1win Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello,

I've had the account since around February 2022 and was able to play and withdraw on the platform in February/March and then again in August.

Sometimes a payout took longer but eventually it always arrived.

On August 23rd, 2022 I was sent an email asking me to present you with KYZ documents. I did this on 08/24/2022.

On 05.09 I received an email thanking you for the documents and that 2 credit cards were still missing, however, a total of 4 credit cards were required from me, but I only have 2. I explained to them that the incident involved transposed digits, since the credit cards required were only minimal differ from those that I own and I apparently made a typo in the haste.

I described the incident on September 5th, 2022 and unfortunately have not yet received an answer, what can I do, should I wait a little longer or what would be the procedure in this case.

Regards!!

Ps: On August 21st I was not able to make payments via bitcoin since then.

Hallo, 

Ich habe das Konto seit ungefähr Februar 2022 und habe im Februar/März und dann wieder August auf der Plattform gespielt und abheben können.

Manchmal hat eine Auszahlung länger gedauert aber irgendwann kam sie doch immer an. 

Am 23.08.2022 wurde mir dann eine Email geschickt ich solle ihnen KYZ Dokumente vorlegen. Dies habe ich am 24.08.2022 getan.

Am 05.09 kam dann eine Email danke für die Dokumente und das noch 2 Kreditkarten fehlen jedoch wurden insgesamt 4 Kreditkarten von mir verlangt ich besitze jedoch nur 2. Ich habe ihnen erklärt das es sich bei dem Vorfall um Zahlendreher handelt da die verlangten Kreditkarten sich nur minimal von denen die ich besitze unterscheiden und ich anscheinend mal in der hast mich vertippt habe.

Ich habe den Vorfall am 05.09.2022 geschildert und leider noch keine Antwort erhalten was kann ich tun soll ich noch weiter abwarten oder was wäre das Vorgehen in diesem Fall. 

Grüße!! 

Ps: Am 21.08 konnte ich noch Auszahlungen über bitcoin vornehmen seitdem nicht mehr. 

Dear Hotzenplotz23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying payment methods seems to be the only obstacle standing between you and your winnings? Could you please clarify how many credit cards did you use to deposit funds into your casino account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

Thank you for your prompt reply.

I made successful deposits with a total of 2 credit cards, I photographed them and sent them along with the other documents for the KYZ procedure.

Now, however, 2 other credit cards are required that I have never owned and with which a successful transaction has never taken place.

The credit cards that are required are very similar to the ones I have, I guess I had a transposed number when trying to deposit. However, there has never been a successful transaction via the credit cards.

Best Regards Hotzenplotz

Hallo,

Danke für die schnelle Antwort.

Ich habe insgesamt mit 2 Kreditkarten erfolgreiche Einzahlungen getätigt diese habe ich fotografiert und zusammen mit den anderen Dokumenten für das KYZ Verfahren geschickt.

Jetzt werden jedoch 2 weitere Kreditkarten verlangt die ich nie besessen habe und mit denen nie eine erfolgreiche Transaktion stattgefunden hat.

Die Kreditkarten die verlangt werden sind denen die ich besitze sehr ähnlich vermutlich habe ich bei einem Einzahlungsversuch mal einen Zahlendreher gehabt. Jedoch gab es nie eine erfolgreiche Transaktion über die Kreditkarten.

Best Regards Hotzenplotz

Thank you very much, Hotzenplotz23, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Hotzenplotz23,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 1win Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

The day before yesterday I contacted them again via the chat function in the 1win app.

I asked how long it would take for the verification (actually only the 2 credit cards that I don't have are missing) and I got the answer: the maximum response time can be up to 30 days and that he will forward the request for a speedy resolution of my issue.

Should I then wait for the casino to reply or what is the best course of action here?

Best regards

Hallo Peter,

Ich habe vorgestern nochmal Kontakt über die Chat Funktion in der 1win App aufgenommen.

Ich habe gefragt wie lange es noch mit der Verifikation dauert (eigentlich fehlen ja nur die 2 Kreditkarten die ich nicht besitze) und habe die Antwort bekommen: the maximum response time can be up to 30 days and that he will forward the request for a speedy resolution of my issue.

Soll ich dann lieber noch auf die Antwort des Casinos warten oder was ist hier das beste Vorgehen?

Best Regards

Hello Hotzenplotz23!

The specialists have already received the information in the company email and have taken it to work. At the moment you need to wait for the verification of the provided data to successfully pass the verification. 

After successful verification, you will definitely receive an answer to your email! If we need additional information, we will also request it from you. 

We would like to draw your attention to the fact that passing the verification is a standard procedure. After successful verification 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 the answer from the mail address of our company.

Best regards, 1win team.

Hi all,

Thank you for your replies.

Dear Hotzenplotz23,

Let's see if it works out now and if there was some sort of misunderstanding. Please let me know when there's news.

Hi Peter,

Unfortunately I haven't received a message from 1win yet, but I wanted to write before the complaint is deleted.

Warm greetings

Hallo Peter,

Leider habe ich noch keine Nachricht von 1win bekommen ich wollte aber mal schreiben bevor die Beschwerde gelöscht wird.

Liebe Grüße

Dear 1win Casino team,

Has there been any news regarding the player's verification?

Hello,

Unfortunately there was no contact between me and 1win. Some of the newsletters come daily, but the verification process probably takes a little longer. I just wanted to report that the complaint will not be deactivated.

Warm greetings!

Hallo,

Leider gab es noch keinen Kontakt zwischen mir und 1win. Die Newsletter kommen teilweise täglich aber das mit der Verifikation dauert wohl etwas länger. Ich wollte mich nur melden das die Beschwerde nicht deaktiviert wird.

Liebe Grüße!

Hello Hotzenplotz23!

Verification of your account has been successfully completed. The last withdrawal of funds for 27.09 is in the status of "Successfully", the funds were credited to your specified requisites. 

Please clarify whether you have any difficulties in using our website at this time? 

Best regards, 1win team. 

Hello,

I'm glad that the verification worked. It is also true that I had a "successful" transaction yesterday, but unfortunately 2 transactions were rejected again, I don't know why.

Since yesterday I've already started 17 attempts, all of which unfortunately have not been processed. I just don't know why it sometimes works in a few minutes and sometimes nothing happens at all.

I have now canceled everything and requested 4 new withdrawals (one via bitcoin and 3 via perfect money) hoping they will be accepted.

I don't have any problems with the website and I mainly use the app, which works great, but apparently there are now problems with the payouts.

Warm greetings!

Hallo, 

Das es mit der Verifizierung geklappt hat freut mich. Es ist auch richtig das ich gestern eine "erfolgreiche" Transaktion hatte leider wurden aber auch schon wieder 2 Transaktionen abgelehnt warum weiß ich nicht. 

Seit gestern habe ich bereits 17 Versuche gestartet die alle leider nicht bearbeitet wurden ich weiß einfach nicht wieso es manchmal in ein paar Minuten klappt und manchmal passiert einfach garnichts. 

Ich habe jetzt alles storniert und 4 neue Auszahlungen(eine über Bitcoin und 3 über perfect money) beantragt in der Hoffnung das diese akzeptiert werden.

Probleme mit der Website habe ich nicht und ich benutze auch hauptsächlich die App die funktioniert super nur mit den Auszahlungen gibt es anscheinend jetzt Probleme. 

Liebe Grüße! 

Hello Hotzenplotz23!

Deviations may occur from the side of the payment system, from our side there are no problems. 

We recommend you not to make more than one withdrawal operation at a time. Wait until the funds are credited to one operation and only after that make the next withdrawal. This way there is more chance that the payment system will not reject withdrawals. 

Best regards, 1win team.

Hi all,

Thank you for your replies.

Dear Hotzenplotz23,

Has there been any news regarding the withdrawals?

Hello,

I have now followed 1win's tip to request only one payout and have already had 4 successful transactions. A transaction is still open I started it yesterday and unfortunately it was rejected a few minutes ago.

I have now applied for the payout again and will report back if this is successful.

Best regards

Hallo,

Ich habe jetzt den Tipp von 1win befolgt immer nur eine Auszahlung zu beantragen und habe jetzt schon 4 erfolgreiche Transaktionen. Eine Transaktion ist noch offen ich hatte diese gestern gestartet und vor ein paar Minuten wurde sie leider abgelehnt.

Ich habe die Auszahlung jetzt nochmal beantragt und werden mich nochmal melden wenn diese erfolgreich ist.

Best Regards

Hello,

I could now withdraw everything.

Many thanks to Casino Guru and 1win for the support!!

We can now classify the complaint as resolved.

Regards Andy

Hallo,

Ich konnte jetzt alles auszahlen lassen.

Vielen Dank an Casino Guru und 1win für die Unterstützung!!

Wir können die Beschwerde jetzt als gelöst einstufen.

Mfg Andy

Hello Hotzenplotz23!

This is great news! We are sincerely glad that your problem has been solved and that you do not have any difficulties using our website at the moment.

Thank you for choosing our company and we wish you good luck with your bets! 

Best regards, 1win team.

Thank you 1win Casino team for your help.

Hi Hotzenplotz23,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter