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I am submitting a complaint regarding an issue with withdrawals on the 1win platform.

Since March 15, I have been unable to withdraw my funds. When I initially contacted customer support, I was instructed to communicate via email. After reaching out by email, I was asked to complete KYC (Know Your Customer) verification. I fully complied and successfully completed the KYC process.

However, after completing the verification, I received an email stating that my withdrawals were restricted. Since then, my account has been placed under withdrawal limitation without any clear explanation.

As of today, five days have passed, and both the email support team and customer service have refused to communicate or provide any updates regarding my situation.

I request a prompt investigation into this matter and immediate assistance in resolving the withdrawal issue.

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.

Dear lys111,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I did the KYC certification required by 1win

I'm dragging my feet by asking you to contact me only by e-mail at security@1win.so .

I checked it out in many Korean communities

In the same case, many users have already been swindled.

Dear lys111,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear lys111,

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,
Karla
Casino.Guru