1Go Casino - Тегленето на играча е забавено и акаунтът е в процес на проверка.

Hello Casino Guru team,

I am submitting a complaint against 1GO Casino due to unreasonable withdrawal delays and continuous stall tactics under the guise of verification.

- Player Email / Account ID: [TAVS E-PASTS VAI KAZINO ID]

- Withdrawal Amount: [SUMMA EUR]

- Date of Withdrawal Request: [DATUMS, KAD PIEPRASĪJI IZMAKSU]

Issue Details:

I requested a withdrawal a week ago. Right on the first day, I completed the KYC verification and submitted a video holding my ID next to my face as requested.

However, for a whole week, customer support kept asking me to resend the exact same video with my face and ID every single day. Even though I complied and provided the requested video each time, they kept finding excuses to prolong the process.

Now, after dragging this out for a week with daily video requests, they informed me that my account is "under review" and that this process can take up to 31 days.

I have fully cooperated, provided all valid documents, and repeatedly submitted the video verification. I strongly believe this 31-day review is an artificial delay technique to avoid paying out my legitimate winnings.

I kindly ask for Casino Guru's intervention to help resolve this issue and process my withdrawal.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Are you currently able to access your account?
• Which documents were approved and which were not, to your knowledge?
• Has the casino indicated that there might be a problem with approving specific documents?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I can access the account without any problems for now! All documents have been approved! But they aren't paying out the €1,380 to me.

Thank you for your update. Could you please let me know if the casino has provided any reasons for not processing your withdrawal? Additionally, have you made any successful withdrawals from this casino in the past?

Thank you in advance for your reply.

Dear Aivelis12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru