1win Casino - Проверката на играча се забавя.

Good afternoon,

I started using this casino at the beginning of January. After several successful deposits I was betting regularly until my account was limited to certain amounts of bets.

On the 11th of January I tried to make a withdrawal of 450 euros (maximum amount via card). 48 hours passed and I saw that the situation was pending, I resorted to the chat and through it I was asked to send certain verification documents, which I sent via email to the 1win security department on the 13th of January.

After almost a month I come to ask for help in order to try to close this chapter that has been at least a horror movie.

Thank you and good work

Boa tarde,

Começei a utilizar este casino no início de Janeiro. Após diversos depósitos bem sucedidos fui apostando regularmente até a minha conta ficar limitada a determinados montantes de apostas.

No dia 11 de Janeiro tentei proceder a um levantamento de 450 euros (montantante máximo através de cartão). 48h passaram e vi que a situação se encontrava pendente, recorri ao chat e através do mesmo foi-me solicitado que enviasse certos documentos de verificação, aos quais envie através do email para o departamento de segurança da 1win no dia 13 de Janeiro.

Passado quase um mês venho solicitar ajuda de forma a tentar fechar este capítulo que tem sido no mínimo um filme de terror.

Obrigado e bom trabalho

Hello Covaneiro,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good afternoon,

The verification process has been pending since the 13th of January and they still haven't accepted any, the last time I got a "concrete" answer was about a week ago when they said to wait a little longer. However, I'm always waiting and in the end they don't solve anything.

Thank you and good work

Boa tarde,

O processo de verificação encontra-se pendente desde do dia 13 de Janeiro sendo que ainda não aceitaram nenhum, a última vez que obtive uma resposta "concreta" foi há cerca de uma semana no qual disseram para aguardar mais um pouco. No entanto estou sempre a aguardar e no final de contas não resolvem nada.

Obrigado e bom trabalho

Thank you Covaneiro for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Covaneiro!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good afternoon,

Add ``to the complaint that my account was blocked, for no reason explained by the casino in question. I've tried contacting you via email and I'm waiting for a response.

Thanks again

Boa tarde,

Acrescentar ``a reclamação que a minha conta foi bloqueada, sem motivo explicado por parte do casino em causa. Já tentei contactar atravé do email e aguardo resposta.

Obrigado mais uma vez

Good afternoon

The documents provided by the client during KYC were intended for verification on another platform and do not belong to the actual owner of the account.

Sincerely, 1win team.

Добрый день!

Предоставленные клиентом при проведении KYC документы предназначались для верификации на другой платформе и не принадлежат фактическому владельцу счета.

С уважением, команда 1win.

Thank you for your response, 1win team!

Could you, please, provide proof to my e-mail: pavel.k@casino.guru ?

Good,

When requesting a photo of the citizen's card with my face in the photo, I used a photo that I had previously taken and used in another bookmaker. I thought there were no constraints with that.

However, all the documents I sent are in my possession. Attached is the photo used for verification (currently, the identification document is not valid on the date of submission, but I can send a photo to 1win again with the new document).

Thank you and good work.

Boas,

Aquando da solicitação de uma foto do cartão de cidadão com a minha face na foto utilizei uma foto que já tinha tirado previamente e utilizado noutra casa de apostas. Pensava que não havia constrangimentos com tal.

No entanto todos os documentos que enviei são da minha posse. Em anexo envio a foto utilizada para verificação (atualmente, não na data de envio o documento de identificação encontra-se experido mas posso enviar novamente uma foto à 1win com o novo documento).

Obrigado e bom trabalho.

Thank you, Covaneiro!

1win team, will you be satisfied if player provides new set of documents for the verification?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

Covaneiro, please send the correct package of documents to security@1win.xyz.

Sincerely, 1win team.

Добрый день!

Covaneiro, пришлите, пожалуйста, на электронную почту security@1win.xyz корректный пакет документов.

С уважением, команда 1win.

Good afternoon,

I just want to keep you updated. I already sent all the documents required, again. With a new photo picture of my face with the updated identity document. I am waiting for an answer. Attached I send the document that I forward to the 1win security team along with the email sent. I want to keep transparency. (I do not know why but I cant insert my identity documents in this chatbox, if necessary I can sent trough email).

Thanks for your help once again and good work.

Good afternoon, Covaneiro!

Thank you for your cooperation!

Now I suggest we wait for the casino to let us know that they have received your documents and then, I hope, the withdrawal will be proceeded.

Good afternoon

We decided to unblock the account and successfully complete verification, as the user provided the correct package of documents.

Output is available.

Sincerely, 1win team.

Добрый день!

Нами было принято решение разблокировать аккаунт и успешно завершить верификацию, так как пользователь предоставил корректный пакет документов.

Вывод доступен.

С уважением, команда 1win.

Hello, 1win team! Thank you for your decision!

Covaneiro, please, keep us updated about the status of the withdrawal.

Good afternoon,

I thought this nightmare had ended when they unblocked my account. I tried to make two withdrawals to verify the viability of these withdrawal methods, one for 30 euros through a Mastercard and another for 30 euros through cryptocurrency, both successfully.

However, when I tried to make withdrawals above that amount, the company refused to process the payments. I tried to access the chat, but once again, the support was nonexistent, telling me to try again and again. I am forced to resort to this communication channel because it is the only one where I receive a response.

Thank you for your time and effort once again.

Bernardo Covaneiro

1win team, please, could you explain the situation for us?

Good afternoon,

After several attempts I withdrew my money, I can't believe I'm writing this. I still have some long-term bets that are open but I've withdrawn basically all the money.

Many thanks for the help given

Boa tarde,

Após diversas tentativas retirei o meu dinheiro, nem consigo acreditar que estou a escrever isto. Ainda tenho algumas apostas de longo prazo que estão abertas mas já retirei o dinheiro todo basicamente.

Muito mas muito obigado pela ajuda prestada

Covaneiro, have you received the funds as well?

Since this is my only means of communication that I have with 1win, I would like to ask them if they are going to remove the limits on the amount of bets that I have set in my account.

I understand if you want to close the discussion but since this is the only means of communication I would like to ask this question to 1win.

Many thanks again to the team at casino guru

Good job

Sendo que este é o meu único meio de comunicação que tenho com a 1win gostaria de lhes perguntar se vão retirar os limtes dos montantes de apostas que tenho fixado na minha conta.

Compreendo se quiserem fechar a discussão mas sendo este o único meio de comunicação gostaria de realizar esta pergunta à 1win.

Muito obrigado mais uma vez à equipa do casino guru

Bom trabalho

I managed to withdraw the balance I had in the account.

Thank you very much

Consegui retirar o saldo que tinha na conta.

Muito obrigado

Thank you, Covaneiro!

I am inviting the casino to the discussion one more time by your request.

Good afternoon

The maximum bet amount is set by the provider that provided the event to the site.

Sincerely, 1win team.

Добрый день!

Максимальная сумма ставки устанавливается провайдером, предоставившим событие на сайт.

С уважением, команда 1win.

Thank you, 1Win Casino!

As it seems, the issue has now been fully resolved and the player has received required answer.

Therefore, I would like to thank both sides for their cooperation and close this complaint.

Covaneiro, 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,

Pavel K

Casino Guru Team