The player from Argentina requested a withdrawal three weeks ago. The casino asked for identity verification documents, which were promptly provided. The verification was supposed to be completed within 14 days, but 17 days have passed without any update. Casino has provided us with evidence containing clear signs of fraudulent activity, therefore we have rejected the complaint.
1win Casino - Player's withdrawal is delayed.
Amount: $13,500 ARS
1win Casino
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
On July 23, 2023, I made a withdrawal and sent an email. On July 28, they responded and asked me to verify my identity, so I sent all the required documents,
They replied that my verification would be complete within 14 days, but 17 days have passed and I have received no response.
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1 year ago
Dear facumzaa,
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 takes KYC lightly and it might take a few working days to complete this thorough process and two weeks should be enough time to review all documents.
Could you please advise which documents you have already provided? 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
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1 year ago
Translation
Good morning
I sent everything they asked for: a photo of the ID in front and behind, a photo of my face holding the ID in front and behind, and a utility bill to verify my address.
They did not ask me for any specific format
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1 year ago
Thank you very much for your reply, facumzaa. Before we contact the casino, 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.
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1 year ago
Thank you very much, facumzaa, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 year ago
Hello there,
Thank you facumzaa for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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1 year ago
Translation
Good afternoon
The account was blocked according to paragraph 9.7 of the rules -
In accordance with clause 9.7. of the Terms of Use of the Site, section General Terms and Conditions (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of betting automation software, playing on arbitrage situations, if the game account is not used for making bets, abuse of loyalty programs, etc.), then the betting company reserves the right to stop such fraudulent actions by canceling bets and closing the bettor's gaming account.
Sincerely, 1win team.
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1 year ago
Dear 1win Casino Team, could you please provide evidence of these fraudulent actions to my email? (peter.c@casino.guru) Thank you in advance!
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1 year ago
Translation
I want to know the evidence why it is blocked, in my account I never did anything that is said, and the multi-account thing can be set in the IP address of the devices that entered the account. The only thing they want to do is not pay or verify because I am from Argentina, they are not paying all Argentinians.
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1 year ago
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Good afternoon
Sent proof by email. Look here please
Best regards, 1win team.
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1 year ago
Dear facumzaa, we have received evidence from a casino representative we are unable to share with you due to our mutual agreement but there are clear signs of fraudulent activity and we agree with the steps taken by the casino. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
