Complaint #264 1win Casino

Deposit has never been credited to my balance 1win

By 131313

6 months ago

Dear AskGamblers Complaint Team,

this complaint against 1win Casino (License Curacao 8048/JAZ2018-040).

Please note that 1win support does not use email at all. All communication took place only through the in-app chat on the 1win website and via Telegram. I have attached the full export of the Telegram chat as PDF, a separate file with English translation of messages from7th march, and screenshot from the in-app chat on the website.

Player details:

Account ID: 22210771

Email: < email removed >

Tickets: PMNT-4394181 and PMNT-4459887

Transaction details:

Date: 17 February 2026

Amount: 1,000,000 VND

Payment method: VietQR (recommended by 1win) deposit link was: https://vn-payer.erjqport.com/payer/en-viet-index-v2.html?p=b0U3aG5iWm9VNGNUK1Q2VVFKRFI4WW9UeXZwclgzc3lYMWhBNG4xNFFpRGxXSmtNVjMyNkQ5MTJtcnNUamp6UUdMQy8zcHR6dnlIQzMyMmNZSG0yU1E9PQ==

Bank: SeABank (Vietnam), account 0838730492

Reference code: FT260544402997508

On 17 February 2026 I made a deposit of 1,000,000 VND using the VietQR method, which was recommended by 1win at that time. The money was successfully debited from my SeABank account 0838730492 at 18:39. The reference code of the transaction is FT260544402997508. However, this deposit has still not been credited to my balance, and I have not received any refund even after more than 55 days.

I provided all necessary documents confirming the successful deposit to 1win support more than 5 times. These documents included the official transaction receipt from SeABank, the bank statement for 17.02.2026 clearly showing the debit of exactly 1,000,000 VND and the new balance of 3,320,480 VND, as well as the pre-check with the exact time of the operation.

Despite this, 1win demonstrated clear distrust in the documents I provided. From 17 February until 7 March 2026 (almost three weeks) they never requested a full bank statement for all days. Only on 7 March they suddenly changed the ticket status to “needs clarification” and demanded a complete bank statement covering the entire period from 17 February until that day. I refused to provide this statement because it contains my private financial information and other transactions that have nothing to do with this deposit.

On 25 February 2026 I even sent them the bank statement for 17 February on my own initiative, but they completely ignored it. On 9 March 2026 I sent the documents for the last time, and operator Viktoria personally confirmed receipt, writing that she was forwarding everything to her colleague for detailed verification.

More than 55 days have passed since the deposit. The reference code FT260544402997508 allows 1win and their payment partner to verify the transaction immediately. The money left my account and has never been returned.

I kindly request you to help resolve this issue and either credit the 1,000,000 VND to my account ID 22210771 or refund the full amount to my SeABank account 0838730492.

Thank you for your assistance.

---

attached files

- Full Telegram chat export (PDF)

- English translation of full Telegram chat export

- Screenshots from 1win sites chat russian where last time 09.03 operator Viktoria personally confirmed receipt

- SeABank transaction receipt

- Bank statement for 17.02.2026

- Pre-check screenshot

- Payment QR code page

Disputed Casino 1win Casino

Reason Amount not credited

Amount ₫1000000

Discussion

AskGamblers

• Support Team

5 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

131313

5 months ago

My deposit was credited today, three months later. No compensation has been provided.
Yesterday, I filed complaints with the regulatory authorities and also sent a telegram to the Head of Payment at 1win. I don't know what the final decision was, but in any case, thanks to the AskGamblers team for this opportunity.

131313

5 months ago

I would like to provide an important update regarding the regulatory status of the operator.

I contacted Curaçao ADR (CADRE) to submit a formal complaint against 1win. However, I received confirmation that:

“1Win N.V. is not subscribed with us.”

This means that the operator does not participate in any independent dispute resolution mechanism.

Additionally, no alternative ADR is specified in the operator’s Terms and Conditions.

This effectively leaves me without access to any independent dispute resolution, despite the operator claiming to be licensed.

Given this, I kindly ask AskGamblers to take this into serious consideration, as the operator:

* does not provide access to ADR
* does not resolve the issue through support
* continues to delay the process

Under these circumstances, I respectfully ask for a fair decision based on the evidence already provided.

Thank you.

131313

5 months ago

I would like to clarify an important point regarding the license information mentioned in my complaint.

The license number I initially referenced (8048/JAZ2018-040) now appears to be outdated or not valid under the current Curaçao licensing framework. Based on my findings, the licensing system has changed, and this number may no longer represent an active or verifiable license.

Additionally, the website used for the deposit (one-vv793.com) does not display any clear licensing information, which raises further concerns about transparency and regulatory oversight.
Today I received a response from complaints@gaminglicences.com (related to the former license holder Antillephone), stating that:
"Antillephone no longer is in business (license terminated in November 2024) and any site claiming to be working under 8048/JAZ or having a license from Antillephone is a SCAM!"
I have been using License 8048/JAZ2018-040 in my complaint, as this is the license 1win has always displayed.
Could you please clarify:

Is this license still considered valid by AskGamblers?
Does this new information affect the status or handling of my complaint?

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

89h 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