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Hello, I just can't make the withdrawal on the casino site in question, they asked me about 14 days, and in some cases it can take up to 30 days, to verify my documents, but I've never seen a site that takes so long for a verification, could you help with this issue? because the money that is there is of great help in my house, because if 30 days pass and the documents are not enough? Will I have to wait another 30 days? please help me. my account id is 11190011

Olá simplesmente não consigo efetuar a retirada no site do casino em questão, me pediram cerca de 14 dias, e em alguns casos podem demorar até 30 dias, para verificar meus documentos, porém nunca vi um site que demora tanto para uma verificação, poderiam me ajudar nessa questão ? pois o dinheiro que está lá é de grande ajuda em minha casa, pois se caso passem 30 dias e os documentos não forem suficientes ? eu terei que esperar mais 30 dias ? por favor me ajudem. o ID da minha conta é 11190011

Hello brenno,

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 when did you begin the verification process? Did you provide them all the requested documents already? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, this verification process I started almost 15 days ago, I sent all the requested documents as per the email, I didn't use any bonus, everything was part of real money! the last time I spoke to the casino was when I was going to finish the verification and if everything was ok, with the documentation, but I didn't get a response! This value in account would be of great value in my house.

Olá esse processo de verificação eu iniciei há quase 15 dias já , enviei todos os documentos solicitados conforme no e-mail, eu não utilizei bônus algum, tudo foi parte de dinheiro real! a ultima vez que falei com o casino era quando iria finalizar a verificação e se estava tudo ok, com a documentação, porém eu não obtive resposta! esse valor em conta seria de grande valia na minha casa.

Thank you brenno for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello brenno,

I will assist you with the complaint from now on.

Could you please tell us if the issue still persists? Is the verification of your documents still not done?

the case has already been resolved, the casino has verified my account and released the withdrawal.

o caso já foi solucionado, o casino verificou minha conta e liberou o saque.

I am glad to hear that, brenno! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.