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I am unable to withdraw any funds. When I contacted the customer support I was being asked to contact the security team. I have shared all the documents that was being asked for however still have not received any response from them and neither getting any help from the customer support.

Hello soumyadeep6,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I already shared the documents on 18th January however they have sent me an email asking for the same documents again on 26th January. This is creating unnecessary delay in account verification and I am unable to withdraw.

Initially I was asked to send the documents to security@1win.xyz which I did on 18 th January but today on 26th January I am getting multiple emails from 1win1@secretary.net which is entirely a different email address asking for more details about my account.

I have been receiving lot of emails claiming to be from casino guru and asking me details about my account.

I thought this to be fake and have not shared anything with them. Please check

Hello soumyadeep6,

I can confirm that those e-mails are definitely fake so please do not respond to them or provide any documents to them.

Regarding the complaint, as the verification takes up to 14 days, it should be finished within this week. Can you please advise if there's been any update with the verification since then?

My account has been verified and I was able to successfully withdraw the funds. Please close the complain

I got a confirmation that my account is verified but still facing issues while placing a withdrawal request. I am still unable to withdraw my funds. It's been more than 14 days already after I have submitted all the documents requested for verification of my account

I contacted their customer support and they told me that my account has been verified and I can place withdrawal but still my withdrawal is blocked. I have contacted their security team multiple times post sending the verification documents on 18th December but have not received any response from their end.

Thank you soumyadeep6 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi

Please respond, there are delay in response from your end as well. I have been waiting for multiple days now without any response.

Initially there was delay in getting response from Nick and now the complaint is transferred but post that no response. I also see that other complaints are being addressed but not mine. Please help

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear soumyadeep6,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you please comment and provide any supporting evidence to better understand the issue? My email address is petronela.k@casino.guru. 

Thank you in advance for providing the information.

Kind regards,

Petronela

Thanks for the follow up. Just to keep you posted that I have followed up multiple times with their security team but I have not received a single response from their end.

Good afternoon

Verification of your account was successfully completed, at the moment your account is operating normally and you have access to the full functionality of the site.

Best regards, 1win team.

Добрый день!

Верификация Вашего аккаунта была успешно пройдена, в данный момент аккаунт работает в штатном режиме и Вам доступен полный функционал сайта.

С уважением, команда 1win.

More than 40 days to perform the verification and there was not even a single response from the 1win team in between that irrespective of multiple follow ups and I believe if I would not have logged a complaint they would not have responded as well.

I have been with multiple bookmakers but never had such a pathetic and terrible experience. I will never again be in your platform and will also recommend others to not have any account with 1win based on my experience.

Thank you Casino Guru for the help , without your intervention I would have never been able to withdraw my funds.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, soumyadeep6, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru