Complaint #365 1win Casino

1win marked withdrawal successful but money was not received

By Dmitry_22342

2 months 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.

Disputed Casino 1win Casino

Reason Delayed payment

Amount руб.50000

Discussion

AskGamblers

• Support Team

1 month ago

Dear Dmitry_22342,

We received evidence from 1win Casino that the amounts were sent to the correct credit card. We kindly ask you to check with your bank.

Dmitry_22342

2 months ago

I would also like to add two important points.

First, even if the withdrawal request is no longer visible in 1win’s ordinary support interface, the relevant financial records cannot simply cease to exist. 1win must have an internal account ledger, database records and payment-provider records showing:

* my balance before the withdrawal;
* the RUB 50,000 deducted from my balance;
* every attempted payment connected with that withdrawal;
* the date, time, amount and status of each transaction;
* all failed or cancelled payment attempts;
* the amounts returned to my 1win balance;
* the subsequent payments made to the alternative cards requested by 1win support;
* the final reconciliation of the entire withdrawn amount.

It must be possible for 1win to compare how much was deducted from my balance with how much was returned and how much was actually paid to each card. Otherwise, 1win would be unable to maintain an accurate financial balance for any player.

The disappearance of a request from a support interface after 14 days does not mean that the underlying financial transaction records, account ledger and payment-provider records have disappeared. If 1win claims that the withdrawal was successfully paid, that claim must be supported by those records. 1win cannot simultaneously state that the transaction was completed and that no records are available to verify it.

Second, the 14-day explanation cannot reasonably be accepted in this case because I reported the missing payment to 1win support promptly and the case remained under continuous review. Once a transaction was formally disputed, 1win had both the opportunity and responsibility to preserve and examine all relevant records.

Otherwise, any operator could avoid responsibility simply by delaying its own investigation for more than 14 days and then telling the customer that the transaction can no longer be checked. Such an approach would make the complaint process meaningless and would allow the operator to benefit directly from its own delay.

The relevant date is therefore the date on which I first reported the missing payment to 1win support, not the later date on which I was forced to contact AskGamblers because 1win had failed to resolve the issue.

The inability of 1win’s support team to complete its investigation before an alleged internal retention period expired is an internal failure of 1win. It does not prove that the money was paid and cannot transfer responsibility for the missing RUB 50,000 to me.

Dmitry_22342

2 months ago

Dear 1win and AskGamblers,

1win has still not provided any verifiable banking evidence confirming that the disputed RUB 50,000 was actually credited to my bank account.

I provided an official bank statement confirming that none of the four alleged payments — RUB 13,000, RUB 13,000, RUB 13,000 and RUB 11,000 — was received. I also provided correspondence with my bank confirming that all four payments were checked and none of them was credited.

I contacted 1win support almost immediately after the withdrawal failed to arrive. Therefore, the statement that the issue was reported too late is incorrect. The complaint was submitted to AskGamblers later only because I first attempted to resolve the matter directly with 1win.

The process with 1win support lasted so long that my case was assigned three different reference numbers:

* SPP-690857;
* SPP-763706;
* SPP-918987.

The delay was caused by 1win’s prolonged internal handling of my complaint, not by any failure on my part to report the missing payment promptly. If 1win’s transaction records became unavailable while its own support team was processing and repeatedly reassigning my case, this cannot reasonably be used against me.

Moreover, 1win’s current position is internally contradictory. On the one hand, 1win claims that the request is no longer available and cannot be verified. On the other hand, 1win continues to claim that the money was successfully credited. If the transaction can no longer be reviewed, 1win cannot reasonably treat its successful completion as established without providing independent and traceable banking evidence.

The screenshots previously provided by 1win only show that the sender’s system marked four payments as completed. They do not prove that the funds reached my bank account. No separate RRN, ARN or equivalent traceable banking reference has been provided for any of the four alleged payments, and no confirmation of final credit by the receiving bank has been supplied.

The reference to “another withdrawal request” does not resolve this complaint. This case concerns one specific withdrawal of RUB 50,000 that remains marked as credited despite the fact that the money was never received. Evidence relating to another withdrawal cannot be used as proof that this disputed withdrawal was paid.

I have provided every form of evidence reasonably available to me:

* official bank statements;
* an updated statement covering the entire requested period;
* screenshots of my correspondence with the bank;
* confirmation that all four alleged payments were checked and not received;
* the complete history of my communication with 1win support.

It is impossible for a customer to provide anything more definitive than an official bank statement and confirmation from the receiving bank that the payments do not exist. The burden is now on 1win, as the sender, to trace the alleged transactions and prove that the funds were actually credited.

I therefore request that 1win provide, for each of the four alleged payments separately:

1. A unique RRN, ARN or equivalent banking reference;
2. A complete transaction record from the payment provider;
3. Confirmation of final settlement and actual credit to my bank account.

If 1win cannot provide this evidence, the disputed withdrawal must be cancelled and the full RUB 50,000 returned to my 1win balance.

I respectfully ask AskGamblers to note that I reported the problem to 1win promptly, fully cooperated for several weeks and repeatedly supplied all available evidence. 1win’s inability to verify the transaction after delaying the case cannot replace proof of payment and cannot be treated as grounds for rejecting my legitimate claim.

The complaint remains completely unresolved: the RUB 50,000 was neither received in my bank account nor returned to my 1win balance.

1win Casino

• Representative

2 months ago

Hello!
Unfortunately, at this stage we are unable to verify the disputed withdrawal request because the complaint was submitted more than 14 days after the withdrawal was made, and the request is no longer available for review. We recommend contacting support promptly if a transaction issue occurs, so the relevant details can be checked while the request is still available.
We also found another withdrawal request related to your case that had already been reviewed by the time of the complaint – the withdrawal was processed in several parts. The transaction receipts for the completed payments are available through the support chat.

1win Casino Complaint Stats

Resolved 138 / 142

Avg. Amount $518

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

1win Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 79 out of 83 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

1win Casino Complaints

See all complaints for this casino

Account close after completed verification successfully

I'm a VIP player at 1Win Casino. I deposited around 3,000-4,000 USDT when I created my account. One day, I attempted to withdraw, but was required to complete a verification process. I then verified my identity using my national ID, a live video feed, and a selfie, and the verification was successful. However, one day, my account was blocked for no reason. I emailed the casino and received a reply stating that my account had been permanently blocked. I'm an honest player; I haven't engaged in any illegal activity or used any bonuses. 1Win Casino blocked my account for no reason and hasn't released my deposited funds or winnings yet. Please help.

79h left

$4,300

Verified Account Withdrawal Restricted ID 356754889

Dear AskGamblers Complaints Team,

I am filing a formal dispute against 1win regarding an ongoing withdrawal restriction on my fully verified account. My profile identity verification is entirely completed and green; the internal system explicitly states: "Identity verification Status: The data is verified. Thank you for confirming your identity. You can now make withdrawals safely."

On Monday, October 5, 2026, I placed standard, manual outside bets on Red/Black across Roulette games, starting with a ₹20,000 deposit. Following a completely legitimate winning streak, my final account balance reached ₹2,04,612.75 INR.

When I attempted to withdraw, the transactions were immediately placed "Under review."

• October 5: I received an automated security email stating my profile was under an inspection period.
• October 7: Live support chat agents told me that additional withdrawal checks take up to 3 working days and escalated my case file.
• October 11 (Today): The 3-working-day deadline has passed. When I followed up with live support today, the agent stated they could not process the single transaction and instructed me to split my withdrawals into three smaller requests of ₹3,333 each due to gateway processing limitations.

I have fully complied with their support team's instructions and submitted the three smaller split requests today. However, my payouts remain stuck and unresolved. My identity is already fully verified inside the app, and my gameplay was completely manual and fair.

I have attached unedited screenshots as complete evidence:

My approved green Identity Verification tab showing my account number (ID: 356754889).
My updated balance screen showing my total funds.
The live chat log where support instructed me to split the withdrawals into smaller amounts.

I request the AskGamblers team to formally contact 1win management, check my account logs, and help release my legitimate balance.

Thank you for your assistance.

Resolved

₹10,000

Deposit not Receive

My 1Win Account ID is 377686020. I deposited ₹1,500 on 19 September 2026 at 7:48 PM, but the amount has still not been credited to my account.
Every time I contact support, I am told to wait 72 hours. After 72 hours, I contact support again and I am again told to wait another 72 hours. After making me wait, your team again asks for my bank statement and payment proof. I have already submitted my bank statement and payment proof at least 10 times.
UPI Transaction ID: T2609191948330298089946
UTR: 515972486589
Amount: ₹1,500
Please stop asking me to wait another 72 hours and stop requesting the same documents repeatedly. Please investigate and credit my ₹1,500 immediately or provide a proper final resolution.

Rejected

₹1,500

Withdrawal pending since 3 days

Dear AskGamblers Team,

I would like to report an issue regarding my withdrawal.

I requested a withdrawal of ₹55,000, but it has now been more than 3 days, and the withdrawal is still pending and has not been processed.

My ID: 70551324
Withdrawal Amount: ₹55,000
Status: Pending for more than 3 days

I kindly request you to look into this matter and help me get a clear update on why my withdrawal is being delayed and when I can expect the funds to be released.

Thank you for your assistance.

Resolved

₹55,000

Repeated withdrawal cancellations and delays

I am submitting a complaint regarding repeated withdrawal failures on my 1win.com account.

I have approximately $20,000 in total between my gaming balance and withdrawal requests. I have made multiple attempts to withdraw my funds through Interac e-Transfer, but several withdrawals have been cancelled or rejected and returned to my gaming balance.

I have contacted customer support numerous times. I have repeatedly been told to wait 24 hours, that my requests have been escalated to specialists, and that the issue is being reviewed. Most recently, support advised me to wait for an email from the security team, but my withdrawals continue to be cancelled.

I am requesting that 1win provide a clear written explanation for these cancellations, identify any verification requirements that remain outstanding, and process the legitimate withdrawal of my remaining balance.

I can provide screenshots of my account balance, withdrawal statuses, and customer support conversations as evidence.

83h left

$20,000

Uncredited deposit and recurring multi day payment holds

I am filing this complaint against 1win Casino regarding an uncredited deposit under support ticket SPP-1918084 and a systematic pattern of unannounced multi-day payment holds on my account.

On September 24, 2026, I initiated a deposit transaction. The funds were successfully debited from my personal bank account, but the payment failed to credit to my 1win player balance. I immediately opened an appeal and submitted complete verification documents, including official bank transfer statements proving that the money successfully left my account.

Despite providing all required proof, my deposit remains missing after more than 48 hours. When contacting support and my assigned personal manager, I receive only generic, automated responses stating that the standard processing timeframe is up to 72 hours or that specialists are working on it, without providing any concrete updates or timeline.

This is not an isolated incident. Every time I make a deposit on this platform, the funds are repeatedly delayed and held for 3 to 6 days before being credited. During previous occurrences (e.g., ticket SPP-1738081), the funds were eventually released without any request for additional verification or explanation of a genuine error, indicating an unnecessary delay mechanism rather than a standard verification process.

Holding user funds for days after a confirmed bank transfer without clear justification or resolution is unacceptable. I am requesting that AskGamblers intervene to assist in:

Immediate manual processing and crediting of my pending deposit under ticket SPP-1918084.

A formal explanation regarding why my account experiences recurring 3 to 6 day deposit holds on valid transactions.

Resolved

Deposit not credited since last week

ID 367295462

On two separate occasions, I made deposits, and the amounts were successfully deducted from my payment method. However, both transactions were subsequently shown as “Cancelled” in my 1win account, and the funds were not credited back to my account.

I contacted 1win Support and submitted appeals regarding both transactions. The appeal/ticket numbers are:

* SPP-1842627

* SPP-1823473

I have already provided the necessary information and evidence to 1win, including proof that the amounts were deducted. However, approximately 72 hours have passed without receiving a proper resolution or response regarding either transaction.

I am therefore requesting assistance in resolving this matter and recovering the two amounts that were deducted from me.

I can provide screenshots and transaction/payment confirmations showing the deductions, as well as screenshots of the cancelled transactions and my communication with 1win Support.

I would appreciate it if AskGamblers could review my complaint and assist me in obtaining a clear resolution from 1win.

Thank you for your assistance.

Resolved

ج.م.‏700

1Win Withdrawal Pending for 10 Days

Title: 1Win Withdrawal Pending for 10 Days – Still No Payment

I am a VIP member of 1Win, and my withdrawal has now been pending for 10 days.

My User ID is 68833401.

Despite my VIP status, I have contacted 1Win customer support many times, but I keep receiving the same response telling me to wait. I have not been given a clear explanation for the delay or a specific date when my withdrawal will be processed.

After 10 days, I still have not received my money.

I am asking 1Win to process my pending withdrawal and release my funds as soon as possible.

If the payment is completed, I will update this complaint and confirm publicly that the issue has been resolved.

Resolved

TL35,000

Withdrawal shows successful but not received

I withdraw ₹5000 from 1win but not received any funds with in 1win transaction history shows successful. It’s more than 4 days they are not responding and give money. Everytime they say wait and afterwards another one come and said same thing. I already give them everything as said and I created appeal. It’s give me ticket for my issue and then after 1hours ticket showing it’s successful and resolved but in reality nothing has happened. I didn’t getting any thing. I give them bank statement screenshot they ask for PDF and then asked for screenshot very frustrating

GAME ID :-

ID 71165560

12h left

₹5,000

Missing Instant EFT Withdrawal Unresolved for Over 7 Days

On 15 September 2026, I initiated an Instant EFT withdrawal of R500 to my Capitec Bank account from my 1win profile

On 1synchronous status displays "Successful", but the funds have never reflected in my bank balance.

I verified this with Capitec Bank's clearing department; after searching their incoming system using the reference number provided, Capitec confirmed that no incoming transaction instruction exists on their backend.

I have submitted multiple internal support tickets with 1win, but they have remained stuck in 'In Progress' for over 72 hours without any meaningful update or finance trace.

Attached are my official Capitec bank statement covering 15 September 2026 to present proving non-receipt, alongside screenshots of the 1win cashier screen and my open support tickets.

Rejected

R500