1win Casino - Player’s withdrawal is delayed and account is pending verification.

Hello, I approximately created my 1win casino account 1 month ago.

I played both sports betting and live casino games, but I mostly preferred casino-oriented games.

On 09.09.2025, when I wanted to withdraw money (200 AZN) from my account, it only stayed in pending status and was not approved.

I received an email from 1win. I clicked on the link and was asked to complete identity verification. I uploaded the front and back of my ID card and a selfie. I cannot provide these to you as email correspondence because it was a one-time KYCAID link, but I did it and it was approved by KYCAID. Afterwards, I received an email from 1win saying: "just wait, we will inform you of the results."

I got angry, canceled the 200 AZN withdrawal request and lost it in the casino.

I don't want the money I lost, I just want to completing verification of my account from the casino.

I did everything but casino only says, wait more.

I have access to my account

I never played with bonuses, always with real money

I will leave the email correspondence to you, they are just keeping me waiting and not giving any time frame

Currently I can deposit money, but I cannot withdraw; whenever I try to withdraw, it only stays pending

Currently my balance is zero, I lost it all

I did not violate any rules such as multi-account

I have never used IP changer or VPN

Please directly forward me to a specialist

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Could you please forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

He did not ask directly by email, the casino sent me a link for the KYCAID provider, and I uploaded it there on September 9. They asked me for photos of my official ID card, front and back, and I was shown a screen saying "successful," which means I provided exactly what KYCAID requested.

Yes, it was in the correct format, otherwise KYCAID would not have accepted it.

No, they are not giving any reply and not asking for anything at all.

I am sending to your email the document the casino asked from me, yes, my identity document, as well as the dialogue between me and the casino.

I am sure I did not break any rule; as I explained to you above, I already wrote everything in detail.

There is no a other document I can show you between me and casino, also senty you my id card via mail

My current balace is 1628 AZN after all completed games. Please help me about my account

ow my account blocked without any reason, i didnt get any mail from casino despite I sent mailed a lot them. Please help me.

I sent you what you want, please forward me to the specialist.

Thank you for your email. Could you please forward me also the email you received from the casino after your account was blocked? Has the casino specified which rule you allegedly breached?

1win has never sent me any email, and despite my repeated attempts to contact them, I have received no response. Please help me reach 1win here so that they can return my money.

Thank you very much, Khyl, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Khyl 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 what the issue is with the verification and why the player's account was blocked.

Thank you!

Hello!

Our specialists are clarifying the information regarding your question.

Sincerely, the 1win team.

Dear 1win please unblock my account, i didnt break any rules

Dear Khyl,

The casino has presented multiple indicators suggesting the presence of duplicate accounts. It is an established industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and we therefore find the actions taken by the casino to be justified.

Furthermore, we note that this case is directly connected to another complaint a different user submitted on our website. We must emphasize that our service should not be used to pursue fraudulent claims or activities.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of these circumstances, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.