Complaint #178 1win Casino

Blocked account and funds of 11055 cedis

By Juniorjr99

1 year 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

1 year 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

1 year 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

1 year 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

1 year 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 143 / 147

Avg. Amount $501

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, 83 out of 87 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

Withdrawal delayed for 2 weeks

Hi,

I've been trying to withdraw around 1.6k from this casino since the 22th of October.

I passed KYC, but the withdrawal still isn't going through.

I've contacted support, which has created "tickets," but still the withdrawal doesn't go through.

They also told me to cancel and request the withdrawal again multiple times, but this didn't solve anything; this is why there are multiple withdrawals in the screenshot.

They also told me to write to their email, but my emails aren't answered.

The only option is to make this complaint.

ID: 378929139

88h left

$1,689

Blocked My Account Without Permission and My 1500 Deposit Issue Remains Unresolved

1Win User ID: 377686020

On 19 September 2026, I deposited ₹1,500 into my 1Win account (User ID: 377686020), but the deposit was not credited to my account.

I contacted 1Win Customer Support and submitted all the documents they requested. However, even after submitting all the required documents, my deposit remained uncredited for 20 days.

When I contacted customer support again to ask about my missing deposit, 1Win blocked my account without my permission. I never requested them to block my account.

After publishing reviews on different rating and review platforms, 1Win replied that my deposit had been credited. They also claimed that I had requested my account to be blocked. This claim is incorrect because I never requested 1Win to block my account.

Since my account is blocked, I cannot log in to check whether my ₹1,500 has actually been credited or access my funds. Although 1Win Support claims that the deposit was credited, I cannot independently verify this.

I request 1Win to take the following actions immediately:

1. Unblock my account (User ID: 377686020) so I can access it and verify my deposit.
2. If my account cannot be unblocked, refund my ₹1,500 to my original bank account.
3. Provide transaction proof confirming whether my deposit was successfully credited.
4. Explain why my account was blocked without my permission and why 1Win claimed that I had requested the account block.

I submitted all the requested documents and cooperated with the support team, but my issue remains unresolved.

I want my account unlocked or my ₹1,500 refunded to my bank account. I request 1Win to investigate this matter fairly and provide a clear resolution as soon as possible.

I hope 1Win will take this complaint seriously and resolve my issue without further delay.

Rejected

₹1,500

Deposit pending 5000 INR

Hello 1win Support Team,

I made a deposit of ₹5,000 into my 1win account (ID: 330089304) via PhonePe, but the amount has not been credited to my balance yet.

The payment was successfully debited from my bank account and shows as successful on PhonePe. However, in my 1win transaction history, the request status shows Completed below, while displaying Canceled under the ₹5,000 PhonePe entry.

Please find the transaction details below:

1win Account ID: 330089304

Request Number: SPP-2081309

Deposit Amount: ₹5,000

Payment Method: PhonePe

UTR Number: 531552095639

PhonePe Transaction ID: T2610080649046998554736

Paid To (Merchant / UPI ID): Jas Holidays (jasholidayshcluv@topay)

Debited Account: XXXXXXXXXX9153

Transaction Date & Time: 8 October 2026 at 6:49 AM

1win Request Created Time: 8 October 2026 at 07:18 AM

I have attached screenshots of the PhonePe payment receipt and the 1win request status to this email. Please verify the payment using the UTR number and credit ₹5,000 to my 1win wallet as soon as possible.

Thank you,

1win User ID: 330089304

Resolved

₹5,000

1win Casino 20kUSD Withdrawal Delayed for Over 2 Weeks Despite Completed KYC

I am submitting this complaint regarding an unreasonable withdrawal delay at 1win Casino.

It has now been over two weeks since I submitted the requested KYC documents, yet my withdrawal remains unprocessed.

I have contacted customer support multiple times, but the issue remains unresolved. I have not received a clear explanation for the delay or a specific timeframe for when my funds will be released.

I understand that verification procedures can take time, but keeping a withdrawal pending for over two weeks without a clear resolution is unreasonable.

I am requesting AskGamblers' assistance in getting 1win to process my withdrawal and release my funds as soon as possible.

Resolved

Still not processing $25

User ID: 357262011
> Withdrawal ID: SPP-2180743
> Amount: $25 via Bank Transfer
> Date: 13/10/2026 22:07
>
> My withdrawal has been stuck for over 7 days in status "In process - Verifying payment data". It was created on 13/10/2026 and stopped at 22:09 in "En proceso". I have completed full KYC verification, my bank name matches my 1win account name, and I have provided all documents. Support only says "wait" without any solution.
> I request immediate release of my funds.
> Attached screenshot as proof.

Resolved

$25

Withdrawal problem

Hello Team,

I am filing this official complaint against 1win Casino.

My registered Player ID is [376772694], and my registered email is <removed>

I have a balance of 150,544 PKR in my account, which I won playing Aviator.

For the last 5 days, I have been unable to withdraw my funds. The system displays an error stating, "Withdrawals in PKR are temporarily unavailable." However, the main issue is that EVERY SINGLE withdrawal method, including all Cryptocurrency options (USDT, BTC, LTC), has been completely hidden or restricted for my account.

I have tried contacting Live Chat support multiple times, but I only receive automated copy-paste responses. I have also sent emails but received absolutely no response.

It seems my account is being intentionally restricted from processing any payouts. I request that the resolution team intervene and ask 1win to immediately restore my withdrawal options (especially Crypto/USDT) so I can successfully cash out my funds.

I have attached a screenshot of the error as evidence.

Thank you.

Rejected

₨161,545

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.

Resolved

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