1win Casino - Withdrawal of player's winnings has been delayed.

Hello, Casino Guru Team.

I'm a user using 1win.

My ID is 71736890.

They asked me for an identification process about two months ago and about a month later I received a message saying that all the procedures were completed.

Today, he suddenly blocked my withdrawal of funds, asking me to do another identification process.

I

1. Did not receive any bonuses regarding withdrawals.

2. I only played baccart game by Playtech company.

3. It did not violate any of the terms and conditions and played the game fairly

4. On the contrary, I've lost a lot of money by 1 win

I think it is wrong to delay the payment by a month when a customer who has already gone through the identification process suddenly asks to check his or her identification whenever he or she withdraws a large amount of money.

If you agree with me, please help me with that in the casino guru.

Dear ahlqldntm9999,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I already completed the KYC certification 2 months ago. This is an act that deliberately delays the withdrawal of the customer.

As attached in the photo, I proceeded with the certification once again. It's all approved. But 1win also asks me to wait 14 to 30 days maximum.

Dear ahlqldntm9999,

Have you received your withdrawal from the casino yet?

Unfortunately, I haven't received yet.

Dear ahlqldntm9999,

Based on the screenshots provided, you do have only bonus balance and not real one. Can you please forward a screenshot of your bonus history and your current bonus wagering process?

I don't have any bonus details because I didn't receive any bonuses.

My balance is currently on hold for withdrawal.

This is the amount of money in yellow in the picture I gave you

It's been 18 days and I still haven't received it

Casino doesn't answer

Dear ahlqldntm9999,

Can you please explain then why is your full balance in the bonus wallet and your main wallet is basically empty?

As far as I know, bonus balance is only active when playing slot games (I've never played slot)

It's not a bonus that I applied for.

1win put it in arbitrarily

I've never used it while I was using the site

My account has nothing to do with bonuses

I think you have a misunderstanding about the bonus of 1win.

I'll link you with the mention of the 1win bonus of the person in charge of casino guru in the existing complain of casino guru.

According to the below, casino bonuses are automatically transferred from 1win, not by request from the player. Regardless of my intentions. And I've never spent this accumulated casino bonus since I created the account. All the funds I withdrew are from the baccart game of the amount I deposited.

-----------------------------------------------------------------------------

Viliam

former Casino Analyst & Complaint Specialist

Bonus funds from the casino bonus account are automatically transferred to the player's main account if the player lost money in the casino over the previous day. The amount of money transfer from the bonus account of the casino to the main account of the player depends on the amount of loss in the casino for the previous day.

You can win back funds from the bonus account only by performing gaming actions from the main account.

Sincerely, 1win team."

https://casinoguru-kr.com/1win-casino-%e1%84%91%e1%85%b3%e1%86%af%e1%84%85%e1%85%a6%e1%84%8b%e1%85%b5%e1%84%8b%e1%85%a5%e1%84%80%e1%85%a1-%e1%84%87%e1%85%a9%e1%84%82%e1%85%a5%e1%84%89%e1%85%b3-%e1%84%87%e1%85%a6%e1%84%90%e1%85%b5%e1%86%bc-%e1%84%8b%e1%85%ad%e1%84%80%e1%85%a5%e1%86%ab%e1%84%8b%e1%85%a6-%e1%84%83%e1%85%a2%e1%84%92%e1%85%a2-%e1%84%8c%e1%85%b5%e1%86%af%e1%84%86%e1%85%ae%e1%86%ab%e1%84%92%e1%85%a1%e1%84%80%e1%85%a9-%e1%84%8b%e1%85%b5%e1%86%bb%e1%84%89%e1%85%b3%e1%86%b8%e1%84%82%e1%85%b5%e1%84%83%e1%85%a1

1. I've never used my bonus to play games

2. I never asked for a bonus

3. This is only an automatic bonus due to the 1win policy

4. I want you to stop talking about bonuses and solve this problem.

Only time goes by for my withdrawal delay!!!!

It's a very difficult time for me.

Hello, team casino guru.

I don't think you understand what I'm saying yet. I canceled my withdrawal and made it return to my account balance.

Please look at this picture and help me with my withdrawal delay.

Already 1 week I have been waiting for your reply and I feel like your team is not working.

Bonus casino balance doesn't mean anything, as explained above.

Already in another 1win casino complaint your team has dealt with "what is the bonus casino balance" for that part. The bonus balance has nothing to do with the withdrawal of the complaint I filed now.

It's like the ad, "Play a specific game that 1win offers to get bonus casino balance!"

Dear Ahlqldntm9999,

I hope you're doing well.

Could you kindly clarify whether there is a currently pending withdrawal? If the withdrawal was canceled, there should be no delay. However, if there is still an active withdrawal request, we would advise allowing at least 14 days for processing. If the request has been pending for less than 14 days, we are unable to intervene at this stage and recommend waiting for the processing period to complete.

Please don't hesitate to reach out if you have any further questions or require additional assistance.

Best regards,

Nick

I raised the issue of withdrawal delay to Casino Guru on August 16th

Today is September 13th. It's past 27th

Mr Nick, the casino guru team, replies to me that I can only intervene if there is a problem of withdrawal delay for more than 14 days.

Why am I not able to withdraw for a month if casino didn't refuse to withdraw?

I'm being denied withdrawals now and they keep waiting for me for the customer verification process. The customer verification verification process has already passed 14 days.

Dear Ahlqldntm9999,

I hope you're doing well. I noticed that you have not yet responded to my previous questions. Could you kindly confirm whether there is a pending withdrawal, and if so, when exactly it was initiated?

If you have requested a new one, it will still take 14 days to be processed.

Thank you for your cooperation, and I look forward to your response.

Best regards,

Nick

I regret asking the casino guru for help. He doesn't even understand the basic conversation and keeps saying weird things.

1. I showed you a month ago that the withdrawal was on hold.

At the time, Nick asked me a stupid question, "Why don't you have any money in your possession?"

So I canceled the withdrawal and returned it to my reserve balance and showed it to him again.

Then Nick asks me again. Where is your withdrawal application?

Nick and I have previous conversations to see if it's true,

Community participants will find this stupid Nick's work to be true by checking the conversation.

Ask your dog for help rather than leave this person to solve the problem.

This is what I talked about for a month with a stupid agent.

Maybe this agent will take a year to solve the problem.

Casino guru team, fire these low-level agents

Dear Ahlqldntm9999,

I'm really sorry that it seems hard to understand but my question was clear and you still could not give a proper answer.

Please note that we maintain a strict zero-tolerance policy towards any form of abusive language directed at our team members, who are offering support to players for free. As a result, your complaint will now be closed. We also kindly remind you that any further instances of inappropriate behavior may result in the suspension of your account on Casino.guru.

Thank you for your understanding.

Best regards,

Nick