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

Dear casinoguru Support Team,

I registered on 1win platform about a week ago and have been playing casino and live casino games in test mode. Most of the time I have lost, although there were also occasions when I won.

On 15 September 2025, I attempted to withdraw 390 AZN, but I faced a verification problem. I contacted 1win official support email and was provided with a link that redirected me to the Kycaid website, where I was asked to complete both identity and biometric verification. I was instructed to submit the required documents through Kycaid, not by email.

I successfully followed all the requested steps. However, I am still unable to withdraw funds or access the games. I can log into my account and make deposits, but I cannot play or withdraw. My withdrawal requests remain pending, and the live chat keeps directing me to email support. Despite sending everything as requested, I have not received any response.

For clarification, please note the following:

I have been a casino player for many years and always comply with the rules. I am confident that I have not violated any terms.

I do not have any other accounts in my name.

I have never used a VPN.

No one in my family is a 1win user.

All wallet is mine.

I am also providing screenshots of my correspondence with 1win team. For verification, I was only asked to provide the front and back images of my ID card, along with biometric recognition, which I have already completed.

Thank you in advance for your support. I look forward to your prompt reply.

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. Are there any documents in your account that are currently pending verification?

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.

Dear Eynulla,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.