1win Casino - Проверка аккаунта игрока задерживается.

Hello, since the end of September I was asked to verify my 1win account. I sent the email and they asked for my ID to verify. Up to that point, everything was fine. They told me it would take between 14 and a maximum of 30 days, but it's been more than 60 days and it still hasn't been verified.

I sent emails, but they still haven't resolved it.

Hola, desde fines de septiembre me pidieron verificar mi cuenta de 1win, envié el correo y me pidieron mi dni para verificar, hasta ahí todo bien. Me dijeron que tardarían entre 14 y máximo 30 días pero ya van más de 60 días y aún no me verifican.

envie correos y aún no me lo solucionan.

Dear Maquiavelicoo,

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 if you provided any other documents except for your ID? If you did, please clarify which documents you provided.
• 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

Hi, they only asked me for my ID and then I sent them my passport. This whole process was automatic, they sent me a link to my email and I uploaded a photo of my passport and they also asked me to scan my face. When I had already sent everything it said "verifying…" it went on for about 3 minutes and it said "approved", at that moment I sent an email to 1win saying that the documents I sent had already been approved and they responded that the process takes 14 days, maximum 30 days. I waited more than 35 days to send an email (which they did not respond to me), I sent about three emails and in the end they responded the same as the first time…. The verification process takes 14 days, maximum…………

About two or three days ago I sent an email and they didn't respond :c I am patient but taking more than 60 days is too long, please help me

Hola, solo me pedía mi documento de identidad y entonces le envié mi pasaporte. Todo este proceso fue automático, me enviaron un link a mi correo y subí foto de mi pasaporte y también me pedía scanear la cara. Cuando ya había enviado todo decía "verificando…" pasó como 3 minutos y ya salía "aprobado", en ese momento le envié un correo a 1win diciendo que ya había sido aprobado los documentos que envié y me respondieron que el proceso dura 14 días, máximo 30 días. Espere más de 35 días para enviar un correo (el cual no me respondieron), envie como tres correos y al final me respondieron lo mismo que la primera vez…. El proceso de verificación dura 14 días, max…………

hace como dos tres días envié un correo y no me respondieron :c yo soy paciente pero tardar más de 60 días es demasiado, ayúdenme porfa

Thank you very much for your reply, Maquiavelicoo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.