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

From August 6th, when they applied for withdrawal, they put the withdrawal on hold asking for authentication of my account, and according to the mail I received from 1win, the time it takes to authenticate is 14 to 30 days maximum.

However, from August 6th to October 15th, they have ignored me without replying to me for more than 70 days. It feels like this company is out of business and doesn't have any employees. My latest withdrawal has been in progress since September 15th, no withdrawal is in progress and the casino has no response.

No bonus, no freespin, i only played roulette

Dear yeosy1220,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your account available to you? Are you able to log in deposit and play?
• When was the last time the casino contacted you and what was your interaction about?
• Have you provided any documents for verification? Have you completed the verification of your account successfully?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Is your account available to you? Are you able to log in deposit and play?

->Yes, account is available, able to log in, i can deposit and play 

When was the last time the casino contacted you and what was your interaction about?

-> i submitted you the "email sent log" 

Last time the casino contacted date is "sep 24"

the interaction is "there is nothing, there is no reponse by casino"

Have you provided any documents for verification? Have you completed the verification of your account successfully?

I hope we will be able to help you to resolve th

-> i provided my documents(national id card, residence document, and my face video check), its all completed at that time.

i provided this all "Aug 8"..!!!!. and today "oct 16"

------------------------------------------------------------

From aug 8 to oct16, there has never been a response from the casino.

(I made about 6 e-mail inquiries to the casino)

Thank you very much, yeosy1220, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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 yeosy1220, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 1win Casino representative to join this conversation. 

Dear 1win Casino, could you please provide more information about this case? 

Looking forward to your reply.

Good afternoon

Account verification has been successfully completed, the account is currently operating normally and you have access to the full functionality of the site.

Best regards, 1win team.

After I filed a complaint, the withdrawal was completed a few days ago and I got an email response from 1win. I've been suffering for over 80 days, but I'm glad it's resolved.

Dear 1win Casino,

thanks for the update.

Dear yeosy1220, 

I am glad your account has been fully verified. Have you received your withdrawal as well, please?

Yes i received my withdrawal thank you for your help Katarina..

Dear yeosy1220,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru