1win Casino - プレイヤーのアカウントがブロックされ、引き出しが遅延します。

Hello, good evening. My ID is 79699562. I've been having issues with this casino since the beginning of this month. I only managed to make one withdrawal of 1,400,000 Argentine pesos. When I tried to withdraw more winnings, there were delays that lasted hours and days. I reached out and was told that my account needed to be verified. I was sent an email with a verification link, which I completed instantly and effectively on 10/09. I continued playing, losing and winning, and depositing money so that I could withdraw once everything was resolved. A day passed, and I was still unable to withdraw, so I contacted them again. They said I had to wait 14 days. Fourteen days passed with no updates. I asked the staff and was then told it would take 14 to 30 days. I continued playing and depositing money, and my account got blocked. I consulted once more and always got the same response—to wait and send an email to security1win. From security, the same advice: wait 14 to 30 days. It's been 19 days, and I still don't have a clear answer about my situation. I have a lot of money invested in the platform, and I don't think it's right to hold it for so long.

Hola buenas noches mi id es 79699562 estoy teniendo inconvenientes con este casino desde principio de este mes, solo pude realizar un retiro de 1.400.000 pesos argentinos y al querer retirar más ganancias tardaban horas y días, me comuniqué y me decían que faltaba validar mi cuenta, me enviaron un correo electrónico con un link de validación el cuál completé de manera instantánea y efectiva el día 09/10, seguí jugando, perdiendo y ganando, ingresando dinero para poder retirar cuando se solucione todo, pasó un día y seguía sin poder retirar a lo que nuevamente me comuniqué y refirieron que debía esperar 14 días, pasaron 14 días sin novedades, preguntando al staff y me dijeron que era de 14 a 30 días, al seguir jugando e ingresando dinero, mi cuenta fue bloqueada, se consultó nuevamente y no siempre la misma respuesta, esperar y que envíe correo a security1win, de security lo mismo, que espere de 14 a 30 días, 19 días pasaron y no tengo una respuesta clara de mi situación, tengo mucho dinero invertido en la plataforma y no creo que sea lo correcto retenerlo por tanto tiempo

Dear leonelperalta9519,

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

Could you please advise which documents you provided to the casino for verification? Have you submitted all documents on time and in the correct format?

Did you accumulate your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports only?

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

Best regards

Veronika

Hello Veronika, all the documents required by the KYC link that they sent me, whether it was a photo of my face, ID, and information about my address, were all in a timely manner. At the time they sent that to me, it took me no more than 30 minutes to complete it.

My winnings are without bonus in different sports bets and very little in quick games

Hola Veronika, todos los documentos que requería el link de kyc el cuál me mandaron, ya sea foto de mi rostro, DNI, e información de mi domicilio, todo en tiempo y forma, al momento en que me mandaron eso, no tardé más de 30 minutos en realizarlo.

Mis ganancias son sin bono en distintas apuestas deportivas y muy poca parte en juegos rápidos

Thank you for keeping me updated. Given that you’ve submitted all the required documents, I recommend allowing the casino the full 30-day period they requested to complete their review. These thorough checks can indeed take time, so patience is key here. However, if you don’t see any progress by November 9, please reach out to me, and we’ll take further steps to assist.

Thank you again for your understanding and cooperation.

Perfect, I'll wait until the indicated date, thank you very much!

Perfecto, aguardaré hasta la fecha indicada, muchas gracias!

Excuse me, I wanted to ask you a private question, if the following messages are really from you and your team, as I have doubts about it.

Disculpe le quería hacer una consulta en privado, si los siguientes mensajes son realmente de usted y su equipo ya que tengo dudas al respecto

Hello good afternoon, as of today the 30 days have already passed, tomorrow the 9th would be 31 days because the previous month has 31 days and I sent the verification on the 9th, there is still no sign of the casino nor do they answer my email.

Hola buenas tardes, al día de hoy ya pasaron los 30 días, mañana 9 ya serían 31 días debido a que el mes anterior posee 31 días y envié la verificación el 9, todavía no hay señales del casino ni tampoco contestan mi mail

Thank you very much, leonelperalta9519, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much Veronika!

Hi Natalia, I'm still waiting, today is the 31st and still nothing.

Muchas gracias Veronika!

Hola Natalia, todavía estoy a la espera, hoy día 31 y aún nada.

Good morning, I still have confusion when contacting operators as well as different responses, one says that the day counter is reset and the other that I should keep waiting.

Buen día, todavía siguen las confusiones al contactar operadores así también cómo distintas respuestas, una refiere que el contador de días se reinicia y la otra que yo siga esperando

Hi leonelperalta9519,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's verification. As stated by the player they were informed about the 30 days necessary to conduct the checks, and this period already passed, but there are no updates.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Предоставим ответ в ближайшее время. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

Thank you, 1win Casino. We will await your reply with more information.

Good afternoon

To complete the verification procedure, the user must provide the missing information requested by email. The request was from the email

.

Best regards, 1win team.

Добрый день!

Для завершения процедуры верификации пользователю необходимо предоставить недостающую информацию, которая запрошена по электронной почте. Запрос был с почты

security@1win.social.

С уважением, команда 1win.

Dear leonelperalta9519,

Could you please let us know if you have received any emails from the casino (security@1win.social) requesting additional documentation? If so, could you specify what you were asked to provide and whether you were able to submit the requested information?

Thank you.

Good morning, I received the email requesting proof of payment, they have already been sent, thank you for the response!

Buen día, recibí el correo el cuál solicitan comprobantes de pago, los mismos ya fueron enviados, gracias por la respuesta!

Thank you leonelperalta9519.

Dear 1win Caisno, please let us know if you received all the requested documents and can finish verifying the player's account.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We will provide an answer as soon as possible. We apologize for the inconvenience.

Best regards, 1win team.

Добрый день!

Предоставим ответ в ближайшее время. Приносим извинения за доставленные неудобства.

С уважением, команда 1win.

Dear 1win Casino, it has been nearly 3 weeks since the player sent you the missing documentation. Have you finished the review? Are there any updates?

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Thank you for the email, 1win Casino.

Dear leonelperalta9519, could you please send me the documents you provided to the casino to confirm your deposits for our separate internal analysis? My email is natalia.b@casino.guru, thank you.

Due to the ongoing holidays, my replies may be late, but I'll try my best to check the messages and answer promptly. My apologies for any inconvenience, your patience is greatly appreciated.

Good day, envoy!

Buen día, enviado!

Dear 1win Casino, could you please check your inbox? I have just sent you a response to your email. I'm looking forward to hearing more details from you that would help us understand the situation.

Dear leonelperalta9519, I'm sorry for the delay. Thank you for your email and the attachments. I will need more information from the casino before we can share the results of our investigation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

We sent the information to your email address. Please take a look.

Best regards, 1win team.

Добрый день!

Отправили информацию на электронный адрес. Посмотрите, пожалуйста.

С уважением, команда 1win.

Dear leonelperalta9519, I'd appreciate it if you could make a screen recording or video from your Mercado Pago account, on which we could see the transactions in question. You can send the file to my email at natalia.b@casino.guru, thank you.

I sent you an email

Dear leonelperalta9519,

Thank you for your emails and screen recordings. Unfortunately, we were unable to view the transactions of your deposits at the casino as, by unfortunate coincidence, you deleted your Mercado Pago account. I understand you either created a new account or restored access to your old one to make the recording. While it didn't show any details about your casino deposits, I had requested that you provide payment confirmation for any other transactions in your account to help us understand their format and appearance, but you did not provide this information.

Regrettably, we cannot support you in this dispute, as we have evidence from the casino indicating that you submitted forged documents; using edited files for verification is strictly prohibited at all online casinos.

For these reasons, we must reject your complaint. Thank you for understanding, and I apologize that we couldn’t assist you further this time. Please feel free to reach out if you encounter any issues with this or any other casino in the future.

Regards,

Natalia