1win Casino - Player's withdrawal has been delayed due to verification issues.

I have been using 1win for over a year now and there was nothing wrong with it but suddenly over a month ago i won like 330 usd and when i went to withdraw they wanted kyc verification, i did verify but then they gave me an error and i contacted customer service but they didnt help some times they say am under age but i show them my IDs and they went silent till now no help whatsoever, all my documents are there and i have full proof that am over 18 years but they dont answer my email nothing its been over a month now

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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.

• Could you please confirm which documents were requested from you during the verification process?
• Do you have access to your player account? Can you log in?
• Have you registered using your accurate personal information on the website?
• Did you achieve your current balance with the help of a bonus?
• 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

Dear Shom_14,

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, Martina (martina.b@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

Dear Shom_14,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Thanx for your reply i hope my problem will be resolved

Hello!

Thank you for your message. We're very sorry to hear about the issues you've encountered with your withdrawal and verification process. To assist you better, please provide us with your account ID. This will help us investigate the situation and provide you with the necessary support.

We appreciate your patience and will do our best to resolve your issue as soon as possible.

Hello,

Thank you for your patience and for providing your documents.

We would like to inform you that your documents have been confirmed, and your account verification has now been successfully completed. The issue should be resolved.

Please try to process your withdrawal again. If you encounter any further issues, please let us know right away and we will help sort it out.

We apologize for the long wait and any inconvenience caused.

I dont know if its just the kyc system or just my account because when i went to withdraw it told me to do verification so i did and it gave me this

Dear 1win Casino Team,

can you please assist the player?

Thank you very much in advance