1win Casino - 確認後、プレーヤーの撤退が遅れました。

Hello Casinoguru,

I am Sanjay , I was playing in 1win since last many days.suddenly the withdrawal stopped for one day,when I asked support they told me to contact the security team,they asked for my documents for my identity and I have sent them all on 5th August,2023. They asked to reply in 14 days,today it has been 18th days but no reply has come.i request Casinoguru to please solve my problem.

Dear sanjay1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals from the casino in the past?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

Hello Tomas ,

Yes , I have done many successfully withdrawal before and there is no bonus of any kind in this amount.

Thanks for your reply

What games have you been playing in the casino? (slots, live games, multiplayer)

Could you please send me the correspondence you received from the casino so we may review it?

My email is tomas@casino.guru

Hello Tomas,

I am playing live casino games and Sport games and I have sended screenshot of my chat between me and security team on tomas@casino.guru

Thank you very much, sanjay1111, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi sanjay1111,

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. 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 the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents from the player and what stage the checks are on?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good afternoon

The user has successfully passed verification. We see that you have successfully withdrawn funds from your account.

Best regards, 1win team.

Добрый день!

Пользователь успешно прошёл верификацию. Видим, что успешно вывел средства с аккаунта.

С уважением, команда 1win.

Thank you for the reply, 1win Casino.

Dear sanjay1111, can you please confirm you have already received your winnings?

Hello Natalia,

I am successfully verified, thank you so much Casinoguru and 1win.

Dear sanjay1111,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru