshastri100,

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.

Dear coolshastri100,

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.