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I am a Chinese player with ID: 30123108

There is a withdrawal that has not been approved, and I conducted KYC verification on April 6, 2023, saying to wait for 14 days. It has been 16 days now, and I have not received any information yet.

Dear wuwei,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I've been waiting for more than 14 days

Could you please advise if it was your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed? Were your winnings accumulated with or without an active bonus, please?

Yes, the withdrawal is still being processed, it has been over 20 days. And on April 6th, I submitted KYC materials according to 1win's requirements, but I haven't received a response from 1win yet.

Thank you very much, wuwei, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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 there,

Thank you wuwei for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Good afternoon

Due to the fact that verification was carried out, including all its stages, including a video interview, the account verification took all 30 days.

The KYC process is fully completed, the account is working normally, the withdrawal is available in full.

Sincerely, 1win team.

Добрый день!

В связи с тем, что была проведена верификация включая все ее этапы, в том числе собеседование по видео связи, проверка аккаунта заняла все 30 дней.

Процесс KYC полностью завершен, аккаунт работает в штатном режиме, вывод доступен в полном объеме.

С уважением, команда 1win.

Dear wuwei, let us know if you are able to withdraw now. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear wuwei,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.