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Good night, I've been trying to make a withdrawal for a week, and the withdrawals are only being analyzed, I try to transfer the amount to another ID but it appears "INVALID ORDER" I send an email and an automatic response arrives, it's been 4 days and no response , I don't know if my id is blocked, and they don't give any return, not even in the chat they are able to help.

Boa noite, estou tentando efetuar um saque faz uma semana, e os saques só ficam em análise, tento transferir o valor pra outro ID mas aparece "PEDIDO INVÁLIDO" mando email aí chega uma resposta automática, já fazem 4 dias que e nada de reposta, não sei se o meu id tá bloqueado, e eles não dá nenhum retorno, nem no chat eles tão conseguindo ajudar.

Dear tchelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your withdrawal has been pending for a week? Have you made any successful withdrawals before?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

No, that would be the first serve

Não, esse seria o primeiro saque

Good afternoon, I just received an email from them saying that I have to confirm the account, I just didn't understand that they asked for "PUBLIC SERVICE ACCOUNT"

Boa tarde, acabei de receber um email deles falando que eu tenho que confirmar a conta, só não entendi que eles pediram "CONTA DE SERVIÇO PÚBLICO"

Thank you for your reply, tchelo. I apologize, but I am not sure I understand correctly your last message.

Did the casino ask you to provide documents to verify your identity?

yes, in the email they said that I had to activate my account and that's why they needed the document and proof of residence I sent them, now I'm waiting for their response.

sim, no e-mail eles diziam que eu tinha que ativar a minha conta e por isso eles precisavam do documento e do comprovante de residência eu enviei a eles, agora tô aguardando a resposta deles.

Ok, so let's give the casino a few more days to process your documents. I will keep this complaint opened, so please, keep us updated and let us know if there is anything new. If there is no development within a week, we will intervene.

They answered me as follows.

" Hello!

Within 14 days, a letter will be sent to you based on the results of your gaming account verification (the maximum time, if additional verifications are required, may be up to 30 days from the request) .

Now all that's left to do is wait.

Me responderam da seguinte forma.

"Olá!

Dentro de 14 dias, uma carta será enviada a você com base nos resultados da verificação da sua conta de jogo (o tempo máximo, se forem necessárias verificações adicionais, pode chegar a 30 dias a partir da solicitação).

Agora só resta aguardar.

Hello!

Verification has been assigned to the player's account. On 11/05/22, a letter was sent to the player's postal address about the timing of verification of the submitted documents: "Within 14 days, you will be sent a letter based on the results of verification of your gaming account (the maximum period, if additional verifications are necessary, can reach 30 days from the moment of request) ."

Sincerely, 1win team!

Здравствуйте!

На аккаунте игрока назначена верификация. 11/05/22 на почтовый адрес игрока было отправлено письмо о сроках проверки предоставленных документов: "В течение 14 дней Вам будет отправлено письмо по результатам проверки Вашего игрового счета (максимальный срок, при необходимости дополнительных проверок, может достигать 30 дней с момента запроса)."

С уважением, команда 1win!

" Verification has been assigned to the player's account. On 5/22/11 " so does that mean my account is free to withdraw?

"A verificação foi atribuída à conta do jogador. Em 22/05/11" então isso quer dizer que minha conta tá liberada para fazer saques ?

Hello everyone,

Has there been any news?

Not yet Kristina, I'm on hold.

Ainda não Kristina, estou no aguarde.

Thank you very much tchelo for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello tchelo,

I have reviewed your case and will do my best to help you resolve the issue.

As I understand the situation, you are currently still waiting for a letter explaining the results of your verification, which the casino stated was sent to your postal address on 11/05/22, is that correct?

Kind regards,

Adam

Dear tchelo,

We haven't heard from you in some time.

Please respond and provide an update on the situation regarding your account.

I will extend the timer for seven days. Please be aware that if we do not hear from you within the set timeframe, this complaint will be rejected.

Dear tchelo,

As you have not replied any further, the complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam