1win Casino - El retiro del jugador ha sido retenido.

I made several deposits without problem and some withdrawals all in less than 24 hours as they say they do. The last withdrawal of 2615 euros is not made in 24 hours, contact them and they say it is due to suspicious activity and that I write to an email. I wrote to them and see what they say.

Hice varios depositos sin problema y algunas retiradas todas en menos de 24 horas como dicenque hacen .La última retirada de 2615 euros no se hace en las 24 horas, contacto con ellos y dicen que es por actividad sospechosa y que escriba a un mail. Les escribí y a ver que dicen.

Dear Alex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed.

We are left with no other option now just to wait for the casino to complete their additional verification. I will set the timer for 7 days and check back with you at the beginning of next week. I wish I could be of more help. Thank you in advance for your patience.

Best regards,

Petronela

They told me to send them verification documents, I sent them and this is their response (translated from English):

Hi!

We get acquainted with the latest relevant letter.

Photographic image of a bank card is accepted for consideration.

You will receive an email within 14 days based on the results of the verification of your gaming account (the maximum response time, if additional verifications are necessary, can reach 30 days from the date of the request).

Sincerely!

Now I already have € 3,200 in the account and I cannot withdraw them until they verify, I will not bet more until they verify my account. If they don't, can I report them and get my money back being a house without a license in Spain? I find it wrong that they let deposit so easy and then these problems to withdraw, up to 1 month to verify an account ...

Me dijeron que les mande documentos de verificación, los mandé y esta es su respuesta(traducida del ingles):

¡Hola!

Nos familiarizamos con la última carta relevante.

Se acepta la imagen fotográfica de una tarjeta bancaria para su consideración.

Recibirás un correo electrónico en un plazo de 14 días basado en los resultados de la verificación de tu cuenta de juego (el tiempo máximo de respuesta, si son necesarias verificaciones adicionales, puede alcanzar los 30 días a partir de la fecha de la solicitud).

¡Atentamente!

Ahora tengo ya 3200€ en la cuenta y no puedo sacarlos hasta que verifiquen, no voy a apostar más hasta que me verifiquen la cuenta. En caso de que no lo hagan ¿puedo denunciarlos y recuperar mi dinero siendo una casa sin licencia en españa? Me parece mal que dejen depositar tan fácil y luego estos problemas para retirar, hasta 1 mes para verificar una cuenta...

I saw that one of his rules is this, which is scary to me:

We reserve the right to withhold any refund or reverse transaction until the identity of the player's account user is properly established to our satisfaction. You agree to provide, in case of our demand, a notarized identification or any other certified identification in accordance with the applicable laws of the player's jurisdiction. If such notarized or certified identification is not provided within five (5) days of our request, then such refund or reverse transaction will not take place, your player account will be closed, and you will lose all funds in your player account, said The decision must be final, binding and not subject to appeal.

It also says that they do not accept players from Spain among other countries, although I asked in the chat and they told me that that's why I deposited and bet there. I asked again now and they told me again that they accept from Spain.

How long do you think I should wait to report them? Can you report and go to trial with this type of unlicensed bookmakers in Spain? Do you think they lengthen the verification time so that I lose my money? Greetings and thank you. I'm very worried.

Vi que una de sus normas es esta, lo cual m da miedo:

Nos reservamos el derecho de retener cualquier reembolso o transacción inversa hasta que la identidad del usuario de la cuenta del jugador se establezca adecuadamente a nuestra satisfacción. Usted acepta proporcionar, en caso de nuestra demanda, una identificación notariada o cualquier otra identificación certificada de acuerdo con las leyes aplicables de la jurisdicción del jugador. Si dicha identificación notariada o certificada no se proporciona dentro de los cinco (5) días de nuestra solicitud, entonces dicho reembolso o transacción inversa no se efectuará, su cuenta de jugador se cerrará y usted perderá todos los fondos en su cuenta de jugador, dicha decisión deberá ser definitivo, vinculante y no sujeto a apelación.

Tambien pone que no aceptan jugadores de España entre otros paises, aunque yo pregunte en el chat y me dijeron que si por eso deposité y aposté ahi. Volvi a preguntar ahora y me dijeron otra vez que si que aceptan de españa.

Cuanto tiempo creen que debo esperar para denunciarlos? Se puede denunciar e ir a juicio com este timpo de casas de apuesta sin licencia en España? Creen que alargan el tiempo de verificación para que yo pierda mi dinero? Un saludo y gracias. Estoy muy preocupado.

Thank you very much, Alex, for your reply. I have checked general terms and conditions, and this is what found https://1win.pro/rules.html#20:

"9.4. Due to the legal reasons we do not accept any Clients from the following countries:

9.4.1. Absolute Restriction. No customers will be accepted from the United States, Canada, United Kingdom, Spain, France and Italy."

Since there is a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Thank you in advance for your reply.

Meanwhile, I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Hello, I do not use vpn, I enter from this link and they have several, https://1wazn.top

In the chat they told me that I can bet from Spain I have catches of it. Is my money at risk? Thank you.

Hola, no uso vpn, entro desde este link y tienen varios, https://1wazn.top

En el chat me dijeron que puedo apostar desde españa tengo capturas de ello. Peligra mi dinero? Gracias.

Please forward the screenshots of the live chat communication to petronela.k@casino.guru.

Thank you very much, Alex, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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.

Hello Alex.

In this situation, the best would be to wait until the casino finished the security check. These checks are standard procedure, and you don't need to panic. Please cooperate with the casino fully. Also please note that in these checks also time matter and that's why try to provide to them all the necessary documents as soon as possible.

I would recommend taking screenshots of the communication with the casino. (just for sure)

Do you have any updates Alex? 

Dear Alex,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.