1win Casino - Player's withdrawal is delayed due to unresponsive customer service.

Hello,Hello, my previous withdrawal request was not approved. Customer service asked me to verify it with Kyc. I submitted the materials and informed me that I would receive a message within 14 days. However, it has been a month now and I have not received a response. I have sent an email but no one has replied.I have contacted customer service multiple times to inquire about the results, but no one has replied.

Dear s2s469,

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 you have been a player of the casino?

Could you please list which documents were requested from you and which documents you submitted to the casino?

Could you please send me the last communication you received from the casino regarding your account?

My email address is tomas@casino.guru

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

Hello, thank you very much for your reply. Here are a few questions for me to answer: I started playing this casino on June 15th. When I made a withdrawal in July, the customer service told me to require Kyc authentication. I sent them my ID and photo of my holding ID, and they said they would reply to my email within 14 days, but I haven't received their email yet

Thank you very much, s2s469, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi s2s469,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please specify if you have received all the documents required for the verification? It seems that you initially stated that the review of the documents can take up to 30 days, but it's been more time already.

I hope that you can assist in this matter. If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Добрый день!

Пользователь успешно прошёл верификацию.

Вывод средств доступен

С уважением, команда 1win.

Thank you for checking the player's issue, 1win Casino.

Dear s2s469, can you please confirm your account is now verified and you are able to submit a new withdrawal request?

Dear Natalia,

Thank you very much for your help. Currently, 1win has restored my withdrawal function, and my withdrawal has also been credited

Dear s2s469,

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 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,

Natalia

Casino.Guru