1win Casino - Player faces delayed withdrawals and account issues.

I'm a new user of 1 win I have listened about this company that it's a good platform for playing online casino so I also created a account

My player I'd - 8*******

It's been 23 days and still I'm not able to withdraw funds from 1 win wallet to my account

I have provided them full kyc all details that they requested on mail but they are not unblocking my account and not giving withdrawals.

Dear vaibhav9838,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the pending withdrawals? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

Best regards,

Dominika

This is the total deposit I have made in my 1 win wallet

This is the total withdrawal they have given before.. of 2.5 lakh

If you will see the total p&l panel the deposit amount is more than the withdrawal.

And I thought that 1win is trusted so I deposited large amounts because I'm a big casino player

But from the second time they hold my withdrawals

And I have provided them with my document I'd, electricity bill , uidai verification on the app also my photo holding adhaar in hand

And this is not bonus amount this is real money you can clearly see I have deposited using crypto and my own bank accounts.

Because I have read each policy that only I can use my personal accounts to use my 1win wallet.

I can't create multiple ids otherwise they will block my account

Because these things I have faced earlier also with other casino websites

So this time i had made sure to follow each and every thing but still they have blocked my account.

Is there any update??

Dear vaibhav9838, thank you for the information provided. Please allow me to ask you a few more questions:

• Has the casino informed you whether the account verification was successful?
• Could you let us know which games you played at the casino?
• Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

This is my mail to the team

Then they told me to provide documentation

I have provided each and every thing they asked me

Now they are not giving me resolution it's been 28days now.

I play casino on their platform

It's lightning roulette which I often play

And they have not verified my account till now

One basic verification on their portal using OTP verification from uidai I have done before only while creating my ID

1win has successfully completed my verification now I can make withdrawals

Dear vaibhav9838, please inform us once you request a withdrawal.

I requested the withdrawal and I have successfully withdrawed my amount

Dear vaibhav9838, do you need any further assistance, or can we consider this case resolved?

Consider it as resolved thank you so much

Dear vaibhav9838,

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