1win withdrawal successful but not received the money

Hello,

I am reporting a delayed withdrawal issue with 1win. My withdrawal has been pending for more than 10 days and I have not received my money.

I contacted their support several times but I have not received any helpful response. This is my first withdrawal and I used MTN Mobile Money.

Account ID: [360441523]
Withdrawal amount: [GH989]
Date requested: [7 May,2026]

I have screenshots and proof of the pending withdrawal. Please help review this issue.

Thank you.

On Sunday, May 10, 2026, I placed bet 246451953 on "Both teams to score - Yes".

Bet details:
Stake: $301.22
Odds: +1100
Potential winnings: $3,614.64
User ID: 361893730

Both teams scored in the match. My betslip clearly shows ONLY "Both teams to score - Yes" with no mention of exact score, combo bet, or any other condition. The odds of +1100 correspond to the simple "Both teams to score" market, not to a combined "Result + BTTS" bet, I even confirmed with a support agent before submitting it that I only needed each team to score at least one goal to win the bet.

1win support gave me 3 different and contradictory excuses over several days to avoid payment. I sent a final escalation email on may 12 giving them 24 hours to settle the bet before escalating to Curaçao Gaming Control Board and public mediators. The 24-hour deadline has passed. No payment received, no reply from 1win.

This is a clear violation of their own Terms and Conditions, section 4.2 Sports Betting Rules. I am requesting the immediate payment of my full winnings: $3,614.64.

Evidence attached:
1. Betslip screenshot showing "Both teams to score - Yes" only
2. Official match result proving both teams scored
3. Odds screenshot for "Both teams to score" market at +1100
4. Chat logs with 3 different support agents
5. Final warning email with timestamp showing 24h deadline expired

My 1Win account ID is 347082143. On March 31, 2026, I made a deposit of 50,000 INR to my 1Win betting account using UPI through my PhonePe account. The amount was successfully debited from my PhonePe/bank account, and a UTR number is clearly visible in my transaction details. However, the funds have not been credited to my 1Win account.

After noticing that the deposit did not arrive, I immediately contacted 1Win support via chat. I was informed that such issues are “usually resolved within 1 to 7 days.” Despite this assurance, my 50,000 INR is still even after 18 days missing. I have neither received the funds back in my PhonePe account nor seen them credited to my 1Win account.

I am requesting that the full amount of 50,000 INR be refunded immediately to my original payment method via PhonePe using the existing UPI/UTR reference. I also ask that this issue be thoroughly investigated and resolved as a matter of urgency.

On 10/04/2026 at around 3:30 PM, I made a deposit of Rs 2000 to my 1win account via UPI. The amount was successfully debited from my bank account, and the UPI transaction shows as completed with Transaction ID: 610042566170. However, the deposit was never credited to my 1win account, and within 1win it is shown as “transaction cancelled,” even though the money has been taken from my bank.

I contacted 1win support regarding this issue, but I have not received any satisfactory response or clear solution. My money is stuck even though there is proof of a successful UPI transaction from my side.

I request that Rs 2000 be immediately credited to my 1win account for this transaction, or the issue be resolved without any further delay.

Account ID:357283364
UPI transaction ID:610042566170
Date: 10/04/2026 03:30 PM
Amount: 2000 INR

I am writing to request assistance regarding a withdrawal issue on my account with 1win.
I have successfully won funds, and the balance is currently available in my account. However, when I attempt to withdraw my funds, I receive an error message stating: “Enable withdrawal option.”
I have contacted customer support multiple times regarding this issue, but it has not been resolved. I have also followed all instructions provided, including completing the required verification (KYC) process through the link sent to me.
Despite complying with all the requirements, I am still unable to withdraw my funds. This situation has caused significant inconvenience, as my funds remain inaccessible.
For transparency, I have attached all relevant evidence, including:
Screenshot of my account balance
Screenshot of withdrawal attempt
Screenshot of the error message
Communication with customer support
Proof of completed verification
I kindly request your assistance in reviewing this matter and helping to resolve the issue by enabling my withdrawal as soon as possible.
Thank you for your time and consideration.

Dear AskGamblers Support Team, I am writing to appeal/re-submit, as this is a clear violation of sports betting rules and settlement standards.Complaint Summary:Operator: 1win (sportsbook)

Bet type: Single bets on "To win the match, Barcelona FC" (explicitly the individual match winner – second leg of Copa del Rey semi-final vs Atlético Madrid, March 3/4, 2026).
Actual result: Barcelona won the specific match 3-0 in regular time (90 minutes + injury time; goals by Marc Bernal x2 and Raphinha penalty). Confirmed by independent sources (e.g., Marca live report: https://www.marca.com/en/soccer/spanish-copa-del-rey/barcelona-atletico/2026/03/03/01_0105_20260303_178_175-live.html; The Athletic, Al Jazeera).
1win settled all bets as "Lost", claiming aggregate score (4-3 to Atlético overall) applies per "football rules" for two-legged ties.

Specific Violation of Sports Betting Rules:
1win's own rules (https://1win.com/rules, football/sports sections) state:Match winner bets (P1/P2/X or "To win the match") settle on regular time (90 minutes + injury time) of the specific match.
Aggregate/extra time/penalties only apply to separate markets like "To Qualify (For The Next Round)" or progression/advance bets.
There is no provision overriding "To win the match" to aggregate in cup ties – the market wording controls settlement.

This is a direct violation of their published settlement rules. The bets should have been graded as Won at 7.5 odds.Bet IDs and Stakes:ID 210572019: Re 400.00
ID 210571595: Re 303.61
ID 210569563: Re 200.00
Total disputed winnings owed: Re 6,777.08 (full payout including stakes returned + profit).

Previous Actions:Contacted 1win live chat multiple times since March 4, 2026.
Agent "Anisha" acknowledged difference between "to qualify" and "to win the match" but still applied aggregate.
No resolution after days of follow-ups and emails to [email protected] / [email protected].

On 6th of December my account has been blocked. Because I can not log in, I can’t request for a withdrawal of my 8000+$ of which 5000+$ are my deposits. My few e-mails to them didn’t received any substantive response (copy-paste answers).

I am very disappointed with this situation, because I was loyal client in this casino with long history of sport bets.
I didn’t break any rules, the account was used only by me. I’m able to provide any proofs for this.

I've tried absolutely everything. I've also filed complaints on Trustpilot and the Bitcointalk.org forum. I've attached screenshots below.

On January 4, I requested a withdrawal of 781,000 XOF from my 1win account using e-wallet - Wave
The transaction has been stuck in "pending" status since then — over 26 days with no progress.

I have contacted 1win support multiple times via live chat and email, but they only repeat that my request is "being processed" or "delayed by the payment system."
I have asked a simple binary question: "Has your payment partner responded in the last 26 days – yes or no?"
They refuse to answer directly and continue to give generic, evasive replies.

This is causing me significant inconvenience and raises serious concerns about the reliability and transparency of 1win's financial processes.

Dear AskGambler, I have an issue with the betting company 1win regarding the withdrawal of funds from my betting account. On December 3rd of this year, I deposited an amount of 1,790,000 Tanzanian Shillings and successfully started betting on various sports within their website. After a few days, I decided to withdraw some funds from my account, and they sent me an OTP to my email. I filled it out and completed that step, and they informed me that the transaction was being processed quickly. However, I was surprised that after several hours, the money had not reached my mobile network.

I then checked the status of the transaction and found it was pending. I decided to contact them through their support and security emails. They managed to respond to me, and the security email informed me that according to clause 10.3, I needed to follow a link to form.kycaid.com they provided and submit copies of my identification along with completing identity verification. I did so, submitted my documents, and completed the facial recognition process, which was all successful.

After that, I informed them that I had completed submitting my identification documents and facial recognition verification through that link and that I had passed, also attaching evidence in the form of a screenshot. I sent all of this to their security email. After that, the security email responded to me again, stating that according to clause 10.3, they needed a copy of the transaction receipt from December 3rd of this year for the amount of 1,790,000 Tanzanian Shillings that I made in my 1win account. I successfully sent them a copy of the transaction receipt along with a screenshot. Surprisingly, they did not respond to me regarding whether the issue has been resolved or if they needed more documents to complete the matter. Despite my continued attempts to reach out to them through their support and security emails, I have received no responses, and no money has been credited to the mobile network I use to receive transactions. Now, this issue has extended beyond 24 hours. I sincerely request assistance with this matter.