1win Casino - Player faces delayed withdrawal process.

Hello, first of all, I have something to tell you. I am Korean, so I wrote this using Google Translate, so please understand my poor English.

Usually, withdrawals took about 3 to 5 hours.

However, this withdrawal took too long, so I contacted the 1:1 customer service center within 1win and was told that it could take up to 48 hours.

I was worried that I might not be able to withdraw money.

I was anxious because my withdrawal was not processed even after 30 hours, so I sent an email to 1win customer support.

The reply came within 20 minutes. It asked me to do identity verification (KYC) and sent me a link.

I completed identity verification (KYC) through the link and sent an email, but I received a response telling me to wait for the account verification results, and there has been no response for 13 hours since then.

And 1WIN said the withdrawal time would be up to 48 hours, but 48 hours have passed.

Also, I only used the bonus coupon for 10,000KRW, but it is a very small bonus compared to the deposit/withdrawal amount, and it is safe to say that I did not use the bonus.

I only used sports betting

Please help me find my withdrawal amount. It has been 50 hours since I submitted my withdrawal request.

thank you for listening to me

Dear ed0200,

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.

Therefore, I recommend you give it a few more days so the casino has enough time to review your documents and process the withdrawal. I will leave this complaint open, so please keep me informed about any further developments.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

I haven't received the withdrawal yet, but I'll wait. Thank you.

There was no reply to the email, but I just received the withdrawal amount. It has been resolved. Thank you.

Dear ed0200,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru