1win Casino - Player’s withdrawal is delayed due to KYC requirements.

Hello, I'm a 1win casino user.

I created an account in July 2024 and it's from December that I started playing the game. Then, I applied for withdrawal on December 31, 2024. The 1win casino said it needs to be KYC certified and it will be processed within 14 days, but the withdrawal has not been made yet, and the security department has not responded to the mail at all. Please help me.

Dear JinhoChoi,

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.

• Could you please list 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?
• Are you able to check the status of your submitted documents? Could you please share a screenshot?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

1. I sent you my ID and face photo, which are KYC certification process.

2. I sent all the documents in the correct format.

3.I will send you the photo attached by email. 4. For your information, I did not use any bonus.

All documents have been submitted on December 31st.

Thanks for the provided information.

Have you received any updates about your withdrawal since your last post?

Please let me know.

No, I didn't get any contact except to tell them to wait.

I just sent a KYC certification email from the security department and I already got KYC certification on December 31. It shows when you see the picture. I don't know how to handle it.

From what I can see, the security department doesn't even know what to do at the moment. Can you call 1win casino here and ask him why he still can't check my account and withdraw?

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

The total amount in my account is 45000000 won, and I've been waiting for the result of my account verification since December 31. As a result, nothing has been resolved for 30 days, and I haven't heard from the security department despite submitting all the documents correctly. Therefore, I want to complete the account verification process quickly and withdraw my money.

ID: 83951555

I didn't do the withdrawal for too long, so I ended up losing all my money while playing the game. 1win definitely said everything would be settled in 30 days, but he didn't do it until the end.

I don't think this would have happened if 1win had made the withdrawal on time. I can't get my money back, but I think everyone should know about this from 1win.

Dear JinhoChoi,

I understand the frustration caused by the delay in the verification process, but unfortunately, as the funds in question have already been played out after the verification, we are unable to assist with your issue further.

Please note that casinos are required to conduct verification (KYC - Know Your Customer) on all accounts. While this process can take some time, it is necessary for compliance with anti-money laundering laws, fraud prevention, and to ensure responsible gambling. KYC helps protect minors and enhances overall security, fostering trust among users and contributing to a safer gaming environment.

Regrettably, as the funds have already been played out, there is no remaining amount to dispute, and we must reject your complaint.

For future reference, if you encounter withdrawal issues and wish to submit a complaint, please avoid using the funds in question until the issue is fully resolved. This ensures that the complaint can be addressed without complications.

If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo