1win Casino - Player struggling with withdrawal verification process.

Hello, my player number is id 45230810. I have been waiting for days for my withdrawal code to be verified because it is not being sent to my email. According to support, I need to change it. Therefore, I have submitted my new email address and all other pertinent data to prove my identity. However, every time I communicate with them, they ask me for the information again. They also contradict what they have previously said, so I am unsure about the situation. Initially, I believed this platform was reliable, but now, I am having second thoughts. The ticket number I was given is 200683. I hope you can provide me with a solution. Thank you.

Dear damianaraquistain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your email address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear damianaraquistain,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.