1win Casino - Player’s withdrawal is delayed due to a pending account verification.

I began playing at the 1win casino in early August 2023. I had no issues depositing, and even when I needed to make withdrawals, I encountered no problems. However, on the 7th of August, they stopped letting me withdraw. When I inquired about this via chat, they advised me to get in touch with security@1win.xyz. Upon doing so, they asked me to send in documents such as my ID, a photo of me with my ID, and a utility bill under my name displaying my address. I promptly sent all the requested documents. They informed me that the account verification process would be completed within 14 days. It's now been 15 days since I sent everything, and they haven't responded to me. I've queried several times about the situation, but I've always been met with silence.

I hope you can assist me as I want to continue playing because I enjoy the app and the casino. But it's taking too much time for them to check a few documents and don't even get me started about replying...they just don't...

Dear ffilimon, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Please bear in mind that in the emails you provided us with, there is the information that the verification may last up to 30 days if necessary.

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, 

Veronika

Hello Verónica, below I detail the documentation sent on 08/09/2023

1- Proof of identity (I attach the file with my ID)

2- Utility bill with proof of residence (I am attaching the Electricity service file with the address of my ID)

3-Photo of my face with my ID in my hand (I attach the file with the photo)

ID 43****

I sent them almost immediately they were requested (I think the next day as soon as I saw the message) and in the correct format.

Regarding the 30 days, it says that in the case of requiring documentation, verification or additional information, it can last 30 days, only in that case, not in general, and since no additional information or documentation was requested from me, no It should take longer than the initial 14 days. Which already seems like too long to me.

The problem also resides in the fact that one is left in uncertainty since when asking how the process is going they never answer any email, so one does not know if I arrived safely, if not, if there was a problem... nothing...

Thank you very much and I hope for a quick resolution since I want to continue playing and being able to deposit and withdraw my funds freely.

Facundo Filimon

1win ID 43****

Thank you very much, ffilimon, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi ffilimon,

Thanks for submitting a complaint. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for delaying the player's verification? Could you advise at which stage the checks are and when the player can expect his account to be verified to be able to withdraw again?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia, I just wanted to log into my account as always and it turns out that it is blocked. Did you know about this? This is new since my account was never blocked nor am I aware that in order to carry out the verification the account was blocked.

Do you have a way to contact the casino to find out why he did that?

Facundo Filimon

ID 43****

Thank you

Hello Natalia, I just realized that I received an email from 1win, where they accuse me of fraudulent actions without any argument and without further ado they close my account and keep my money. More impossible scam. Could you please mediate and help me, it is the perfect strategy, they close your account, keep my money and accuse me of something without arguments or evidence. That's a robbery. I hope you help me please. I want to withdraw my money to my crypto wallet

Facundo Filimon

Good afternoon

Sent information to email natalia.b@casino.guru

Best regards, 1win team.

Thank you for your reply, 1win Casino. I've checked the files you sent and wrote back with some additional questions.

Dear ffilimon, I'll let you know after we analyze all the evidence from the casino. Thank you for your patience.

Good afternoon

Sent information to email natalia.b@casino.guru

Look here please

Best regards, 1win team.

Dear ffilimon,

We have received evidence from 1win Casino that you and some other players are engaging in the same or very similar gameplay and player behavior that shows signs of using the website as an exchange platform. I'm afraid, that the casino acted in accordance with its Terms and Conditions:

13.12. We do not provide money exchange services. We have the right to close such accounts and:

13.12.1. withhold a commission in the amount of our costs of withdrawal of funds not involved in the game; 

13.12.2. invalidate all transactions carried out with the main and duplicate accounts;

13.12.3. not to return to the Clients all deposits made from the main and duplicate accounts.

Due to the aforementioned reasons, we cannot resolve the case in your favour, and the 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.