Complaint #365
1win Casino
1win marked withdrawal successful but money was not received
3 weeks ago
On 24 June 2026 at 15:06, I requested three withdrawals of RUB 50,000 each from 1win to a bank card, for a total of RUB 150,000.
Two withdrawals, totalling RUB 100,000, were cancelled and returned to my 1win balance. The remaining RUB 50,000 withdrawal was marked as “Credited/Successful”, but the money never reached my bank account.
I repeatedly contacted 1win support and provided all requested evidence, including bank statements showing that the payment had not been received. Three support cases were opened:
SPP-690857
SPP-763706
SPP-918987
Approximately one week after the original withdrawal, 1win support requested the details of another bank card belonging to me. I provided the requested alternative card details, and support said they would forward them to the payment provider. However, the payment was not received on that card either.
1win later provided information about four alleged transfers which supposedly represented the missing RUB 50,000 payment:
RUB 11,000
RUB 13,000
RUB 13,000
RUB 13,000
I contacted my bank and asked them to trace these payments using the information provided by 1win. The bank checked my account for the period from 31 May 2026 to 30 June 2026 and officially confirmed that none of the four payments had been credited. The bank also provided an account statement showing all transactions for that period.
On 13 July 2026, I sent a formal written complaint to 1win’s official support email. I requested that 1win either pay the missing RUB 50,000 to my verified alternative card or return the money to my 1win balance. I also requested a valid RRN/ARN, the payment date and time, the recipient card mask and documentary confirmation that the payment had actually been credited. The issue was not resolved.
After this, 1win once again presented the withdrawal as completed and sent another screenshot claiming that the money had been credited. However, I still received no money.
Moreover, one of the payment screenshots provided by 1win showed a card that I had never specified for this withdrawal. It did not correspond to either the card used for the original withdrawal or the alternative card that I later provided to support.
When I asked 1win to explain the different payment screenshots and the reference to a card I had never provided, support did not give an explanation. Instead, support stated that one screenshot only showed the status on the payment provider’s side — that the withdrawal had been sent or was still being processed. Support also stated that crediting could take up to 24 hours.
However, the withdrawal was requested on 24 June 2026. As of 20 July 2026, 26 days have passed.
Most importantly, after the payment had supposedly been completed, a 1win manager checked case SPP-918987 and explicitly stated that 1win was still waiting for a response from the payment system and could not provide a resolution date. The manager then closed the chat.
Therefore, 1win’s statements contradict each other:
1. The withdrawal is displayed or described as successfully credited.
2. My bank officially confirms that the money was not received.
3. One alleged payment confirmation relates to a card I never specified.
4. 1win support admits that it is still waiting for the payment provider and cannot provide a deadline.
A screenshot showing a status on the payment provider’s side is not proof that the money was credited to my bank account.
I have fully cooperated with 1win, provided multiple bank statements, supplied another verified card when requested, contacted my bank, opened three support cases and submitted a formal written complaint. Despite this, I have received neither the RUB 50,000 nor reliable proof that it was paid to me.
I request that 1win immediately do one of the following:
1. Pay the missing RUB 50,000 to the verified alternative card that I provided; or
2. Return the full RUB 50,000 to my 1win balance.
I also request the exact date and time of the alleged payment, the recipient card mask, a valid RRN/ARN or another traceable banking reference, the final transaction status and an explanation of why payment information for a card I never provided was sent to me.
I can provide my bank’s written confirmation, account statement, payment screenshots and full correspondence with 1win privately to the AskGamblers complaints team.
Two withdrawals, totalling RUB 100,000, were cancelled and returned to my 1win balance. The remaining RUB 50,000 withdrawal was marked as “Credited/Successful”, but the money never reached my bank account.
I repeatedly contacted 1win support and provided all requested evidence, including bank statements showing that the payment had not been received. Three support cases were opened:
SPP-690857
SPP-763706
SPP-918987
Approximately one week after the original withdrawal, 1win support requested the details of another bank card belonging to me. I provided the requested alternative card details, and support said they would forward them to the payment provider. However, the payment was not received on that card either.
1win later provided information about four alleged transfers which supposedly represented the missing RUB 50,000 payment:
RUB 11,000
RUB 13,000
RUB 13,000
RUB 13,000
I contacted my bank and asked them to trace these payments using the information provided by 1win. The bank checked my account for the period from 31 May 2026 to 30 June 2026 and officially confirmed that none of the four payments had been credited. The bank also provided an account statement showing all transactions for that period.
On 13 July 2026, I sent a formal written complaint to 1win’s official support email. I requested that 1win either pay the missing RUB 50,000 to my verified alternative card or return the money to my 1win balance. I also requested a valid RRN/ARN, the payment date and time, the recipient card mask and documentary confirmation that the payment had actually been credited. The issue was not resolved.
After this, 1win once again presented the withdrawal as completed and sent another screenshot claiming that the money had been credited. However, I still received no money.
Moreover, one of the payment screenshots provided by 1win showed a card that I had never specified for this withdrawal. It did not correspond to either the card used for the original withdrawal or the alternative card that I later provided to support.
When I asked 1win to explain the different payment screenshots and the reference to a card I had never provided, support did not give an explanation. Instead, support stated that one screenshot only showed the status on the payment provider’s side — that the withdrawal had been sent or was still being processed. Support also stated that crediting could take up to 24 hours.
However, the withdrawal was requested on 24 June 2026. As of 20 July 2026, 26 days have passed.
Most importantly, after the payment had supposedly been completed, a 1win manager checked case SPP-918987 and explicitly stated that 1win was still waiting for a response from the payment system and could not provide a resolution date. The manager then closed the chat.
Therefore, 1win’s statements contradict each other:
1. The withdrawal is displayed or described as successfully credited.
2. My bank officially confirms that the money was not received.
3. One alleged payment confirmation relates to a card I never specified.
4. 1win support admits that it is still waiting for the payment provider and cannot provide a deadline.
A screenshot showing a status on the payment provider’s side is not proof that the money was credited to my bank account.
I have fully cooperated with 1win, provided multiple bank statements, supplied another verified card when requested, contacted my bank, opened three support cases and submitted a formal written complaint. Despite this, I have received neither the RUB 50,000 nor reliable proof that it was paid to me.
I request that 1win immediately do one of the following:
1. Pay the missing RUB 50,000 to the verified alternative card that I provided; or
2. Return the full RUB 50,000 to my 1win balance.
I also request the exact date and time of the alleged payment, the recipient card mask, a valid RRN/ARN or another traceable banking reference, the final transaction status and an explanation of why payment information for a card I never provided was sent to me.
I can provide my bank’s written confirmation, account statement, payment screenshots and full correspondence with 1win privately to the AskGamblers complaints team.
Screenshot
