1win Casino - Player believes that their withdrawal has been delayed.

I have been using 1win for a little over a week, during this time I managed to pass the identity check, withdraw funds, but today they are asking me to pass the verification again, they do not answer the question "why and for what?", they cannot even say the time during which I will definitely receive an answer regarding my verification and it is ridiculous that I have to wait for some kind of answer in the letter because the system automatically approved my documents in 1 minute and said that everything is ok with them. And of course I cannot withdraw funds. In all the years of my life and cooperation with other bookmaker companies I have never come across that re-verification, I have never seen such a terrible support service as here, they do not even try to help

Dear Eizhek,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

it's not just about withdrawing funds, it's also about the fact that I was verified and once I withdrew funds from my account, but today I'm not verified again and have to go through verification again for no reason, it infuriates me because I don't understand this attitude and I don't understand why I can't know the reason for the re-verification. After reading a bunch of similar situations here, I understand that most likely this situation will end with blocking my account for a reason that doesn't correspond to reality, I just want my money back and a full understanding of what situation I'm in

Dear Eizhek,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Eizhek,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.