Complaint #249 1win Casino

Blocked account with funds inside and no response from support

By Stanleyoseh

4 months ago

Hello,

I am writing to file a complaint regarding my account with 1win.

My account was suddenly blocked shortly after completing the verification (KYC) process. When I try to log in, the system displays the message “User blocked”, and I am unable to access my account.

At the time my account was blocked, I had approximately 97,000 NGN remaining in my balance.

I have attempted to contact 1win support multiple times through their email and Telegram support channels, but they stopped responding and have not provided any explanation for the account restriction or the status of my funds.

This situation is very concerning because my balance is still held in the account, and I have not been given any clear reason for the block or instructions on how the issue will be resolved.

I respectfully request that this matter be reviewed and that 1win either restore access to my account so I can withdraw my funds or refund the remaining balance.

I am willing to provide any additional information or documentation required to resolve this issue.

Thank you for your time and assistance.

Kind regards,

Disputed Casino 1win Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

4 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.

Stanleyoseh

4 months ago

Dear AskGamblers Team,

Thank you for your support.

I understand the operator’s position regarding their internal rules.
However, I would like to respectfully emphasize that my deposited funds were real money, and I believe it would be fair for the deposit to be refunded, even if the account remains closed.

I am not disputing their decision to close the account, but I kindly ask for a fair resolution regarding my remaining funds.

Thank you for your time and consideration.

1win Casino

• Representative

4 months ago

Hello!
If a user engages in fraudulent activities against the bookmaker (such as creating multiple accounts or abusing loyalty programs), the bookmaker reserves the right to take action against such fraudulent activities. We strictly adhere to the rules and encourage our players to do the same, so we never make unfounded decisions.
The decision to block your account is final. Deposits used in gaming activities are non-refundable. Due to the account block for violating the rules, a refund is not possible.

Stanleyoseh

4 months ago

Dear AskGamblers Team

Thank you for your continued assistance.

I understand that 1win has provided evidence regarding their decision. However, I would like to respectfully request that my original deposit be refunded, as the funds were legitimately deposited into the account.

I am not disputing their internal decision, but I kindly ask for a fair resolution regarding my deposited funds.

Thank you

1win Casino Complaint Stats

Resolved 106 / 109

Avg. Amount $470

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

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

95h left

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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

78h left

Withdrawal never deposited

I made a withdrawal request on 1win over a week ago, and the process has been stuck on "payment check." SPP-997179
I urgently need my money; I am in a bad financial situation. Please, I’m begging you—money is hard for me to come by, and I keep getting automated responses that don't help me at all.

78h left

$787,000

Withdrawal not received and it has been completed 15 days but it showing successful in app and the 1win people giving fake reference number

Hello askgamblers i mad a withdrawal on July 10 2026 but I didn't received any money into my bank account but it shows successful in 1win app but I didn't received any single rupee into my bank account even I had sent my bank statement and banks technical response regarding the transaction which they sent me fake transaction reference number and my bank declared that I had never received payment of 10,000 rupees from 10 july 2026 until now and I had sent many times my bank statement but they are providing me with fake reference number which is not traceable so please solve my issue and help me in this and get my withdrawal soon kindly requesting
If u need any proofs from my side I will provide everything
My game id: 57072528
Withdrawal amount: 10,000 rupees
Withdrawal date: 10 july 2026

71h left

₹10,000

Withdrawal not given by them but status successful 15052 rs

They declined my payment and said we already sent money to your account by sending fake UTR no. It was not received into my account. I already submitted bank statement from withdrawal date 23 june till 20 july to them that amount didn't credited but they said Kindly check with your bank. I talked to bank; they said we did not receive any amount of 15052 Rs. I provided them proof also but they said it's successful by sending me fake UTR no.

How it's possible that I am sending you Bank statement where I withdraw money from their site and amount is not reflecting in my account but they said it's successful; they are not giving me my withdrawal. Kindly help me get my money. My statement password is rite0112

52h left

₹15,052

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:

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.

50h left

руб.50,000

8 days over deposit still not credited

1win ID 23323408

Ticket number SPP-900741

Deposit still not available. 8 days over already.

I submitted the bank statement and payment receipt again.

Please give me my deposit soon.

How can I continue playing if the deposit is slow?

Please check again and credit it soon

45h left

₹6,500

Uncredited deposit since Saturday

Here's a professional complaint you can send.

Dear 1Win Casino Support,
I am writing to formally complain about a deposit that has not been credited to my 1Win account.
I made a payment on Saturday, but the funds have still not been reflected in my casino account. This delay has caused me inconvenience, and I am disappointed that the issue has not yet been resolved.
I kindly request that you investigate this matter as soon as possible and either credit the funds to my account or provide a full explanation for the delay. If you require proof of payment, I am ready to provide the transaction receipt and any other information needed.
Please treat this matter as urgent and respond as soon as possible.
Thank you for your prompt attention.

Resolved

1win delayed my withdrawal

Dear AskGamblers Team,

I am submitting this complaint regarding an unresolved withdrawal from 1win.

Account ID: 366082460

Withdrawal Request ID: SPP-880365

Withdrawal Amount: 19,750 UAH

Withdrawal Date: 09 July 2026

I have previously completed many successful withdrawals using the same verified Visa card.

This withdrawal has remained in Processing status since 09 July 2026.

I have contacted customer support many times. They repeatedly informed me that my request is active and that they are waiting for a response from the payment system. They also confirmed that the standard processing time has already expired, but they cannot provide any estimated completion date or transaction reference.

Despite numerous contacts and assurances, my funds have still not been paid.

I respectfully request your assistance in resolving this dispute and helping me obtain my withdrawal.

Thank you.

Resolved

₴19,750

Withdrawal pending for 12 days with no resolution

I am submitting this complaint regarding a withdrawal issue with 1win.

My withdrawal has been pending for around 12 days without any resolution. I first requested the withdrawal on June 29, 2026. On July 1, 2026, the withdrawal status was still pending, and from that date until today, I have been contacting 1win support almost every day.

Each time I contact support, I receive the same generic response asking me to wait. In some cases, I was told that my request would be transferred to a specialist, but after that, I received no meaningful update or solution. I was also told to create an appeal through the payment history section, but there is no appeal option available in my account.

At this point, I believe the delay is excessive and unacceptable. I have cooperated with support, waited patiently, and followed their instructions, but the issue remains unresolved, and I still have not received my money.

I am asking AskGamblers to help me resolve this matter with 1win. I want the withdrawal to be processed and the funds sent to me immediately

I can provide screenshots of the pending withdrawal status and my conversations with support as evidence.

Resolved

GEL1,018