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Subject: Urgent Assistance Required – Illegal Retention of €621.35 by 1win Casino

ID: 48715841

Dear CasinoGuru Team,

I am reaching out to request your immediate assistance regarding an issue I am facing with 1win Casino, where they are unlawfully withholding my funds totaling €621.35.

Here is a summary of the situation:

1. I complied with their verification requirements by submitting my ID card and a selfie, which were approved.

2. After the verification, I was informed that my account would be subject to a review lasting 14 days, with a possible extension to 30 days.

3. Upon reviewing their terms and conditions, I found no explicit mention of such a procedure as a mandatory requirement for releasing my funds.

I consider their actions entirely unjustified and bordering on theft, as they are withholding money that is rightfully mine without a legitimate reason.

I kindly ask for your intervention in this matter to ensure that 1win Casino returns my funds promptly. Their practices seem highly questionable, and I believe your support can help resolve this issue effectively.

Thank you in advance for your assistance. Please let me know if you require any additional information or documentation to address this matter.

Dear arkiou1,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports only?

Did you accumulate your winnings with or without a bonus?

Were you asked to submit any additional documents for verification after the initial KYC was successful?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have won the winnings from a combination of bet and casino on the aviator and others accordingly.

I was asked for documents I did identification and it was approved along the way I received a new e-mail telling me that my account needs to be re-examined and it will take 14 to 30 days.

In the terms of use of the company, this method is not mentioned as account control, so I demand my money because they are blatantly illegal.

Έχω κερδίσει τα κέρδη από συνδυασμός στοιχήματός και καζίνο στο aviator και αλλα αντιστοιχα.

Μου ζητήθηκαν έγγραφα έκανα ταυτοποίηση και εγκρίθηκε στην πορεία έλαβα νέο e-mail που μου είπαν ότι ο λογαριασμός μου πρέπει να εξεταστεί εκ νέου και αυτό θα πάρει από 14 έως 30 ημέρες.

Στους όρους χρήσης της εταιρείας δεν αναφέρεται αυτή η μέθοδος ως έλεγχος λογαριασμού οπότε απαιτώ τα χρήματά μου διότι παρανομουν ασυστολως.

Thank you for your response. Please forward me the email communication between you and the casino regarding the additional verification of your account at veronika.f@casino.guru.

Dear arkiou1,

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.