1win Casino - Player's withdrawal is delayed and support is unresponsive.

Dear Vladimir5533,

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 take KYC lightly and it might take a few working days to complete this thorough process, but I agree that one month should be enough time to review your 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

Yes, I provided all the necessary documents. I was sent a special link to the site (kycaid.com), through which they conduct KYC. There they asked for a photo of my passport, I provided all the documents. They also contacted me via video. After all the checks, the site they trusted kycaid.com confirmed my identity. After 1win wrote to me that great, the documents were accepted. They will double-check everything again and open access within 14 days (they clarified that the maximum period can be up to 30 days). As of today, 32 days have already passed. Thank you!

Thank you very much for your reply, Vladimir5533. 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.

then after i verified using their link they sent me the following email

I waited and a month later reminded about myself. They sent me the same letter again

Now they don't answer anything at all. I write to them at different emails, but there is no answer.

my withdrawal is still blocked

Waiting for your help. Thank you! 🙏🏼

Thank you very much, Vladimir5533, 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.  

Hello there,

Thank you Vladimir5533 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

Thank you, I received the payment the other day

Dear Vladimir5533,

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, 

Peter