Complaint #365 1win Casino

1win marked withdrawal successful but money was not received

By Dmitry_22342

1 month 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

2 weeks 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

3 weeks 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

3 weeks 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

3 weeks 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 126 / 126

Avg. Amount $450

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

Refund stuck for weeks with only automated replies Self excluded account balance not paid

Hello AskGamblers Team and 1win,
I am submitting a new complaint because the previous one was closed on the basis that 1win support said the request was “being processed.” However, the situation has not improved at all.

Account Information:
Player Account ID: [25581487]
Amount: Approximately $197 USD

Summary of the Issue:
My player account is under a 1-year self-exclusion. Before and during this period, affiliate commissions from 1win Partners were transferred into this player account. Around $197 was successfully credited to my player account from the affiliate balance.
I requested a refund/withdrawal of this remaining balance. Support asked for my crypto address, which I provided immediately.

What has happened since then:
For several weeks I have only received the same automated reply:
“Your request for a refund of an unsuccessful deposit is being processed, please wait.”
This description is incorrect. It is not an unsuccessful deposit. It is money that was already transferred from my affiliate (Partners) account into my player account.

At one point, support told me to contact my “VIP manager.” No VIP manager was ever assigned to my account, even though I had requested one multiple times in the past.

I have sent multiple polite follow-ups clarifying the nature of the funds and asking for a timeline. I continue to receive only the same computerized reply with no real update and no payment.

Current Situation:
The refund has been stuck in “processing” for a long time with zero progress. Support is not providing any human response, timeline, or resolution. I am in a difficult financial situation and urgently need this money.

What I am requesting:
Please process the refund of the approximately $197 to the crypto address I already provided, or give a clear explanation and a definite timeline.

I have full screenshots of the entire conversation, including the request for the crypto address and all the repeated automated replies.

Thank you for your assistance.
Best regards,
Shubham

Resolved

$197

My withdrawal is stolen

Id: 377492129
I deposited 250 TND via the local D17 digital wallet network and cleanly won 1,700 TND. I requested a withdrawal on August 31st. My payout has been completely stuck in "Pending" status for over 48 hours.Customer support keeps running me in an endless loop demanding a traditional "bank receipt." D17 is a local mobile e-wallet managed by La Poste Tunisienne and does not issue traditional bank slips. I have already provided my official e-Dinar account statement (Extrait de compte) and my National ID card to your security email queue, but support has gone completely silent.I am requesting 1win management to manually override the P2P gateway block and release my 1,700 TND withdrawal to my D17 wallet immediately.
My account is verified and every task is done and I’m asking for my money

22h left

د.ت.‏1,700

Has not processed two withdrawals and is not providing a way to complete identity verification

I am raising this complaint regarding two pending withdrawals from my 1win account. Both withdrawals have remained in “Under review – Transferring payment for processing” status, and 1win has not processed them or provided a clear resolution.

Account details:

Account Name: < full name removed >
1win User ID: 370708736
Country: India

Withdrawal 1

Amount: ₹37,693
Method: USDT (TRC-20)
Created: 28 August 2026 at 05:12 PM
Current Status: Under review – Transferring payment for processing

Withdrawal 2

Amount: ₹50,000
Created: 30 August 2026 at 02:12 AM
Current Status: Under review – Transferring payment for processing

As of 31 August 2026, both withdrawals are still pending. I initially contacted 1win Support regarding the ₹37,693 withdrawal because it had already been pending for more than 24 hours.

1win responded stating that, under their rules, they may request identity documents and instructed me to complete verification by going to: Profile → Settings → Identity Verification

I immediately checked my account. However, there is no “Identity Verification” option available under my Profile → Settings.

I contacted 1win again and clearly explained that I am ready and willing to provide all documents required for identity verification, but the verification option is not available in my account. I also provided a screenshot showing the available options in my Settings.

I have not received a proper solution or a way to submit my identification documents.

I want to make it clear that I am not refusing verification. I am fully prepared to complete KYC and provide any documents required. The issue is that 1win is directing me to a verification section that is not available in my account.

Meanwhile, both of my withdrawals remain stuck at the same “Under review” stage.

What I am requesting. I would appreciate AskGamblers’ assistance in getting 1win to:

Provide me with a working and secure method/link to complete identity verification, if KYC is required.
Review and complete the verification process without further unnecessary delay.
Process my two pending withdrawals totaling ₹87,693 (₹37,693 + ₹50,000), assuming there are no legitimate issues with my account or documents.
Provide a clear explanation for the prolonged delay and the reason the withdrawals have not progressed.

I am attaching screenshots of my withdrawal statuses, my Profile/Settings section showing that the Identity Verification option is not available, and my email correspondence with 1win Support.

I hope AskGamblers can help resolve this matter, as I have cooperated with 1win and am ready to provide any required documentation

Resolved

₹87,693

Withdrawal marked successful on 1win but not credited to my bank

I am writing to ask for help with a withdrawal issue I am currently having with 1win.

The withdrawal is showing as “Successful” in my 1win transaction history, but the money has still not been credited to my bank account.

I have checked my bank account and transaction history carefully, but there is no record of the funds being received. I have also contacted my bank to make sure there is no issue on their side, and they confirmed that the payment has not been received.

I have contacted 1win about the situation, but the issue has still not been resolved. Since the withdrawal is already marked as successful on their system, I would like to know where the funds were actually sent and why they have not reached my bank account.

I kindly ask AskGamblers to help me escalate this matter with 1win and request that they properly investigate the withdrawal and provide proof of payment or a transaction reference that can be traced by my bank.

I hope this issue can be resolved fairly and that the withdrawal will be credited to my bank account as soon as possible.

Thank you for your assistance.

Resolved

GHS5,000

Withdrawal pending for 4months

Withdrawal has been pending, and I have been waiting endlessly.

Account ID 356135357

Please help me with this.

I really don't know if this is legit anymore.

I have tried all I can after contacting the 1win support team also contact 1win technical support, and also 1win manager, and also telegram bot.

Please help me, AskGamblers.

Rejected

₦13,800

Amount not credit to my bank account

Internal Ticket Pending for 15 Days - Account ID [48510350] - Withdrawal Failed & Reversed by Bank

Hello,

I am writing because my internal support ticket has been ignored and left PENDING FOR 15 DAYS.

My withdrawal of 7000 is incorrectly marked as "Successful" on my dashboard. However, my bank has officially investigated this transaction and confirmed that the funds failed to process and were successfully reversed back to the sender's account on 10/08/26.

The money is currently sitting back in your payment gateway pool.

Because your internal support is not responding, I am preparing to list this case publicly on independent gambling arbitration boards.

Attached: Official bank confirmation showing the funds were never credited.

52h left

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Deposit not credited to my account

I deposited R290 R98 and R140 in 1win acc but all of them they are not credited to my account. I did appeal on the site, some day that was 17 august. still today I have not received my money, I speak with them everyday at first they said I must wait 72 hour, then 72 hours passed. Now they said I have to wait they don’t know for how long.

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1Win Casino - Deposit 1700 pending 1win account

Respected Sir, My 1win account deposit of Rs.1700 dated 28 July 2026 via UPI (UTR 621725789741) is debited from bank and showing SUCCESS but not credited to 1win wallet. It has been 25 days. I contacted 1win support but they are not resolving. Please credit Rs.1700 to my 1win account immediately. I have attached bank proof.

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Withdrawal of CAD 1000 marked as successful but I never received the funds

I am writing to complain about a CAD 1,000 withdrawal that I made.

1win support said that I have received my funds, but the payment provider has mentioned that they have sent the funds back to 1win, and my account was never credited. See the attached photo of the conversation with the payment provider (africhange)

I just want to withdraw my $1k, which was deemed successful on their website, but I still don’t have my money.

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Delayed Withdrawal Account ID 355569670

Unresolved KYC Verification & Withdrawal Issues - Account ID: 355569670
Dear AskGamblers Team,
I am filing a formal complaint against 1win regarding unresolved verification and funds withdrawal issues for my account ID: 355569670.
I have strictly followed all required procedures and submitted a clean, unedited video recorded via another device displaying my full account credentials, e-wallet transaction history, and proof of identity.
Despite fully complying with their requirements, the support team repeatedly sends generic automated responses without reviewing the provided proof.
The full video proof is uploaded and accessible via this direct link:
https://wormhole.app/kA4XEa#Ab9yegsEVxgkp3n_SVPt-A
I request AskGamblers' intervention to prompt 1win to process my withdrawal without further automated delays.

76h left

ج.م.‏4,000