Complaint #178 1win Casino

Blocked account and funds of 11055 cedis

By Juniorjr99

11 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

10 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

10 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

10 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

10 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 116 / 116

Avg. Amount $441

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

Does not pay winnings and ignore messages

Hello AskGamblers team,

I have been playing a lot at 1win Casino, and I have VIP status there. I’ve made numerous deposits and have so far managed to make 3 withdrawals without any problems; however, even though I’ve been playing and have mostly lost money, I encountered a problem with my most recent withdrawal.

On 4 August, I submitted a withdrawal request for 0.02398349 BTC, which is still pending. As far as I can recall, previous withdrawals were processed within 24 hours, but something doesn’t seem right in this case.

I have contacted customer service via live chat several times about this, but I have only received a standard reply stating that I should contact them by email. I have also sent several emails to the address provided and received only one reply asking me to verify my account, even though my account has already been verified. I completed the verification process quite some time ago, so I really don’t understand why they are giving me this excuse and ignoring all my attempts to contact them.

As my account is fully verified, I can’t see any reason to hold up my withdrawal, so I would ask 1win to process it as soon as possible

My user ID is 362920538

82h left

$1,511

Account blocked and withdrawal of 6092 pending

Hello,

The account was blocked with a balance of R$6,000.00. I cannot log in or withdraw the funds.

I have contacted 1win support and [email protected] multiple times without receiving a response.

I have all KYC documents ready: ID, selfie with ID, proof of address, and deposit receipts.

I kindly ask AskGamblers to mediate this case and help us recover the blocked funds.

Country: Brazil

Thank you.

58h left

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Verification successfully completed still no withdrawal

Id -351258842
Dear @1wincasino @askgamblers
Sir firstly try to do my kyc verification through aadhar card but I don't it got rejected 3 times. Then I ask support they gave me link on mail and I used my pan card to verify it successfully.i have done my kyc verification successfully completed but still i can't withdraw my money from account. I request you to allow me. I mailed you so many times but didn't received any response from you .

Resolved

Withdrawal successful in portal but never credited in my account

Its been 6 days since I made a withdrawal on 1 win app,on the 02 of August 2026,around 1058hrs. The amount was P850, the withdrawal was successful on the portal but the money never got credited to my account. I made several complaints with them and I have not received any help even though I showed them the statement. They ask me several times to make a case appeal yet I showed them that there is no case appeal option under the withdrawal history.

48h left

₱850

Deposit delay

Dear AskGamblers and 1win Team,

I am writing to request your assistance regarding a delayed deposit that has still not been credited to my account.

I deposited **₹25,000 (INR)** on **26/07/2026**, and it has now been over a week. Despite contacting 1win support multiple times, I have not received any meaningful update regarding my issue.

Whenever I reach out through live chat, I only receive generic, automated responses stating that my request will be resolved "as soon as possible." However, no one is able to provide an estimated resolution time (ETA) or any actual progress on my ticket. It has been more than a week, and I still have not received either the deposited amount or a proper response from the relevant team.

I kindly request your help in escalating this issue and assisting me in getting my deposit credited as soon as possible.

Below are my account details and deposit information. I have also attached the deposit screenshot and my bank passbook PDF as proof of the transaction.

Thank you for your time and assistance. I look forward to your prompt response.

Account ID: 11441625

Request ID: SPP-1076347

Transaction ID: 824403230440

Account statement password: 8121724393

Resolved

₹25,000

Withdrawal not being sent

Its been 3 days since I've been trying to get my withdrawal and at first they said wait up to 24 hours, then they switched it up to 72 hours and now that its been 3 days they want me to wait 7 days for my withdrawals and I don't see any outcome that I get my money from this website and I've seen on reddit a lot of people with the same issue my account is fully verified with all information already.

< sent to the casino > my account ID

< sent to the casino >My account name

Resolved

฿11,700

Deposit of 45000 not credited for 40 days ID69553100

Hello AskGamblers team,I am submitting this complaint because I made a deposit of 45,000 on [Date du dépôt] to my 1win account. The money was successfully debited from my personal account, but it was never credited to my casino balance.It has now been 1 month and 8 days (40 days) since the transaction. Every time I contact the 1win customer support, they give me the exact same copy-pasted answer, telling me to "wait, the request is being processed". 40 days is an unacceptable delay for a simple deposit tracking.I have all the proofs of the transaction, the transaction ID, and the confirmation from my payment provider showing the money left my account. I ask 1win to finally credit my 45,000 to my player account or refund me. Thank you for your help

55h left

CFA45,000

On July 20, 2026, I requested a withdrawal of ARS 90000

User ID: 366308873

Support Case: SPP-1021512

On July 20, 2026, I requested a withdrawal of ARS 90,000, which remained in "In Process" status.

After waiting two days without receiving the funds or any update, I used the "Create Request" option. At that point, the withdrawal status changed to "Payment Check".

Since then, more than five additional days have passed without any progress or resolution.

I have contacted 1win customer support several times, always providing my support case number (SPP-1021512). Unfortunately, every response has been identical: they state that requests are processed in order, that my case has been forwarded to the relevant department, that they cannot provide any estimated timeframe, and that I simply have to wait.

My account is fully verified, and I have successfully completed many withdrawals before this transaction. In addition, I have also completed other withdrawals after this pending withdrawal, using the same payment method (Mercado Pago), and those withdrawals were processed within minutes or a few hours.

This clearly indicates that the issue is not related to my account verification or payment method, but rather to this specific withdrawal.

I respectfully request that 1win investigate withdrawal SPP-1021512, explain the reason why it has remained in "Payment Check" for several days, and either complete the payment or provide a clear explanation and an estimated resolution time.

I have attached screenshots of the withdrawal status and my support request as evidence.

Resolved

$90,000

Delayed withdrawal from 1win

I am submitting this complaint because my withdrawal of ARS 59,000 has been pending since July 21, 2026.

My account is fully verified, and I have successfully withdrawn funds before using the same payment method (Mercado Pago).

The withdrawal status has remained "Payment Check" since the request was submitted.

I contacted 1win support several times. At first, I was asked to wait 72 hours. Later, they confirmed that my case (Ticket SPP-1021045) had been escalated to the payment provider. However, they have not provided any estimated resolution time or a specific reason for the delay.

I have complied with all verification requirements and have provided all the information requested.

I respectfully request that Iwin process my withdrawal as soon as possible or provide a clear explanation for the delay.

My 1win Player ID is: 65230465

Resolved

$59,000

The first deposit bonus not given

hello!

i deposited at this casino 2 days ago to try it out, and I saw a really good first-time deposit bonus (130%). I did a 100 dollar deposit.

Everything went well; the deposit was fast, but I didn't get the deposit bonus.

I contacted the support there and asked how it works and why I didn't get it, and they told me that as soon as my raw balance reaches 0.5 dollars, it should be automatically activated, but this did not happen.

I contacted them again and they asked a few screenshots, i sent them and they told me i did not activated it, but the funny thing is i made a screenshot before my deposit just to be sure i deposit with a bonus, (why would i deposit without a bonus thats why i deposited here becuase of the bonus nothing else) after this i sent them an email (no answer whatsoever) and i tried again yesterday asked them again please explain me this situation and they repeated the same thing over and over again (deposit to get this bonus, please send me a screenshot, please click this ) and after they hit the wall they passed me to a different support who asked THE SAME THING over and over again

i asked them nicely to tell me what's the issue with the bonus. After several conversations, I didn't get a single rational answer. I think that's unprofessional support behaviour; at least answer my questions if you took my money

Resolved