1win Casino - Player’s withdrawal request is delayed.

On December 1st, I attempted a withdrawal, and by December 2nd, I submitted my ID and facial verification through KYC. After that, I received an email from the casino's security team stating that they would respond within 14 days. However, even after 14 days, I received no response. When I inquired, I only received the same reply, stating that I would receive a response within 14 days, and the customer service just keeps telling me to wait. I have never accumulated winnings from a bonus, so what more can I do?

Dear Jeon,

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 your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Have you submitted any other identity documents for KYC other than your ID and facial verification?

When was the last time you communicated with the casino regarding the investigation of your account?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1. I only played baccarat at live casino.
2. No additional submissions other than ID and facial authentication were required.
3. Last contact was on December 16th

Thank you for your replies. Before we proceed with the investigation, please forward me the emails you received from the casino along with all the other communication between you and customer support that could be relevant to your case. My email address is [email protected]. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.

Dear Jeon,

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.