1win Casino - El retiro del jugador se retrasa debido a KYC.

I tried to withdraw money from this casino, but was asked to submit KYC. I did so, but I haven't received a reply. I'm playing with money that I couldn't withdraw, and now I can't withdraw 430,000 yen. In addition to KYC, I was asked to provide my deposit and withdrawal history, so I also provided my cryptocurrency deposit and withdrawal history.

このカジノで出金をしようとしたのですがKYCの提出を求められました、それに応じてKYCをしたのですが返事がありません、出金できなかったお金でプレイをしているのですが現在430000円が出金できない状況です、KYCの他に出入金履歴を求められたので仮想通貨の出入金履歴も提出しています

Dear tororon,

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 take 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 and when exactly you sent the last one?
• 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I sent it at 2:22 a.m. on Sunday, Japan time. The documents I submitted were my driver's license and a history of remittances and receipts from MEXC to 1WIN.

Yes, I sent it in the correct format.

日本時間で日曜日の午前2時22分に送りました、提出した書類は免許証とMEXCから1WINへの送金と受け取りの履歴です

はい、正しい形で送りました

The person in charge acted quickly and the problem was resolved!

担当の人が迅速に動いてくれたので解決しました！

Dear tororon,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru