1win Casino - The player struggles to verify his account.

more than a week ago they blocked my account for withdrawals I can enter but they do not pay me the withdrawals I do not have active bonuses I had previously paid me normally now they vetoed my account and I cannot withdraw I communicate by chat and that I should communicate to their email contact@1win.xyz I wrote to them and they only answered me once I sent my documents I sent them and it's been 9 days in which they haven't replied to me again every day I sent emails they don't answer me at all just a confirmation email as if automatically and it doesn't even have advertising it seems written by any adviser in TXT file simple emails without contact number nothing in a single day sent up to 12 emails I did not receive a response I told them that I wanted to close the account that they communicated to the email those of the chat pass it on in those that the team in charge He responds by mail and by mail they never respond. I told them to give me a number where I can contact them. Nothing. They give nothing. They are impartial. They mistreat them. I think the site is malicious, it lets me enter but it doesn't give me a solution, it's just wearing me out.

Hello brayan1043,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you begin the verification process? Was your account ever verified in the past? Which documents are already approved and which not? When was the last time the casino responded to you and what was it?

Looking forward to your answer.

Regards,

Nick

Thanks for the attention

I had never verified the account before, they told me that it was not necessary, once they did not let me withdraw, I communicated by chat and then by mail by mail, they told me to send the documents, I sent a passport, a selfie with a passport and a photo of a credit card with the that I try to make a withdrawal I sent these documents on June 1 10 days ago they replied that in 14 days they would give an answer or they could demand another document and it would take 30 days what surprises me is all this time they mention and why they do not respond more e-mails, even to give peace of mind, that was the last thing they answered.

Hello brayan1043,

I can also confirm that the standard waiting time in these cases is usually up to 14 days. I would recommend to wait until the end of this week and if there wouldn't be any change in the verification, we will definitely intervene. Let us know in case of any update.

Regards,

Nick

Okay, today is the 14th day, so I'll be back on Friday and I'll be very attentive to any response, thank you very much.

I still do not receive a response from the chat that I communicated to the email and the email does not respond 16 days have passed and the chat does not provide any solution

to inform you that today is Friday and I still haven't received any news from the casino

Thank you brayan1043 for the update. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thank you very much for the cooperation

Hi brayan1043,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite 1win Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Regards,

Natalia

I wanted to inform you that the casino continues to turn a blind eye as I tried to withdraw by card but I never made a deposit through this absolutely nothing they asked me for the photo of my credit card leave the first 6 digits exposed and the last 4 through From the chat they tell me that this must be the problem of the verification that all the numbers must be exposed that I am cheekily definitely left speechless no bookmaker had demanded that of me they always tell me that I sent it as I did absolutely all of them this is the only one site that says I sent you photos of the credit card exposing all the numbers so I repeat if I can't pass the verification or something is missing please let me know but not through their star mail I haven't received any news

We would like to ask the 1win 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’.

Good afternoon! The user needs to wait for verification. A letter from the specialists of the company was sent on 3.06. It said that the verification takes 14 days, but in some cases, when additional verification is needed, the period can be up to 30 days. This deadline has not yet passed, you still need to wait a little longer. 

After successful verification you will definitely receive the official reply on your mail and you will be able to withdraw funds again without any problems. Until then withdrawal from the account is limited in accordance with paragraph 11.3 of the Terms of Use of the site, section "General Terms and Conditions".

Sincerely, 1win team.

I sent the documents on 06.01 they said that in 14 days they would give an answer if it was necessary another document could take 30 days I assume that since they have not communicated by mail it should not have taken more than 14 days but the problem is the lack of communication because they can't answer any mail, we have to resort to these means to be able to get in touch, they don't answer anything objectively through the chat and no response through mail, but okay, I'll wait until 3.07. with patience although I reiterate that a verification does not have to take so long a month is a long time.

good day to report that a month has passed and the casino still hasn't given me any response either by chat or by mail.

Dear brayan1043, thanks for keeping us updated. I'm sorry to hear that you still haven't got your documents verified. My suggestion is to give it a bit more time. I'll set the timer for you for 7 more days and please inform me about the outcome. If there's no positive result, we'' escalate the case again.

Dear 1win team, thanks for the reply. Can you check again since the promised time frame for the verification has already ended?

Regards,

Natalia

I agree but they have not communicated or will communicate that money has already been lost every day I try to communicate by chat and they continue to give the same stupid meaningless answers if there is any way to escalate this case take it to a second instance or a regulatory entity I would appreciate it because it's not fair.

Good day, that casino does not answer what would be the next step, what else can be done, I appreciate your collaboration.

Dear brayan1043, thank you for keeping us updated. I'm sorry that your verification hasn't been completed yet. I hope, that the casino can explain the situation with the delay.

Dear 1win team, could you please check at what stage the player's verification is? I'll set a timer for 7 days for you and am looking forward to hearing from you.

Regards,

Natalia

We would like to ask the 1win Casino to reply to this complaint. We are extending the timer by 7 more days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello!

Your account is blocked for violation of paragraph 9.7. of the Terms of Use of the site, section "General Terms and Conditions (hereinafter - the Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

Regards, 1win team.

I have not carried out such actions as indicated, so what will happen to the money, please return it and proceed to close the account.

Dear 1win team, thank you very much for that information. I'd highly appreciate it if you can share any evidence of the above-mentioned breach of the terms by the player, if it happened so, and send it to my email address natalia.b@casino.guru. Thank you!

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’.

Hello!

Natalia, we sent you the information on your contacts earlier, please check it. 

Best regards, 1win team.

Hi all,

I'd like to confirm that I was contacted by 1win team and will be waiting for more details.

I'll set the timer for 7 more days and if there're any updates, I'll keep them posted.

Regards,

Natalia

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’.

Good morning, what would be the next step?

Good morning, what else can I do?

Hi brayan1043,

I'm very sorry for the late reply. We have been in a contact with the casino representative, and I'm currently waiting for more information since they've accused you of breaching their terms (paragraph 9.7.)

I'll set the timer for 7 more days for the casino.

Regards,

Natalia

Discussions about this complaint are ongoing in a private conversation. 

hello any report any update

Dear brayan1043,

Sorry for the delay, but please be informed that the discussion of your case with the casino representative in a private conversation is still ongoing. I'm waiting for more details from them. I'll let you know when there'll be any updates.

Thank you very much for your patience!

Regards,

Natalia

Hello! We gave Natalia all the information on this case in a personal conversation. This case is still under discussion. 

How much longer am I supposed to wait for a clear answer

Dear brayan1043,

Unfortunately, we currently cannot offer any solution since the evidence we received from the casino is not enough for us, so we cannot take the casino's side. Now we'll close the complaint as unresolved, although the casino can request to reopen the complaint at any time.

Please, contact the licensing authority to get more information and an explanation about your issue. Get acquainted with the following information: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint. Also, feel free to contact me via email at natalia.b@casino.guru if you need some assistance with this.

I'm sorry for not being of much help with your case. I hope that you won't come across such problems with online casinos again.

Kind regards,

Natalia

Hi everyone,

We’ve reopened this complaint at the request of 1win Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 1win Casino, I'd like to ask you to provide more information that will be relevant to this case.

Best regards,

Natalia

Oops yes I hope because I am bare without a peso how I would like that talk

so be half then

Good afternoon

Sent information to e-mail natalia.b@casino.guru.

Sincerely, 1win team.

hello any answer

Dear brayan1043, the casino has provided us with the information that there were linked accounts detected to the one that belongs to you, and similar betting patterns were found. These betting patterns are sports-related. Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue. Please understand, we wouldn't be able to advise you correctly as you made bets on sports and we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons.

I’m truly sorry we couldn’t be of more help.

Thank you for your understanding.

Best regards,

Natalia