1win Casino - Player’s withdrawal is delayed and funds remain unreceived.

Hi, i withdrew my money from the 1win balance to my crypto wallet on January 6th, 2025 and yet didn’t receive anything , when im trying to contact support they give me the security email to contact with, i contacted the security and they asked me for photos of the cards that ive been used to deposit on 1win, i provided everything, every single time they request different things, they’ve never been straight with me and making fun of me. its been a lot of time and i’ve never been delayed that much its not the first casino website that i used, only 1win taking a lot of time its been more than two month

Dear bashar,

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

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.

• Do I understand correctly you already provided the photos of the cards, as well as bank statements proving you are the owner of these methods?
• When was the last time you were in contact with casino support and what what did you discuss?
• Did the casino explain what the error messages from 'kycaid' mean in your situation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

i used 4 cards, 2 of them is on my name and the other 2 is on my friends name, they requested photos of the cards and i was able to provid everything with them i contacted my friends and got the requested photos and send the casino everything they wanted and they told me that everything is good which means they got all the requested documents and i should wait for another mail from them because they had to review the documents which is fine, after that i got a mail with the same request and they added another request i don’t understand why they just delay the process and every time i give them what they request they contact me with another request they just make fun of me and delay the process.

its not my first time using casinons websites for example i used "rollbit" and they didn’t delay it that much and i was able to withdraw my money without any problem so i don’t understand why only on 1win they do these stuff.

thanks already.

This complaint will be closed since it's a duplicate of a complaint that's already published and ongoing.