1win Casino - VIP Player's account blocked, funds unable to be withdrawn.

Dear sir,

My account is blocked since 22nd march 2024 due to 10.3 p clause of general condition.

I am playing since last 3 years and I m VIP client of 1win.

I have sent mail to security department and they are asking 14-30 days as I will get a letter of verification.I have submitted all the documents they asked for.! I just want to know wether I will get my account back or not !! As I was an affiliate member of 1win and I have 900++ $ and I really wanna withdraw that amount .please help me please.

Dear jayp68437,

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

• Could you please list 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?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I have mailed you the screenshot of response I got from 1win team.i have submitted all the documents they asked for on 24th of march 2024.Waiting for your response again.

Thank you.

Thank you very much, jayp68437, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jayp68437,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Mam please do something.

1win security team told me to wait for 14 to 30 days maximum for a letter of verification. It's been 36 days now. And as soon as 30 days completed of the time period they provided they started ignoring me and don't even bother to response my mail !

It's all fine if I don't get my account back ! I don't have any issue with that!! But I really need my funds back!! I have earned through refering and promoting 1win like no other !! And I have hardly made 900$ through affiliate. And I really wanna withdraw it !! That was my hard earned money!

Casino guru please help me

Thanks

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’ which may negatively affect its rating.

Dear 1win casino,

Please reply !! You people are not even replying my mail not even replying here ! atleast reply to casino guru please..

What's the problem with my account ? Why is process of verification taking too long than you describe the time limit ? You told me to wait for 14-30 days on 24th march 2024, and it's been 1st may 2024 more than 38 days. Now you people started ignoring my mail ! Please sir do the needful. That was my hard earned money!

Thanks.

Please close my complaint as it is been solved by 1win casino!!

I have got my I'd back . And also I have withdrawn my funds.

Thanks for the help!

Good luck everyone.

Good afternoon

We will provide an answer shortly. Thanks for understanding.

Best regards, 1win team.

Dear jayp68437,

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,

Dominika

Casino.Guru