1win Casino - Player struggles with withdrawal and verification.

After making 2 deposits, I make a win for 50$ USD.

I went to make a withdrawal for that amount. After 6 days, the casino requested proof of identity, including my card numbers (I didn't feel comfortable sharing this information. Is this even legal?).

The chat support sends the same message always.

Now they say the process could take 14 to 30 days to be completed.

Can you help me with this?

I know that the 1win admin is around.

Dear edox54,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. 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. 

I have checked the Terms and Conditions and this is what I found:

11. Your identity. Protection from money laundry 

11.1 Please note that name and date of birth on your Account must match your true and legal name and identity.

11.2 The name on your Account registration must match the name on the credit card(s) or other payment accounts used to deposit or withdraw monies into/from your Account Balance. 

11.3 To verify your identity, address and/or payment account (‘identity’) we may request at any time:

11.3.1 proof of identity (including but not limited to copies of a valid passport/identity card and/or any payment cards used),

11.3.2 proof of address, including but not limited to a recent utility bill (should be no more than three months old), 

11.3.3 copy of a recent credit/debit/bank account statement related to a payment method used (should be no more than 3 months old).

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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The gambling house just paid the $ 50 winnings just today.

Let's close this complaint.

Thanks

Dear edox54,

I'm glad to hear that your issue has been resolved successfully. I will now mark the 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,

Veronika

Casino.Guru