Complaint #341 1win Casino

450 EGP delayed since May 19th

By atef h.

3 weeks ago

Hello AskGamblers Team,

I am filing this complaint against 1win regarding a withdrawal delay.

My Registered Email: <removed>

The Issue: Withdrawal delay / Funds not received

Amount Involved: 450 EGP (Egyptian Pounds)

Request Date: 19/05/2026

I requested a withdrawal of 450 EGP from my account on May 19, 2026.

The withdrawal is still in "pending" status, or has not been credited to my bank/wallet yet, despite the significant amount of time that has passed.

I have contacted their customer support, but I have not received a satisfactory resolution.

I am requesting your assistance to investigate this delay and help me receive my funds as soon as possible.

Thank you for your help.

Disputed Casino 1win Casino

Reason Delayed payment

Amount ج.م.‏450

Discussion

83 hours left for 1win Casino to respond.

asd22man

• Egypt

12 hours ago

I am contacting you regarding transaction ID: SPP-914855.
Attached is a copy of the transaction history/record that I previously sent directly in the chat with support. I am providing this document again here as clear proof to confirm the validity of my statement and to demonstrate that all transfer details and e-wallet proofs are accurate and fully verified.
Please review this record and process my pending withdrawal as soon as possible.
Thank you.

asd22man

• Egypt

12 hours ago

Hello,
I am following up on my pending withdrawal request regarding transaction ID: SPP-914855.
As requested, I have uploaded all the necessary documents via PDF (money.pdf), as well as proof of ownership for the e-wallet registered under the name (Bahia Hamada Ahmed Tammam) and phone number (01128559487).
Since this withdrawal has been pending for a while (since May 18th), please confirm receipt of these documents and provide an update on the status of my payout.
Thank you for your support.

1win Casino

• Representative

21 hours ago

Hello!
We have received the documents you submitted, but unfortunately the bank statement was provided in an incorrect format and the PDF file cannot be opened, so we are unable to continue the verification with the current document.
We've already sent an email from our official support team with the details of what is needed. Please check your inbox so we can continue reviewing your case as quickly as possible.

asd22man

• Egypt

3 days ago

To ASCII Gamers Team,
I am writing to express my strong disappointment regarding your latest request to send my transaction history again.
I have already sent you the full transaction history a complete week ago. Asking for it again after all this time is clear stalling and an unnecessary delay, which is completely unacceptable.
I request that you immediately check your system and previous records, confirm receipt of the documents I already provided, and proceed with my case without further delay. If this stall continues, I will be forced to take further action to protect my rights.
Please take this matter seriously and finalize my request immediately.

1win Casino Complaint Stats

Resolved 105 / 108

Avg. Amount $470

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Freespins Aktuell (31)

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1win marked withdrawal successful but money was not received

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:

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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:

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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.

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Here's a professional complaint you can send.

Dear 1Win Casino Support,
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Withdrawal Request ID: SPP-880365

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