1win Casino - Player's withdrawal is delayed due to unfinished verification.

So I deposited 10$. I betted and I won 200$. I decided to withdraw it 4 days ago to Tether. After 2 days it was still awaiting. So I changed the withdrawal method to perfect money and tried again. Still not received. I contacted customer support they asked me to mail. i mailed with all the documents to verify my identity and all. Yet till now I got no response. This is actually very sad for a big casino like this. I made that 200$ with my own money not their bonus or anything.

Dear Slademv, 

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 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?

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

I have sent my proof of ID, a picture of me holding the ID and the picture of the front side of my debit card according to their needs. It has been like 2 days now.

Thank you for the reply. Kindly keep in mind that we usually recommend players wait several days for their verification to be complete. Please let me know as soon as your documents are approved or rejected.

Okay sure

Dear Slademv, has your verification been approved by the casino yet? Please keep us updated.

Dear Slademv,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.