1win Casino - Player's account verification is delayed.

Hello casino guru I hope this finds you well.i am sorry to bring a very a very frustrating issue to your attention. On 8th December 2025 when will company subjected me to a verification which I complied. After submitting my documents my account was verified fully and I was able to continue playing . Now on the 17th January 2026 I was subjected again to a verification of my same account which was quite unusual for a customer to be asked for a verification again in a span of less than 2 months. I decided to comply once more and upon giving out my documents I was not surprised that my documents were rejected and stated as duplicate because one win company usually uses 3rd party company by the name (kycaid) for verification of their customers and my documents were already on their database since I had done my verification on the 8th of December 2025 using the same link that I was given again on the 17th of January 2026. I have tried to reach out to them via email but to no success that's why I'm here to play with you to help me be able to get my funds back. I did not use any bonuses in my account just in case you are wondering.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible?
• Were you able to contact the casino? Have you received any response or assistance from the casino support?
• Did you achieve your current balance with the help of a bonus?
• Have you received and saved
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your time on this matter .at the time of submitting na complian my account was accessible .but right now its blocked .the security team has blocked my account reson best know to them.i did not use bonuses .yes please allow me to share screenshots .the second screen shot was from 8th December 2025 when I opened ban account and got fully verified the 1st screenshot is my email to them regarding the verificationissue and the 3rd screenshot is of the 3rd party company that 1win uses to verify accounts the last and 4th screenshot is the email i got yesterday

Hello Edwinn,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Wow without tomas nothing can move forward 😔

Thanks for your patience.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please confirm that you didn't previously register other accounts in the casino?

Thanks in advance for your reply.

The only games I played was fan tan and roulette with real money the games were live casino table games no bonuses were involved .and I never was a member of 1win prior to this ..this was the only account and it was fully verified at the time I was playing

Dear Edwinn,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Edwinn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hello!

We understand that the decision to block may cause dissatisfaction, but it was made after a thorough analysis. Your account has been blocked for violating clause 12.8 of our Terms and Conditions. Now we need some time to provide evidence of a violation.

The full list of regulations is available on our official website. We also remind you that registration on the platform implies agreement with these points and strict compliance with them.

We respect the rules of fair and responsible gambling and encourage our users to do so.

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of the rule violation? You can forward any information to my email at your earliest convenience. (peter.c@casino.guru). Thank you in advance for your cooperation!

Hello!

We have sent the requested evidence to your email. Please review at your convenience.

Thank you for understanding.

Thank you for providing me with the information 1win Casino representative. I have responded to your email and I await your reply!

Dear Edwinn, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello!

We would like to inform you that we have responded to your request by e-mail.

Thank you for your cooperation!