The player from Austria had a pending withdrawal of 80 EUR from 1win Casino since August 29. Although a previous withdrawal of 15 EUR had been completed successfully, support informed him that he needed to complete verification. Despite reaching out to multiple email addresses, he received no response regarding the verification or the delayed withdrawal. The issue was resolved after the player successfully completed the required verification, and the casino confirmed that the account was operating normally, allowing the player to access the full functionality of the site.
1win Casino - Player's withdrawal is delayed due to verification issues.
Amount: €80
1win Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.6
1win Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months 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!
Automatic translation:
Public
Public
3 months 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
Sensitive attachment
Sensitive attachment
3 months 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
Automatic translation:
Public
Public
3 months 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?
Public
Public
3 months 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!
Automatic translation:
Public
Public
3 months 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.
Public
Public
3 months 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.
Public
Public
3 months 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.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months 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!
Automatic translation:
Public
Public
3 months 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?
Sensitive attachment
Sensitive attachment
3 months 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":
Public
Public
3 months ago
Dear milibeganov,
thanks for the update.
Dear 1win Casino,
your prompt attention to this matter at your earliest convenience would be greatly appreciated.
Public
Public
2 months ago
Translation
Hello,
I would like to note that I received a deposit from 1WIN today. Yesterday I received an email asking me to verify my identity, which I did. This morning I received my money.
I would wait for a statement from 1WIN, but things are looking good.
Thank you!
mb
Automatic translation:
Public
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
2 months ago
Translation
Good afternoon
Your account verification has been successfully completed, the account is currently operating normally and you have access to the full functionality of the site.
Best regards, 1win team.
Automatic translation:
Public
Public
2 months ago
Dear 1win Casino,
thanks for the update.
Dear milibeganov,
can we consider this complaint to be resolved, please?
Public
Public
2 months ago
Dear milibeganov,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina Duboak
Casino.Guru
