Complaint #178 1win Casino

Blocked account and funds of 11055 cedis

By Juniorjr99

9 months ago

Hello,

I created an account yesterday and made a deposit of 25 cedis, which is about 2 something dollars, and followed by an additional deposit which totalled to 250 cedis.

I played Aviator, and I requested a withdrawal on that very day. The security team reached out to me and sent a verification link that I needed to complete the verification before I was able to withdraw, which I did and I was successfully verified, and my withdrawal was processed.

I made a deposit of 10050 cedis that very day, and I used it to stake a Champions League game.

I received an email from the security team for the second time with a different verification link that I have to verify ny account and I felt it was normal so I complied which the result from the platform for the second time says a duplicate applicant. I received an email from the team saying that my account has been blocked, and I do not understand why.

I am attaching to this complaint the two verification request links I received, the two different results from the links, an email from the team confirming my verification was successful on the first day, and the email about my account being blocked the next day.

I would like to ask the casino, how do you send two different verification links when the user tries to complete it, then you conclude the user has a duplicate account, or for whatever reason, they might have disabled my account?

I tried reaching out to their customer service on the website, and I was told to send an email. And I have sent countless messages, but the casino has not replied to any.

This is my very first experience with this casino, and I am ready to present myself for any identity check, verification or anything. If the casino claims I have multiple accounts, I request that the casino share details of this with me.

I know for a fact that I do not own a duplicate account.

I might be forced to take legal action if I do not get a resolution to this issue.

The first link I received was <removed>, and the second link is <removed>

Disputed Casino 1win Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 1win Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Juniorjr99

9 months ago

Dear @1win Casino, I am also a victim here so kindly share the evidence of your claim to my registered email.

<removed>. This is a deliberate attempt to confiscate my funds. Just stop, I didn't get the money in your account with any bonus or anything. Just stop what you are doing.

Juniorjr99

9 months ago

This is complete falsehood. I am very new to your platform and upon registering, I didn't even see the need to write my user id because I had no malice intended towards your company. I had to seek support from the live chat to be able to get my account ID and what should this tell you? Why did you try to delete my posts on your wall when I submitted every evidence that you needed? Attached are the conversations I had with the platform to which you asked me to do the verification. When someone from your team tried to scam me that I should create another account for my funds to be refunded I told the person no and he insisted. I am not using your platform for anything. Return my funds cos from where I see it, that's a deliberate attempt to steal my funds. You deliberately asked me to do verification twice. When the scammer asked me to make another deposit after I sent my email to him and I reached out to your team and they said I shouldn't. I am a novice here, do not accuse me of something I have zero knowledge of. If it was the issue of the repeated deposit, my payment system had an issue that day and most of the requests came as failed so don't just accuse me of something I did not do.

AskGamblers

• Support Team

9 months ago

Dear 1win Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

1win Casino Complaint Stats

Resolved 96 / 99

Avg. Amount $501

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

Deposit not received over 7 days

My id is 60313829 i made a deposit of 5800 on june 30 at 10:58pm then after 24 hours complete they provide me a complaint no which is SPP-763318 and they still show in pending and they always tell me to wait regularly I request to complete my complaint but they only make me fool i want my money either in gaming account or in my bank account i also attached the screenshot of successful payment of 5800 i also provide utr number but they didn’t complete my issue.

Plzz solve my problem

69h left

₹5,800

My Gaming Account Banned Without Any Issue

Dear Askgamblers,
Back in 2025, a tournament was underway at 1win, and I won a Lamborghini. The rule was that the participant who brought in the highest deposit amount would win the car.

However, the car that was promised was never delivered. When I started questioning the manager, he kept telling me to wait—saying I would get it eventually—but since I still hadn't received it, he shut down my gaming account a few days ago—the very account I used to withdraw earnings from my affiliate partnership.

I request to you,
I have $150 in my gaming account that I need to withdraw, so please have my account unblocked.

Email - [email protected]

50h left

$150

Deposit of 4000 rs not credited

On 30june2026 at 09:33 p.m am, I deposited 4k. Transaction was successful. But money did not get credited to my gaming account. So after 20 minutes I raised the complaint and shared the screenshot. But today is 4th July and they are telling me that they are still waiting for update. It has been 5 days and still they are not able to solve this problem. Even though I sent them payment screenshot but they are doing nothing and telling me to wait and wait. Even I contacted my manager but he is saying the same thing sir wait for update.

Below is the attached screenshot of payment. Please solve this as soon as possible.

42h left

₹4,000

I deposited funds to my 1win account

I made a deposit of 5000. Till now I haven't yet received my deposit funds over 3 months now. I have been complaining still nothing has been done about it. I have reached out to my bank, please help me out. I have tried my possible best but I don't know what is wrong with them.

This is my 1 win < sent to the casino >

63h left

₹5,000

450 EGP delayed since May 19th

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.

45h left

ج.م.‏450

1win Casino -- Tournament winning prizes

A tournament was held on 24/11/2025 to 24/12/2025 and the name of the tournament SPIN & WIN. In this particular tournament where I took 2nd place and the winning of that particular tournament Apple pack. In this particular tournament guidelines where clearly mentioned that winners will get their winnings within 45 days. In my case when I not get that winnings I contact with 1win support team and they provided a request appeal number SL2SD-42420. My winning registered with this appeal number. Each and every day I am asking about my tournament winning but they don't get provide any information about my tournament winning. Now they already been taken 6/7 months still that appeal number SL2SD-42420 is pending and they unable to solve the request. 2 days ago, again I asked to support chat and they raised another new appeal number which is SL2SD-78272. From last 6/7 months ,when I asked them they always provide same kind of response like, Wait, forwarded my request, Re-highlighted my request, reviewing by his team, I will receive a phone call from their team, team is working with priority basis that's the only update from 1win support team that's it. Even 1win operator side ,there is no any phone numbers where I can contact them directly and those numbers are showing in operator site, all are not available. Only chat support and vip manager mail id is available for contact that's it. The support team of 1win not finding any solutions till today. 3 months before my KYC successfully approved by 1win regarding my winnings and also told me within few days I will get my winnings. Actually they wasting time because after certain period of time crossing, the winning never be provide and also never raise any complaint what they exactly want. 1win break the rules and regulations in my case. When I won that, a call was coming from vip manager and congratulate me and told me what I exactly win and also told me the value of this prize around Rs 5,30,000.

Please ask 1win why my request appeal number SL2SD-42420 (old) SL2SD-78272 (new) unsolve after taking 6/7 months.

89h left

₹530,000

Deposit not credited by 1win

I deposited an amount of R200 on the 27th of May 2026 using the 1 voucher method on my 1win casino account, but it was never credited.

It's been 25 days, and there is still nothing.

I have escalated with their support team, but I still get the same answer that it has been escalated. I sent them the required screenshots and was told it would take 72 hours to resolve, yet I'm still waiting.

36h left

₹200

Payment delayed for over 45 days

Subject: Formal Complaint Regarding Refunded Funds Not Credited – ID 354142059

To Whom It May Concern,

I am submitting this formal complaint regarding funds that were refunded but have not been credited back to my account.

Case Details:

- Account ID: 354142059

- Support Ticket: SPP-220343

- Amount: 50,000 ARS

- Transaction Date: May 6, 2026

On May 6, 2026, I requested a withdrawal of 50,000 ARS via bank transfer. The funds were sent through a payment provider/cashier. However, Binance rejected the deposit because the transfer originated from a third-party account, which did not match the name registered on my Binance account.

Binance has officially confirmed that:

1. The deposit failed due to a name mismatch.

2. The funds were refunded on May 6, 2026.

3. The refund was successfully received by the original sender/payment provider.

4. Supporting documentation, transaction records, and Coelsa ID records confirm the successful refund.

Despite this confirmation, more than 45 days have passed and the refunded amount of 50,000 ARS has not been credited back to my gaming account, nor has it been returned to me by the payment provider.

During this period, I have contacted customer support multiple times and have only been informed that the case is under review or has been escalated. No specific resolution, timeline, or explanation regarding the current location of the funds has been provided.

Therefore, I respectfully request:

1. An immediate investigation into the whereabouts of the refunded 50,000 ARS.

2. Identification of the payment provider/cashier who received the refund.

3. Immediate crediting of the funds to my account or return of the funds through the appropriate payment method.

4. A written response detailing the outcome of the investigation and the expected resolution timeframe.

I have attached all supporting documentation provided by Binance, including refund confirmations, transaction history, Coelsa ID records, and evidence showing that the refund was successfully received by the payment provider.

I look forward to your prompt response and a definitive resolution of this matter.

Sincerely,

< full name removed >

Account ID: 354142059

Support Ticket: SPP-220343

36h left

$50,000

Uncredited deposit for 14 days Account ID 360294882

Hello AskGamblers Team,

I am submitting this complaint against 1win Casino regarding a deposit that has not been credited to my account for 14 days.

On June 3rd, 2026, I made a deposit, and the funds were successfully debited from my bank account. However, the balance was never added to my casino profile. I have contacted 1win live support multiple times over the last two weeks, and they keep giving me the same automated response, stating that my account is "under verification" and that I must wait, without offering any concrete solutions or timeframe.

My account ID is 360294882. The specific refund/transaction order numbers provided are SSP-445899 and SSP-445880.

I am attaching the official payment receipts and bank statements as proof that the money was successfully transferred from my end. I request 1win to either credit the funds immediately or process a manual refund to my bank account.

Thank you for your assistance

39h left

$954,000

Deposit not credited since 7 days

Its been 7 days since my depsoit has been on a pending stage. My deposit id is SPP- 464235 i made the deposit on 4/06/2026 today its 11/06/2026. No resolution has been given. I have tried contacting the support multiple times but the only answer they have is
1) Thank you for your patience
2) Your transaction is under progress.
If the transaction is under progress how long will it stay under progress there is no time frame for that. They asked for proofs i have sent them multiple time yet no help has been provided to me

Resolved

₹4,100