1win Casino - Player’s withdrawal has been delayed due to not passing the KYC procedure.

Good evening, since August 4th, I have not been able to withdraw my money.

My requests remain in process. I've tried leaving it, but within hours the balance returns to my account and the request is rejected. I have managed to withdraw three times, but all other attempts (trying to withdraw both small and larger amounts) have all been cancelled.

The webpage told me to send an email to a certain address, which I have done but to no avail - I have not received any responses.

Could you assist me?

Thank you very much in advance.

Dear Constitucion,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good morning Petronella.

Thank you for your time and information, I will wait the 14 days and then I will contact you again.

Greetings .

Hello Constitucion,

Have there been any developments since our last conversation, please? 

Dear Constitucion,

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.

Hello, no progress, they never responded.

I have my withdrawal locked for more than two weeks and they do not respond to emails.

Thank you very much, Constitucion, for providing all the necessary information. I will now transfer your complaint to my colleague Endri (endri.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.  

Hello, Constitucion, 

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint. 

Dear 1win Casino Team, 

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account? If the player has already sent the documents could you also state what is the estimated time frame for processing the payment?

Thank you in advance for providing the information. 

Good afternoon

The user did not provide documents upon request for verification.

Best regards, 1win team.

Hello 1win Casino Team,

Thank you so much for the clarification of this complaint. 

Could you please share with us how the process of verification works and which documents should the player send for verification? Do these documents need to be sent by email or uploaded to the account of the player?

I would like to thank you once more in advance for providing this information and I will redirect this answer to the player as well.

Dear Constitucion, 

The 1win Casino Representative claims that you didn't provide documents for verification. Please, I will ask you to send the documents needed to the casino and wait for the process of verification.

Good afternoon

Documents are requested and sent to us by e-mail. We asked the player for documents (the list of required data was in the letter), but the player did not contact us again. We have duplicated the request and are again awaiting a response from the player.

Best regards, 1win team.

Dear Constitucion, 

The 1win Casino Representative claims that you didn't provide documents for verification. 

Please, I will ask you to send the documents needed to the casino and wait for the process of verification. 

So, just to sum it up, could you please check your email inbox and spam as well and approve here that you found the casino's email and that you provided to them with what they require for the verification process?

Looking forward to hearing back from you!

Good afternoon. I sent an email detailing what happened and received no responses. Could you tell me what information you need and what email I should send it to? thank you

Dear 1win Casino Team,

Could you be so kind to provide the player with the email that they should send the documents to? 

We will also be very thankful if you can share directly here in the thread with us which documents are needed for the verification process.

Thank you in advance for your reply.

Best regards,

Endri from Casino.Guru

Good afternoon

The user must contact the email address security@1win.xyz

We also sent an email.

Best regards, 1win team.

Dear Constitucion, 

The 1win Casino Team has provided this email: security@1win.xyz.

Would be best if you could send them an email from the registered email in the casino and provide them with the information that you entered during the registration so they know with which player they are in contact. I think after this you will be able to receive a reply from them where they request the documents that need to be verified. I have also emailed them trying to find out why this issue is continuing.

Thank you for your time and patience,

Best regards,

Endri from Casino Guru

Dear Constitucion,

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.

However, the player can reopen this complaint at any time.