1win Casino - Výběr hráče je zpožděn.

I applied for withdrawal on September 8, and was told that I needed to contact the expert by email! Send mail on September 9. Request to send documents, ID cards and ID card self portraits. I sent the documents they needed. So far, I haven't received any reply from the experts! Withdrawal status is waiting! This is not my first withdrawal

Hello yang7788,

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 don't know what file was passed! They don't have any reply!

The last exchange was on September 8

Hello!

In accordance with p.10.3. To confirm the accuracy of information, the Company may request documents confirming the identity of Customers.

To conduct a comprehensive and objective verification, please provide the following information to our e-mail address:

1. proof of identity;

2. utility bill with proof of residence;

3. a picture of Your face with an identity document in a well-lit room;

Best regards, 1Win team.

It's all bot replies after that!

Hello!

Your appeal has been accepted for processing, we will definitely contact you as soon as possible!

Thank you for contacting our customer support team.

Best regards.

This is not my first time to withdraw money. There were many previous withdrawals, and the last withdrawal was on August 25, 2022. I use TRC-20 for withdrawal. I also use TRC-20 for withdrawal now. But it will not be received

Hello yang7788,

Please note that the casino may request for additional verification anytime. Did you provide them all the documents they requested? If yes, when exactly and did they respond to you?

I have submitted all the documents he asked for. no reply

Immediately received a bot reply!

It reads: I will hear back soon!

Hello yang7788,

Can you clarify when exactly did you send the documents? If it has been less than 2 weeks, I would definitely recommend to wait only.

If it was more, we will definitely try to intervene.

感谢你的快速回复，我是9月9日寄出的文件，已经超过2周了

English version

Thanks for your quick reply, I sent the file on September 9th, it's been more than 2 weeks

Hello yang7788 and thank you for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear yang7788

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide some information regarding the player's verification delay?

Hello, Michal! Thank you for your participation. 

Dear yang7788!

Please wait for verification to confirm your identity - this is a standard procedure. After successful verification you will definitely receive an official reply to your mail and you will be able to withdraw funds again without any problems. Until then withdrawal from the account is limited in accordance with paragraph 11.3 of the Terms of Use of the site, section "General Terms and Conditions".

Please wait for an answer from our company's mail address.

Best regards, 1win team.

可是已经过去20多天了。能给个大概的时间吗？

English version

But more than 20 days have passed. Can you give me an approximate time?

Dear yang7788

I understand your concerns, but the verification and gameplay check is a standard process that the casinos can perform before every withdrawal at the casino's discretion. We have to wait until this process is finished and see if any further investigation is needed. Until then I kindly advise you to be patient.

One more thing. I would like to kindly ask you yang7788 to write your reactions in English language. Unfortunately, we do not provide automatic text translation from Chinese language on our Complaint forum. Thank you for understanding.

Dear 1win Casino

Can you please tell us how long will this process take?

Hello, Michal!

In some cases, account verification can take up to 30 days. This happens if additional information is required for verification. After this period of time verification will be completed, and we will give an answer on its results. 

Best regards, 1win team.

Just now, I can't log in to my account, I don't know why.

Because my account has been playing, the amount went up to $7000!

pls help me Michal

help me 1win casino

I can't believe this is true. what happened？

Because I trust 1win. So I've been playing Did not expect such a result! i hope it's a bug

I also received 9.7 just now

why is that? Where do I have another account?

Is 9.7 a universal routine?

Dear yang7788

I understand that waiting for verification and gameplay checks can be frustrating, but casinos have the right to perform additional checks before every withdrawal at the casino's discretion. Unfortunately, we have to wait until this process is finished and after its completion, we will see if any further investigation is needed, or if the withdrawal is processed. As per the response from 1win Casino above "After this period of time verification will be completed, and we will give an answer on its results."

Until then I kindly advise you to be patient.

I'm not sure why you received 9.7 We need to wait for clarification from 1win Casino

When my account was blocked, I had almost $7000 in it and I couldn't log in anymore! I didn't do anything against the rules! I only have one account! Please 1win casino reply! thanks

Hello yang7788!

Your account has been blocked for violating paragraph 9.7 of the Terms of Use of the site, section "General Terms and Conditions (hereinafter - the Rules)": If a betting participant commits fraudulent actions against the betting company (multi-account, using betting automation software, playing on arbitrage situations, if the game account is not used for betting, abusing loyalty programs, etc.), the betting company reserves the right to stop such fraudulent actions. 

We strictly adhere to the rules and encourage our players to do so. Therefore, we never make unfounded decisions.

We will provide all information on this case to Michal.

Best regards, 1win team.

I only have one account and I am not doing arbitrage. I have not violated any of the terms. Please return all my money!

Dear yang7788

We are awaiting the evidence from the casino, and we will review it if there really were any breaches of the casino's terms. Can you please confirm if your issue is regarding sports betting or casino games?

My profit comes mainly from baccarat, but also some sports.

Dear 1win Casino

Please provide the full gaming history of this player (including the player ID) to my email michal.k@casino.guru

All the informations provided are confidential and are not shared with any third parties.

Best Regards

Michal

Dear yang7788

Can you please confirm your email address and the full telephone number that you used for registration?

Although you mentioned that before, I still need to ask that you have only one account right? You didn't open any other 1win account with a different email or phone number, right?

Dear yang7788

We have received some evidence from 1win Casino, but we were not fully able to establish if there were any unfair gains. We waiting for further evidence/proof.

Can you please provide a full statement from your TRON account/wallet where we can clearly see when and where you made deposits and withdrawals to and from 1win Casino to my email michal.k@casino.guru

ok.

Dear yang7788

After a thorough review of all the available evidence from the casino and from you, I have discussed your complaint with my colleagues and we have come to the conclusion that unfortunately, we have to agree with the casino's decision. Sadly, it is very difficult for us to proceed with this case without sufficient supporting evidence from you. We would like to help you, but it’s impossible for us at this time and we are forced to REJECT your complaint.

If you don’t agree with our decision and If you feel you want to take this complaint further, you can contact Curacao Gaming authority. In Curacao, there are 2 separate license operators, though they are both endorsed by the Curacao government they have separate company registers. You can contact them at complaints@gaminglicences.com , certria@gaminglicences.com or info@gaming-curacao.com and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru

We wish We could be of more help.

Best regards,

Michal