Complaint #249 1win Casino

Blocked account with funds inside and no response from support

By Stanleyoseh

3 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

2 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

2 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

2 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

2 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 95 / 97

Avg. Amount $482

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

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

Deposit marked as Canceled by casino

Dear AskGamblers Team,
I am filing this official complaint against 1win regarding a deposit issue that has been unresolved for over 5 days.
On 2nd June 2026, I made a deposit of INR 3,000 via UPI into my 1win account (Game ID: 7216715). The amount was successfully debited from my ICICI Bank account and transferred to the merchant's UPI ID: vignesh147@tmb.
However, instead of crediting the funds to my gaming wallet, the 1win system automatically marked the deposit status as "Canceled". I immediately opened an appeal and a support ticket was generated with Ticket ID: SPP-431378.
For the last several days, I have been continuously contacting their live chat support. They keep using automated scripts, acknowledging that the standard 72-hour timeline has exceeded, and giving false assurances that the request is "currently in progress" or "forwarded to the manager."
Despite providing all official bank proofs, the UPI transaction receipt with a valid UTR number, and screenshots of the canceled transaction, 1win has refused to credit my funds and is illegally withholding my money.
I request the AskGamblers team to kindly intervene in this matter and help me get my legitimate deposit credited or refunded.

Thank you,
Suryakant Shukla

Resolved

₹3,000

4 days pending withdrawal

Hello,
I am writing to launch a formal public complaint against 1win regarding a fraudulent delay in my funds. On 1st June 2026, I initiated a legitimate withdrawal request of PKR 10,700 from my 1win account.
Ever since I placed the request, the withdrawal status has been stuck on "Pending" continuously. According to 1win's standard terms, local payment system delays should not exceed 24-48 hours. It has now been over 3 days, and my funds have not been credited to my local account.
Furthermore, when I try to reach out via the in-app live chat support, the chat screen keeps loading indefinitely or automatically closes, completely blocking me from contacting a human support agent. I have also officially emailed my dispute and full transaction receipts to their security department (Ticket/Reference:SPP- 441736. ID : 365667952 but I have received zero response.
I have 100% genuine and verified digital proof of this transaction, including the 10-digit tracking numbers and specific gateway details. 1win has no legal right to freeze my hard-earned money.
I request the 1win team on this platform to immediately audit my account, unblock my support communication channel, and clear my pending withdrawal.

Resolved

₨10,700

No update on 2 deposited amounts

I am writing to report an ongoing issue with uncredited deposits on my 1win account (ID: 72688042) and to request an urgent resolution. On 29 May 2026 at 12:01 pm, I made a deposit of 3,500 Rs via UPI, but this amount has still not been credited to my 1win account even though it was successfully debited from my bank account.

After this, on 1 June 2026 at 7:35 pm, I made another UPI deposit of 6,500 Rs, which was also debited from my account. I raised an appeal for this second transaction, but my appeal was rejected with the explanation that “payment verification failed”. Despite this, I have in fact made the payment, and the funds have left my account. I have already shared the payment screenshot and UTR ID as proof, yet the problem remains unresolved, and no clear explanation has been provided.

I have contacted 1win customer support about both of these uncredited UPI deposits, but I have not been given any effective solution so far. My money is stuck between my bank and your system, and I am unable to use these funds on the platform.

I kindly request that both deposits, 3,500 Rs and 6,500 Rs, be credited to my 1win account (ID: 72688042) immediately. I also expect a clear clarification of why the payment verification failed despite successful debits on my side, so that this issue does not occur again in the future. Also, your support team isn’t helping me despite providing correct details; they are always giving foolish responses and closing the chat

Resolved

₹10,000

Withdrawal pending

I am submitting this complaint regarding unresolved withdrawal issues with 1win.

I initiated withdrawal requests on 02 May 2026, and despite a significant amount of time having passed, I have still not received the funds in my bank account.

The related withdrawal requests include:
SPP-133230 --> 50000
SPP-133464 --> 49999

The withdrawals are marked as "successful" or "completed" on the platform and Telegram bot; however, no funds have been credited to my bank account.

I have fully cooperated with the verification process and have already provided all requested documents, including my latest bank statement, to confirm that the funds were not received.

My primary concern is that 1win has not provided any transaction evidence or payment details to support their claim that the withdrawals were successfully processed. I have repeatedly requested the following information:

Transaction date
Recipient/beneficiary name
Transaction reference number or UTR/IMPS reference

Any payment confirmation details
Without these details, I am unable to verify the transaction with my bank or investigate the issue from my side.

Despite multiple follow-ups, I continue receiving generic responses without a clear explanation or documentary proof of payment. If the withdrawal was genuinely processed from the operator's side, these transaction details should be available and shared for verification.

I respectfully request assistance in mediating this matter and ask 1win to either:

Provide valid transaction proof and payment reference details for verification with my bank, or
Resolve the issue by ensuring the pending funds are properly credited.

I am prepared to provide screenshots, bank statements, email correspondence, and all relevant evidence supporting this complaint.

Thank you for your assistance.

79h left

₹99,999

Delaying multiple withdrawals and deposits from past 24 days

I have multiple complaints registered regarding my deposits and withdrawals to talking 170k inr now they keep on me in a loop saying we are working here are tickets created SPP-177476, SPP-165372,SPP-399408,SPP-386052, SPP-399419,SPP-349615. And few agent names are Laxmi, arya, Sumati and few more who are just saying the same reasons it will be resolved Soon and they never give a timeline for any of the complaints how long will an upi transfer takes to verify

79h left

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Deposit not received and playing with me

Hello, AskGamblers,

I deposited 25,000 rupees into my 1win gaming site, and it has been nearly 4 days, and still, my deposit has not been received. They are playing with me, and they are just time-passing with me without giving me my deposit money.

So, kindly look into this and solve my issue

My gaming ID: 57072528

Receiver's payment details

UPI ID: gpay-12202778472@okbizaxis

Upi reference no: 613925562639

Amount: 25,000 rupees

Date: 19 May 2026

Time: 11:49 PM

Resolved

Withdrawal R300 pending for more than 5 days

Withdrawal amount: R300

Withdrawal request date: 14 May 2025

Ticket ID: SPP-249098

Withdrawal method: EFT withdrawal

I requested a withdrawal of Rs300 on 14 May 2025. The withdrawal is still showing as "Pending" in my 1win app, 5+ days later.

I contacted live chat multiple times. Agent "Anna" said the request is "with the specialist team" and that they "cannot confirm" when it will be processed. They have not provided a transaction ID, payment reference, or specific reason for the delay.

1win's own policy states that withdrawals are processed within 72 hours. Deposits are instant, and my account is verified, so there is no reason for this delay.

I have screenshots of:

1. The live chat conversation where they refuse to give details

2. The app shows the withdrawal as "Pending" with ticket ID SPP-249098

I want the withdrawal to be processed immediately, or the funds returned to my 1win account so I can withdraw using a different method.

Please investigate why 1win is holding my funds past their stated timeframe.

Resolved

₹300

Missing withdrawal of 150000 INR from 5th May

Dear AskGamblers Team,
I am submitting this official complaint against 1win Casino regarding a severe issue with my withdrawals that has been unresolved for 14 days now. My Casino Game ID is 89143386.
On 5th May 2026, I requested FIVE separate withdrawals of 50,000 INR each, totaling 2,50,000 INR. On the 1win platform, the transaction history shows the status of all FIVE transactions as "Successful."
However, this data is completely fabricated. Upon cross-checking my official State Bank of India (SBI) account statement, ONLY TWO transactions of 50,000 INR each were actually credited to my account (one from a gateway remitter named 'Prince' and another from 'Amichand'). The remaining THREE transactions, totaling 1,50,000 INR, are completely missing and have never been received by my bank.
For the last two weeks, I have been constantly contacting 1win VIP support. Instead of resolving the issue, the agents (including Agent Rohan) keep running away by closing the chat sessions abruptly. They repeatedly copy-paste scripted robotic answers asking me to provide a "bank rejection response regarding the UTR."
The catch is: 1win refuses to provide me the 12-digit UTR/RRN numbers for the three missing transactions! My bank cannot track any inbound payment or issue a written statement without a UTR number. 1win only shared one single UPI ID for a transaction that I already received, using it to pretend they solved the case.
I have already submitted a complaint on Casino Guru which is currently pending approval, and I am escalating this here because 1win is clearly running a payment gateway scam by showing fake success statuses on their dashboard.
I am attaching my 1win withdrawal history showing the 5 successful statuses and my official bank statement showing only 2 credits. I request AskGamblers to mediate and force 1win to either credit the 1,50,000 INR back to my casino wallet or provide valid 12-digit UTR numbers for the three missing batches immediately.
Thank you.

80h left

₹150,000

1win Casino payment issue case SPP103288

Dear AskGamblers Team,

I am filing a formal complaint against 1win Casino regarding a withdrawal of 30 AZN requested on April 28, 2026. Despite 1win Casino marking the transaction as Successful in their internal system, the funds have not been credited to my account.

My experience with 1win Casino support team has been unacceptable and follows a pattern of repetitive stalling:

After I contacted 1win Casino regarding the missing funds, they requested my bank statement and opened a ticket ID SPP-103288.

Despite following their instructions, 1win Casino then demanded a video recording of my banking application, which I provided immediately.

Since then, I have contacted 1win Casino support 13 times. In every interaction, 1win Casino representatives repeatedly ask for the same documents and videos that I have already submitted multiple times.

Each time, 1win Casino claims that specialists are working on it and promises a resolution today or tomorrow, yet nothing happens.

It is clear that 1win Casino is using these repetitive requests as a tactic to avoid paying out my legitimate funds. I have cooperated fully with all of 1win Casino requirements, but the lack of progress is unprofessional and mocking. I request AskGamblers to hold 1win Casino accountable for this delay and help me recover my funds.

Thank you for your assistance.

Best regards, < full name removed >

Resolved

ман.30