Complaint #264 1win Casino

Deposit has never been credited to my balance 1win

By 131313

2 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

1 month 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

1 month 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

1 month 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

1 month 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 93 / 95

Avg. Amount $491

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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I am filing this official complaint against 1win regarding a deposit issue that has been unresolved for over 5 days.
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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.
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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.

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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.

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