Complaint #264 1win Casino

Deposit has never been credited to my balance 1win

By 131313

4 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

3 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

3 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

3 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

3 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 126 / 126

Avg. Amount $450

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

Refund stuck for weeks with only automated replies Self excluded account balance not paid

Hello AskGamblers Team and 1win,
I am submitting a new complaint because the previous one was closed on the basis that 1win support said the request was “being processed.” However, the situation has not improved at all.

Account Information:
Player Account ID: [25581487]
Amount: Approximately $197 USD

Summary of the Issue:
My player account is under a 1-year self-exclusion. Before and during this period, affiliate commissions from 1win Partners were transferred into this player account. Around $197 was successfully credited to my player account from the affiliate balance.
I requested a refund/withdrawal of this remaining balance. Support asked for my crypto address, which I provided immediately.

What has happened since then:
For several weeks I have only received the same automated reply:
“Your request for a refund of an unsuccessful deposit is being processed, please wait.”
This description is incorrect. It is not an unsuccessful deposit. It is money that was already transferred from my affiliate (Partners) account into my player account.

At one point, support told me to contact my “VIP manager.” No VIP manager was ever assigned to my account, even though I had requested one multiple times in the past.

I have sent multiple polite follow-ups clarifying the nature of the funds and asking for a timeline. I continue to receive only the same computerized reply with no real update and no payment.

Current Situation:
The refund has been stuck in “processing” for a long time with zero progress. Support is not providing any human response, timeline, or resolution. I am in a difficult financial situation and urgently need this money.

What I am requesting:
Please process the refund of the approximately $197 to the crypto address I already provided, or give a clear explanation and a definite timeline.

I have full screenshots of the entire conversation, including the request for the crypto address and all the repeated automated replies.

Thank you for your assistance.
Best regards,
Shubham

Resolved

$197

My withdrawal is stolen

Id: 377492129
I deposited 250 TND via the local D17 digital wallet network and cleanly won 1,700 TND. I requested a withdrawal on August 31st. My payout has been completely stuck in "Pending" status for over 48 hours.Customer support keeps running me in an endless loop demanding a traditional "bank receipt." D17 is a local mobile e-wallet managed by La Poste Tunisienne and does not issue traditional bank slips. I have already provided my official e-Dinar account statement (Extrait de compte) and my National ID card to your security email queue, but support has gone completely silent.I am requesting 1win management to manually override the P2P gateway block and release my 1,700 TND withdrawal to my D17 wallet immediately.
My account is verified and every task is done and I’m asking for my money

21h left

د.ت.‏1,700

Has not processed two withdrawals and is not providing a way to complete identity verification

I am raising this complaint regarding two pending withdrawals from my 1win account. Both withdrawals have remained in “Under review – Transferring payment for processing” status, and 1win has not processed them or provided a clear resolution.

Account details:

Account Name: < full name removed >
1win User ID: 370708736
Country: India

Withdrawal 1

Amount: ₹37,693
Method: USDT (TRC-20)
Created: 28 August 2026 at 05:12 PM
Current Status: Under review – Transferring payment for processing

Withdrawal 2

Amount: ₹50,000
Created: 30 August 2026 at 02:12 AM
Current Status: Under review – Transferring payment for processing

As of 31 August 2026, both withdrawals are still pending. I initially contacted 1win Support regarding the ₹37,693 withdrawal because it had already been pending for more than 24 hours.

1win responded stating that, under their rules, they may request identity documents and instructed me to complete verification by going to: Profile → Settings → Identity Verification

I immediately checked my account. However, there is no “Identity Verification” option available under my Profile → Settings.

I contacted 1win again and clearly explained that I am ready and willing to provide all documents required for identity verification, but the verification option is not available in my account. I also provided a screenshot showing the available options in my Settings.

I have not received a proper solution or a way to submit my identification documents.

I want to make it clear that I am not refusing verification. I am fully prepared to complete KYC and provide any documents required. The issue is that 1win is directing me to a verification section that is not available in my account.

Meanwhile, both of my withdrawals remain stuck at the same “Under review” stage.

What I am requesting. I would appreciate AskGamblers’ assistance in getting 1win to:

Provide me with a working and secure method/link to complete identity verification, if KYC is required.
Review and complete the verification process without further unnecessary delay.
Process my two pending withdrawals totaling ₹87,693 (₹37,693 + ₹50,000), assuming there are no legitimate issues with my account or documents.
Provide a clear explanation for the prolonged delay and the reason the withdrawals have not progressed.

I am attaching screenshots of my withdrawal statuses, my Profile/Settings section showing that the Identity Verification option is not available, and my email correspondence with 1win Support.

I hope AskGamblers can help resolve this matter, as I have cooperated with 1win and am ready to provide any required documentation

Resolved

₹87,693

Withdrawal marked successful on 1win but not credited to my bank

I am writing to ask for help with a withdrawal issue I am currently having with 1win.

The withdrawal is showing as “Successful” in my 1win transaction history, but the money has still not been credited to my bank account.

I have checked my bank account and transaction history carefully, but there is no record of the funds being received. I have also contacted my bank to make sure there is no issue on their side, and they confirmed that the payment has not been received.

I have contacted 1win about the situation, but the issue has still not been resolved. Since the withdrawal is already marked as successful on their system, I would like to know where the funds were actually sent and why they have not reached my bank account.

I kindly ask AskGamblers to help me escalate this matter with 1win and request that they properly investigate the withdrawal and provide proof of payment or a transaction reference that can be traced by my bank.

I hope this issue can be resolved fairly and that the withdrawal will be credited to my bank account as soon as possible.

Thank you for your assistance.

Resolved

GHS5,000

Withdrawal pending for 4months

Withdrawal has been pending, and I have been waiting endlessly.

Account ID 356135357

Please help me with this.

I really don't know if this is legit anymore.

I have tried all I can after contacting the 1win support team also contact 1win technical support, and also 1win manager, and also telegram bot.

Please help me, AskGamblers.

Rejected

₦13,800

Amount not credit to my bank account

Internal Ticket Pending for 15 Days - Account ID [48510350] - Withdrawal Failed & Reversed by Bank

Hello,

I am writing because my internal support ticket has been ignored and left PENDING FOR 15 DAYS.

My withdrawal of 7000 is incorrectly marked as "Successful" on my dashboard. However, my bank has officially investigated this transaction and confirmed that the funds failed to process and were successfully reversed back to the sender's account on 10/08/26.

The money is currently sitting back in your payment gateway pool.

Because your internal support is not responding, I am preparing to list this case publicly on independent gambling arbitration boards.

Attached: Official bank confirmation showing the funds were never credited.

51h left

₹7,000

Deposit not credited to my account

I deposited R290 R98 and R140 in 1win acc but all of them they are not credited to my account. I did appeal on the site, some day that was 17 august. still today I have not received my money, I speak with them everyday at first they said I must wait 72 hour, then 72 hours passed. Now they said I have to wait they don’t know for how long.

Resolved

₹430

1Win Casino - Deposit 1700 pending 1win account

Respected Sir, My 1win account deposit of Rs.1700 dated 28 July 2026 via UPI (UTR 621725789741) is debited from bank and showing SUCCESS but not credited to 1win wallet. It has been 25 days. I contacted 1win support but they are not resolving. Please credit Rs.1700 to my 1win account immediately. I have attached bank proof.

Resolved

₹1,700

Withdrawal of CAD 1000 marked as successful but I never received the funds

I am writing to complain about a CAD 1,000 withdrawal that I made.

1win support said that I have received my funds, but the payment provider has mentioned that they have sent the funds back to 1win, and my account was never credited. See the attached photo of the conversation with the payment provider (africhange)

I just want to withdraw my $1k, which was deemed successful on their website, but I still don’t have my money.

94h left

$1,000

Delayed Withdrawal Account ID 355569670

Unresolved KYC Verification & Withdrawal Issues - Account ID: 355569670
Dear AskGamblers Team,
I am filing a formal complaint against 1win regarding unresolved verification and funds withdrawal issues for my account ID: 355569670.
I have strictly followed all required procedures and submitted a clean, unedited video recorded via another device displaying my full account credentials, e-wallet transaction history, and proof of identity.
Despite fully complying with their requirements, the support team repeatedly sends generic automated responses without reviewing the provided proof.
The full video proof is uploaded and accessible via this direct link:
https://wormhole.app/kA4XEa#Ab9yegsEVxgkp3n_SVPt-A
I request AskGamblers' intervention to prompt 1win to process my withdrawal without further automated delays.

75h left

ج.م.‏4,000