1win Casino - Player's withdrawal is delayed after verification process.

I've been unable to withdraw my money for 31 days now. I was initially able to do so without any issues, but then they requested my personal information along with a photo. I sent these details on April 1st, whereupon I was informed to wait anywhere between 14 to 30 days. However, to this date, they have provided no response whatsoever.

Dear plowplow1821,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 

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

-Game from May 19, 2022

-I can still log into my account and play at the casino but support tells me that I have a "temporary block that is routine" but they won't let me withdraw.

I have withdrawals waiting for almost more than 20 days and they are not executed since I had to verify my account, they gave me a period of 14 to 30 days for verification. I'm still waiting since April 1 of this year

- I play roulette, aviator, sports betting, mines, bonanza but more roulette

- I currently have a balance less than my deposits. Since after 30 days I lost my profits.

-Collect a bonus called 1win coins

They give you coins for playing at the casino, I didn't get my current balance with that bonus, what's more, I lost it, I'm losing at that casino.

They just accepted my corresponding deposit and it has already arrived in my account. They haven't sent me any email yet but they accepted my deposit today.

Thank you very much, plowplow1821, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.  

Hello plowplow1821,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite 1win Casino’s representatives to join this discussion in order to resolve this issue.

Dear 1win Casino,

Could you please provide an update on the status of the player’s verification and withdrawal requests?

Best Regards,

Jakub

Good afternoon

The user has successfully passed verification. Successfully withdrew funds from my account.

Sincerely, 1win team.

Dear 1win Casino,

Thank you very much for providing information and for your cooperation.

Dear plowplow1821,

Could you please confirm that your withdrawal has been successfully completed?

Best Regards,

Jakub

Dear plowplow1821,

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.

Yes, I confirm that everything is solved

Dear plowplow1821,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'RESOLVED' in our system. 

Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best Regards,

Jakub