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

Withdrawal is pending from so long

Customer support saying "Hello!

Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request.)"

Hello Pratik_yella,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Verification has been started from 21 june 2024 after sending adhaar card and selfie with adhaar they only reply "Within 14 days, a letter will be sent to you based on the results of checking your game account (the maximum time, if additional checks are necessary, can reach 30 days from the request"

Last time said withdrawal is still pending

And they replyed same

Hello Pratik_yella,

Can you also please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Sent

Thank you Pratik_yella for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Pratik_yella,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. 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? Would you please specify what is the current status of the review of the player's account and when they can expect KYC to be finished and the withdrawal request processed?

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

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.

Good afternoon

The account has been blocked in accordance with paragraph 9.7 of the rules.

Withdrew the amount to the user.

Best regards, 1win team.

Dear Pratik_yella, can you please confirm whether you received the withdrawal?

Dear Pratik_yella,

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 1win Casino, could you please specify how exactly the player breached the rule 9.7, which states "If the bet participant commits cheating against the betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for betting, abuse of loyalty programs, etc.), the betting company reserves the right to suppress such cheating by canceling bets and closing the game account of the bet participant."

You can send any supporting evidence to my email at natalia.b@casino.guru, thank you.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Dear 1win Casino, I have just sent you a reply with a few more questions to clarify the situation completely. I'll be waiting for more information before we can move forward.

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.

Good afternoon

We will send the information as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Thank you, 1win Casino, for the email.

Dear Pratik_yella, we were asking you to confirm if you have received the payment from the casino, but since there has been no response from you for more than a month, I'm forced to reject the complaint. Please, be informed that you can request to reopen this complaint at any time.

Regards,

Natalia

Casino.Guru