The player from Austria has a pending withdrawal of 80 EUR from 1win Casino since August 29. Although a previous withdrawal of 15 EUR was completed successfully, support has informed him that he must complete verification. Despite reaching out to multiple email addresses, he has received no response regarding the verification or the delayed withdrawal.
1win Casino - Player's withdrawal is delayed due to verification issues.
Amount: €80
1win Casino
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Case opened
Current status
Waiting for casino to reply
3d 12h 58m 48s
Case summary
3 days ago
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2 weeks ago
Translation
On August 29, 2024, I requested a withdrawal of 80 EUR from 1win Casino through my account #86102562. All my profile information is complete and correct. A previous withdrawal of 15 EUR was processed and completed without any issues.
Unfortunately, the 80 EUR withdrawal has been pending since August 29th. Upon inquiring with support, I was informed that I need to complete verification. I have since tried to contact them through various email addresses (support@1win.social, security@1win.social, business@1win.social, partners@1w.run) to initiate the verification process. However, I have not received any response to my inquiries.
Given that the withdrawal is being unnecessarily delayed and I have received no feedback regarding the verification, I kindly request a prompt review and processing, so that the 80 EUR withdrawal can finally be released.
Please assist!
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2 weeks ago
Dear milibeganov,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Is there any way to upload your identity documents directly to your casino profile for verification?
Have you tried contacting Live Chat to inquire about the possibilities of verification?
When was the last time you communicated with customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 weeks ago
Translation
Hello Veronica,
I have already written to the support several times. I will always reply to the E-MAILS ( , ) - but when I send the email I always get the reply that these email addresses do not exist. I then used the other two email addresses and got exactly the same error message. Unfortunately I can't enter anything in the profile either.
I tried twice, on August 24th and 26th.
Thank you!
Mili
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1 week ago
Have you contacted live chat to inquire about the error with delivering your emails? Have you tried sending the documents to each of the email addresses separately to check if any of them is working?
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1 week ago
Translation
Hello,
I have mentioned this to the chat several times, but I was always put off or given no concrete answer.
Of course I tried that. Each email was also sent individually.
In my opinion, this shouldn't be the solution. It's clearly an attempt to test the player's patience to the limit so that he gives up. Other providers manage to do this, don't they?
Thanks!
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1 week ago
Thank you very much, milibeganov, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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1 week ago
Dear milibeganov,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite 1win Casino representative to join this conversation.
Dear 1win Casino, could you please provide more information about this case?
Looking forward to your reply.
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1 week ago
Translation
Good afternoon
Dear milibeganov , please contact us from a different email address. Be sure to include your game account ID in the letter.
Best regards, 1win team.
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1 week ago
Translation
Good day,
I have just sent an email with my ID from an alternative email address. I am waiting for a solution to the problem.
Apparently it went through - please do not close the ticket - I would like to leave it open until the payout.
Thanks!
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4 days ago
Dear milibeganov,
thank you for the update. This complaint remains open until you confirm the arrival of your funds.
Dear 1win Casino,
have you received everything you needed from milibeganov, please?
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3 days ago
Hi,
I have now attempted to complete the requested verification for the fourth time, and I am truly running out of patience. Yesterday, I received yet another email from you, asking me to send my verification request to security@1win.social, which I have done once again, without any resolution.
I don’t understand why this process is so complicated. This is only about 80 EUR—what will happen if I win 1,000 EUR? Will I need to appear in person? Please see the attached screenshot for reference.
Kindly address this issue and resolve it as soon as possible, as this is becoming increasingly frustrating.
Best regards,
Milibeganov
Email from: 16.09.2024 23:33
My EMAIL (again) from "now":
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3 days ago
Dear milibeganov,
thanks for the update.
Dear 1win Casino,
your prompt attention to this matter at your earliest convenience would be greatly appreciated.
1win Casino has 3d 12h 58m 48s to reply
Katarina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
