1win Casino - Player’s withdrawals and verification are delayed.

On the 1st of December, I requested 5 withdrawals in large amounts. On the same day, I was asked to send an email to security@1win.xyz, which I did. Subsequently, they requested the necessary documentation for account verification. I complied, and they asked for 14 days to verify the account. Today, the 16th of December, I've yet to receive any response from the platform via email. The customer service - via calls, live chat, or Telegram - has been terrible and questionable. During live chats, they leave the conversation midway; on Telegram, they delete the delivered messages; over the phone, they hang up on you. I have sent new emails as requested during the chats, and have done everything as per their guidance. But up until now, they don't seem interested in resolving the issue. Instead, they keep asking me to wait and send a new email, creating an infinite loop because every new email resets the 14-day deadline.

I have screenshots of everything I've mentioned here, as well as call recordings. Today, for example, a representative stated that everything would be resolved by today, or at most, by tomorrow. Through live chat, however, they asked for a new email. Their responses are inconsistent, with everyone providing different information. I have a screenshot of the live chat conversation from yesterday, 15th December, where the operator declared that everything would be sorted out within a few hours - but still, nothing has happened.

I'm available at the platform's disposal to provide clarification and make an attempt to resolve this situation. I'm also available for media and press if they are interested in understanding this case in detail, considering that the platform is infringing on several articles of the federal constitution here in Brazil, one of which involves unlawful ownership of assets, as has been the case with me.

ID 15995540

Dear arypmachado,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its procedure that needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

• Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session?
• Was your account successfully verified in the past?
• Have you redeemed any promotional offer when placing your last deposit?
• If you wish to forward any supporting evidence or relevant communication, my email address is petronela.k@casino.guru.

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I thank the answer.

I have already withdrawn some amounts from this betting house, and they have always fallen faster.

My account is being verified now, they ask for a period of 30 days, and that makes me worried, the period is too long to resolve the problem.

I never requested a bonus on the platform when making a deposit.

I have several prints of conversations, of pending withdrawals, of my account that was blocked out of nowhere by them, and they claimed that I requested it.

I hope you can help me please. I'm really very worried about this whole situation. The value is also very high, as I lost much more than that at the casino itself.

If you wish to forward any supporting evidence or relevant communication before we contact the casino directly, my email address is petronela.k@casino.guru. Thank you in advance.

Hello,

I sent it to your email.

It was sent by ary****** do@gmail.com

I'm waiting. Thanks!

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

Hi arypmachado,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal requests and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you, Natalia!

Still waiting.

Good afternoon.

Account verification has been completed and withdrawals are available in full.

Best regards, 1win team.

Hello,

I would like to thank everyone for their help.

The problem was solved.

Thanks!

Dear arypmachado,

Thank you very much for the updates. I'm glad to hear that your issue has been resolved successfully so I will now mark your 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