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

Hello . I sent documents on October 16 for the first time, then a second time on 10/22 and even today but I still haven't received any response. in chat they tell me that given the high demand for withdrawals it takes longer than expected but it has already been more than 15 days help

salve . ho inviato documenti al 16 ottobre la prima volta , poi una seconda volta al 22/10 e anche oggi ma ancora non ho ricevuto alcuna risposta . in chat mi dicono che vista la forte domanda di prelievi ci vuole più tempo del previsto ma sono già passati più di 15 giorni aiuto

Dear KingRaptor89,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I sent: identity card, photo of prepaid card used for deposit (and for the first successful withdrawals), tax code and bank statement. All this after 2 months of registration because in chat they told me that it was not necessary to send documents and the first withdrawals were always successful ....

Ho inviato : carta d identità, foto carta prepagata usata per deposito (e per i primi prelievi andati a buon fine), codice fiscale e estratto conto bancario . Tutto questo dopo 2 mesi da iscrizione perché in chat mi dissero che non serviva inviare documenti ed i primi prelievi andavano sempre a buon fine ....

Thank you very much for your reply, KingRaptor89. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent mail to your address

kristina.s@casino.guru

Ho inviato mail al vostro indirizzo

kristina.s@casino.guru

I went through your email and I see that the casino asked for a selfie in which you hold your ID, but I don't see that you have provided such a document. Could you please advise if you sent this document later?

I just sent 1win selfie pics with id in hand

Ho appena inviato a 1win foto selfie con documento in mano

Great, keep me informed about any further developments.

So ... Today they paid me 2 withdrawals that were pending (total 400 euros).... The remaining withdrawals have been canceled and returned to the credit of the gaming account .... I tried to make a withdrawal but they are refusing me .... And if I try to make a bet I can't bet more than 23 cents .... I don't know what to say anymore I'm stunned

Allora ... Oggi mi hanno pagato 2 prelievi che erano in attesa (totale 400 euro).... I restanti prelievi sono stati annullati e riportati nel credito del conto gioco .... Ho provato a fare prelievo ma me li stanno rifiutando.... E se provo a fare una scommessa non posso puntare più di 23 centesimi .... Non so più che dire sono allibito

1600 euros blocked in the gaming account ... I want my money .... And nobody answers me from assistance ..... Help

1600 euro bloccati nel conto gioco ... Voglio i miei soldi .... E nessuno che mi risponde dall' assistenza ..... Aiuto

Update .... Although I have not received responses from the casino, making multiple withdrawal attempts the money is being credited to my card .. I still have one transaction left and I will finally have withdrawn everything. When I have the game account at 0 I will never log in again, also because as I said the bets have been limited to cents .... It is a site that offers a lot but after this bad mishap I will stay away forever

Aggiornamento .... Nonostante non abbia ricevuto risposte dal casinò , facendo più tentativi di prelievo i soldi me li stanno accreditando sulla carta .. mi manca ancora una transazione da fare e avrò prelevato finalmente tutto. Quando avrò il conto gioco a 0 non farò mai più accesso , anche perché come dicevo le puntate sono state limitate a centesimi .... É un sito che offre molto ma dopo questa brutta disavventura me ne starò alla larga per sempre

Hurray. I managed to withdraw all the funds from the gaming account .... From now on I will never use 1win again (also because I have limited bets) but they don't deserve anything from me anymore .... Bad experience ... Can you close the case.... Thanks anyway for your help

Evviva. Sono riuscito a prelevare tutti i fondi del conto gioco .... Da adesso in poi non userò mai più 1win (anche perché ho le puntate limitate) ma comunque da me non si meritano più niente .... Brutta esperienza ... Potete chiudere il caso .... Grazie comunque per il vostro aiuto

Dear KingRaptor89,

Thank you for keeping us updated. 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,

Kristina

Casino.Guru