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I requested a cryptocurrency withdrawal from 1win a week ago. Customer support is unfriendly and does not provide proper answers. They don't even reply to emails. The authentication they require, email authentication, has already been completed. They do not ask for additional verification and avoid answering my questions.

Dear Flexline,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Here's what I've tried so far:

• If there are more than 3 inquiries about withdrawal through support and security emails
• Contact the agent via live chat by providing your ID.
• I've been waiting for about two weeks now.
• Ask if there is anything that needs to be additionally verified.

And the consequences of that action are:

• No response
• Even if there is only the word ID, the agent will tell you to contact us via secure email and the chat will end.
• 1win did not require KYC.

This is everything I've been through so far. I hope it gets resolved.

For your reference, my ID is 301313187 and my email is liquidlime@proton.me

It's been two weeks now. Please help.

Dear Flexline,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

There has been no progress. 1win has not responded to my emails and the live chat tells me to contact email. 1win has not asked me for KYC.

Withdrawal is still pending.

Nick, when can I get an answer?

I'm in a hurry. Please help me. The withdrawal is still in progress and the customer service center just keeps saying useless things.

While waiting, I tried contacting the casino's email using my other email. It could be a problem with my original email.

I contacted 1win at flexline@outlook.kr and they responded right away. I think maybe my Proton Mail was the problem. I submitted my KYC and am waiting.

KYC has been rejected. I don't know why.

Dear Flexline,

Was your account ever verified in the past?

Did you try to contact the casino's e-mail support in order to finish the verification process?

Awaiting your response.

Regards,

Nick

Dear Flexline,

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.