1win Casino - Player’s withdrawal has been delayed and account issues persist.

I have been using this casino for a month. From the beginning, deposits were made in 3 minutes and withdrawals were made in 3 hours at the earliest and the next day at the latest.

The problem arose after a month.

One day, I withdrew my deposit and the next day, all my Korean bank accounts were suspended. The deposit withdrawal account was reported as a voice phishing account, so all my accounts were suspended.

I reported this to them, but they did not do anything to solve the problem.

And after that, they issued a KYC to me and I did everything they wanted, but even after 15 days, I still have not received my deposit back. When I contacted them, they just told me to wait. This casino has a lot of problems.

Dear neo09092,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've encountered with this casino. I understand how frustrating this situation must be, especially with the suspension of your bank accounts and the delays you’re experiencing with the return of your deposit.

To help us investigate further, could you please provide additional details on the following points?

• Could you clarify the amount of your last withdrawal and when exactly it was requested?
• Do you have any correspondence from the casino regarding the reported voice phishing issue with your account? This information would help us understand any actions they may have taken.
• Have you received any specific reasons from the casino as to why the KYC process has taken longer than expected?
• Has the casino communicated a timeline or provided any updates after asking you to wait?

If you have any relevant communications with the casino that may clarify their responses or lack of action, please feel free to forward them to me at petronela.k@casino.guru.

Your cooperation is essential for us to move forward with this case. Without further details and input from your side, it would be challenging for us to assist in resolving this issue.

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

Can you tell me the last withdrawal amount and the exact date you requested the withdrawal?

The first is October 24th and the last is today, but it's all rejection. Did the casino contact you regarding the voice phishing issue reported to your account? Ini, I didn't get a call at all. This information will help us understand the actions they have taken.

Did the casino hear a specific reason why the KYC process took longer than expected?

No, I didn't hear it at all.

 The kyc certification was completed on October 24th. Did the casino tell you the schedule or provide an update after asking you to wait?

No, I didn't provide it at all. 

They are not notifying me why they are investigating or how long they are going to do it. I have sent a letter requesting a water-type chulgeum, but they do not respond anymore. Nevertheless, they do not stop playing and refuse to withdraw. Who would play in a casino where money cannot be withdrawn? This is a private enterprise. I ask them why they are the problem, but they don't answer.

It's the first time I've been investigating a game player for more than 20 days on the grounds of investigation. In my opinion, research is an excuse and it's just that this casino doesn't want to pay.

Thank you very much, neo09092, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Thank you for your help

Dear neo09092,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.